Table of Contents
Alternative Titles
- Elevate Your B2B SaaS Customer Experience Using These Tactics
- 5 Ways to Boost B2B SaaS Customer Experience Like a Pro
- Learn How to Enhance B2B SaaS Customer Experience Like a Pro
Meta Description
Use these 5 proven tactics to boost your B2B SaaS customer experiences, supercharge your customer acquisition and retention strategies and drive more sales
In today’s competitive customer-focused B2B SaaS market what’s the top secret to outshine your competition?
Is it by offering competitive pricing? Or high-quality products?
Well, it’s by creating a brilliant customer experience.
Even though offering quality products can help to attract customers, delivering a great customer experience will help to keep them using your product and referring their friends to you.
In fact, 93% of organizations say customer experience is a competitive differentiator worldwide.
Furthermore, in today’s competitive business world where users have more options than ever, the battle for sales, loyalty, and customer retention will be won by businesses that prioritize the customer experience.
So, how do you elevate your SaaS customer experience?
In this article, you will discover some great tips to constantly improve the SaaS customer experience to stay competitive.
Let’s get started.
Create Outstanding B2B SaaS Onboarding Experiences
For SaaS products, an outstanding customer onboarding experience creates a great first impression on your customers. Ultimately, this improves brand loyalty.
Therefore, you should focus on delighting your customers during all the interactions they have with your product from the beginning of their user journey.
So how can you create great user onboarding experiences in B2B SaaS?
Here are actionable tips to supercharge your onboarding experiences.
- Leverage interactive walkthroughs rather than linear product tours
- Welcome customers immediately after they purchase a subscription and ensure they are properly introduced to the product
- Reduce friction during the onboarding process
- Provide sufficient support to make it easy for customers to use the product.
- Segment users to enhance personalization.
You also need to provide sufficient product knowledge and training to users to make it easy for them to use your product.
Younium, a B2B SaaS subscription management platform, has done this excellently by creating a guide on subscription management to educate users about subscription management.
Gather Customer Feedback
After successfully onboarding customers to your product, the next thing you need to do is to collect their feedback so you can improve accordingly.
In this case, you need to gather customer feedback at various touchpoints to understand your customers’ experiences when using your software.
You can leverage an effective SaaS feedback tool that lets you create actionable surveys and collect feedback via multiple channels, including:
- SMS surveys
- Email signature surveys
- Email surveys and many others.
- In-app or product surveys
Provide Support Across All Customer Touchpoints
Modern customers expect instant support at all times and via their preferred channels.
Furthermore, according to a recent survey report, B2B decision makers are using up to 10 channels during their decision journeys.
What does this mean?
You need to provide multi-channel support to users to address all their concerns.
Some of the popular channels many SaaS companies are using to provide support to their customers include.
- Email support
- Social media
- Live chatting
- Helpdesk
To take your customer support game to the next level, you can leverage AI-enabled Chatbots. Here is a list of the best AI chatbots reviewed by Attrock that can help you provide your customers with prompt and personalized support.
Take Action on Customer Feedback
Without customer feedback, you can’t understand where you need to improve. And without taking action on the customer feedback, you will struggle to improve your products.
Here is how to leverage customer feedback to boost user experience.
- Respond to customer queries and questions: Respond to every question, concern, or issue raised by customers to make them know that they are being listened to.
- Examine where you need to improve: Scrutinize all customer feedback to understand where you need to improve in your product.
- Pay attention to customer suggestions: Even though you cannot follow all suggestions given by customers, ensure you act on common suggestions offered by a majority of your customers.
Train Your Staff on Customer Experience
Unlike B2C, B2B SaaS buyers are more complex to handle.
Why?
Because every B2B business has unique needs and areas of specialization.
You need thorough planning and preparation on how to offer great customer experiences otherwise, you will grapple with:
- Tons of customer complaints and poor customer experience
- Higher subscription cancellation and non-renewals
- Tons of negative reviews and low ratings on third-party customer review sites
To avoid all this, you need to train and educate your customer service representatives to bridge knowledge gaps, enable them to clarify technical aspects of your product, etc.
Pro tip: If you plan to start a B2B SaaS company that stands out from the crowd, leverage a business formation service that provides you with tools to create brand identity elements like logo, website, domain, and email address.
Conclusion
Customer experience is a key differentiator in the B2B SaaS industry especially in today’s customer-centered market where customers have more options than ever.
If you want to stand out from your competition, you must leverage the tactics discussed above to constantly enhance your B2B SaaS customer experiences.
Author Bio – Reena Aggarwal
Reena is the Director of Operations and Sales at Attrock, a result-driven digital marketing company. With 10+ years of sales and operations experience in the field of e-commerce and digital marketing, she is quite an industry expert. She is a people person and considers human resources as the most valuable asset of a company. In her free time, you would find her spending quality time with her brilliant, almost teenage daughter and watching her grow in this digital, fast-paced era.
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Gravatar Email ID: reenaa@attrock.com
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