10 Key Strategies to Keep Your SaaS Customers Engaged
One of the excellent ways to boost your sales is customer engagement. But what if you own a Software as a Service type of company?
Here’s the thing: Whether you own a retail store, an e-commerce business, or a SaaS company, customer engagement will remain vital.
For one, your clients serve as your income stream. Without them, who is going to pay for your services? In addition, they can promote your SaaS service for free through word-of-mouth.
Hence, you need to create a product and provide services that will keep your clients engaged. Otherwise, it is like you are giving them away to your competitors.
So, how do you keep your SaaS clients engaged? Keep on reading to know:
You’ll know that you have a worthwhile product if your customers engage with it. Meanwhile, a customer that’s not using your product won’t pay for it.
Meaning, if your customer isn’t engaging with your product, it means that they’ll unsubscribe.
So, start measuring customer engagement by tracking the number of customers that log in. Try to gain insight on the frequency of these log-ins, which particular features customers explore the most, and so on.
The people at VoyMedia SaaS Marketing Agency recommend sending product feature videos. It can be promotional or explainer content.
A promotional product feature is all about showcasing what your products can do and the additional services that come with it. On the other hand, explainer content is all about teaching your clients how to maximize your products and services.
The best part? You can publish this type of content in a million and one ways.
You can send promotional content via email to someone who asked for a price quote. Meanwhile, it would be ideal to send an explainer video to a new client.
Doing so can ensure conversion and reduce your churn rate.
Actively Collect Customer Feedback
You can also use interviews, customer surveys, or questionnaires to know where the gaps are.
Are certain features customers wish your app has? Are they satisfied with the customer service you offer? You’ll never know what needs to be improved if you don’t measure.
Make sure that you gather that feedback and use it to improve your service and software.
Create a Benefits or Loyalty Program
One of the excellent ways you can engage loyal customers, in the long run, is to offer them incentives or rewards.
You can do this in various ways. You have to ensure that you’re in tune with what your customers want and keep it personal.
It doesn’t have to be costly, either. All you need to do is to reward people through perks, discounts, or gamification, instead of cash rewards or incentives that cost a lot of money.
Update and Upsell
Upselling to a customer can be challenging. But you don’t want them to lose entirely, either.
So, if you want to create a service that truly makes a difference, selling them on the next step should be easy, keeping them engaged.
Your products and services will likely evolve throughout the years, as well. Therefore, keeping your customers updated with these changes is a great way to delight them. Plus, you are providing a solution to their problems!
Also, announce any product and service updates. Your customers must believe that they’re getting a vital service from you. If they’re excited about these new features, they’ll share them with their network more likely.
Treat Your Customers Like Business Partners
Another thing that can lead to churn, and cause you to lose your customers is a lack of communication and transparency.
Many SaaS businesses often face challenges. This includes skepticism, lack of face-to-face communication, and questions on security.
Make sure that your customers stay updated with the latest news and updates as well. Doing so makes them feel valued while keeping them in the loop about the particular service that they want to purchase.
You can announce things such as:
- Changes in the contract
- Security breaches
- Software updates
Hiding this information to your customers won’t benefit anyone. Instead, keep them updated so that they know the current state of the products they are using. That way, they can plan accordingly and mitigate any risks that come with “offline products.”
Communicate Using Live Chat
When your customers encounter an error or can’t figure out how they can use a particular feature, they can get frustrated. This frustration will likely lead to disengagement over time.
But if you find a way to engage with your customers and solve their issues, they’ll end up informed, engaged, and, most importantly, happy.
One of the best customer engagement features that you can provide is a live chat feature. This allows your customers to get the answers they need as quickly as possible.
Release Regular Updates and New Features
SaaS companies are constantly pressured to deliver the latest and best technology. This is to maintain the value of their products.
Not only do your customers need change over time, but your list of competitors are also growing. Therefore, you need to put in the effort to develop an exciting product that your new and existing customers will like.
A great strategy is to release new updates and features regularly. Ideally, these updates will prevent your existing customers from becoming bored with your product.
You can also introduce a healthy dose of anxiety by constantly rolling in new updates and features before the launch. This is to create buzz and keep users engaged.
Implement In-App Guides, Tips, and Other Prompts
In-app guides, tips, and other prompts are also a great way to maximize engagement.
This allows new users to know your products a little better. Doing so can help decrease churn from users who find your service a little bit overwhelming or encounter any issues.
Whether you have a complicated product or how far you can get with your in-app prompts, you can utilize real-time user data. From there, you can send targeted prompts to users based on how they’ll interact with your product.
Not only will this help boost client engagement, but you’re also letting users get the most out of your products. As such, you are reducing the risk of them not able to search for what they’re looking for.
Make Your Content Relatable
Another way to keep your customers interested and engaged is to make your content relatable.
Tell impressive stories on how other people have been successful with your software. You can use quotes and testimonials, guiding readers through the story of your customers’ words.
Similarly, you can also use case studies to inform people how to use your product in many industries, which can be particularly helpful to them.
Once you start injecting real people or companies into your content, you can create a deeper and more meaningful relationship with your customers.
Gamify the Experience
If you have low engagement rates, gamifying the experience may be one thing you need to regain interest in your service.
This can be via interactive content, quizzes, or a goal program that users can work on. Meaning, all you’re trying to do is to make a fun and engaging software service.
Over to You
In the SaaS industry, keeping customers active and engaged is always the main priority.
If you’re struggling to engage your clients, we suggest that you follow the tips listed above. Doing so can help reinvigorate their interest in your products and services.