5 Ways to Improve Customer Experience

If you're dealing with low customer satisfaction and high churn rates, improving customer experience can save your business. Here is how you can do it.

5 Ways to Improve Customer Experience

Customer experience is the key to customer satisfaction. However, sometimes a SaaS business may struggle with high customer churn and it could be tough to have happy customers.

To solve this, work towards how to improve customer experience.

The burning question in every SaaS-preneur's mind is, 'How to make a great customer experience last?'

Because providing a positive customer experience can help SaaS companies retain customers and attract new ones. It can also lead to positive word-of-mouth marketing, which can further boost a business's reputation and growth. Moreover it builds customer loyalty.

But how to offer a great customer experience?

5 Tips to Improve Online Customer Experience

Here is how to ensure a great customer experience for your SaaS products:

1. Educate Customers about the Product

When customers purchase a SaaS product, they need to understand how to use it to get the best results.

So, providing customers with effective and comprehensive training can set the tone for a positive experience. This can also improve your online customer retention.

You can create easily accessible training materials, guidelines, FAQs, and tutorials that users need to succeed with your product. This way, they can become more comfortable with your product.

Also, customers who feel confident using your product are more likely to become loyal customers in the long run.

Furthermore, keep providing customers with new information regarding product features and updates.

Use a variety of media โ€” such as videos, infographics, and written materials โ€” to appeal to different learning styles.

Lastly, make sure that the information is accessible and easy to find by organizing it in a logical and intuitive manner.

You can use a modern customer training solution like Trainn for this. Trainn can help you create an organized training curriculum that has several engaging content formats, including videos.

2. Create an Effective Onboarding Program

If your onboarding program is effective, your users will sail through the customer journey. They are also less likely to stop using your product.

So, to ensure a positive onboarding process, figure out what your customers need to get the most out of your product. In this case, try to understand the purpose behind signing up for your software. Accordingly, you can create starter packs, tips, and educational content to help them realize the product value quicker.

Sending a personalized email to check in with new customers is also a good idea. This shows that you care about their experience and can turn them into loyal customers who trust your brand.

Talk with your customers regularly by sending newsletters or social media posts with additional resources. This can be automated with email services like Mailchimp or HubSpot.

3. Discover How Customers Engage with Your Product

To improve customer experience, you need to understand how they use your product or service.

One way to do this is by offering free trials or a freemium model. This lets people try your product for no cost. It would help you understand what people like and don't like about your product, helping you make it better.

Several teams work together to improve the online customer experience, including the product, marketing, sales, and customer success teams. They can all use the information about how people use the product to do their jobs better.

To get this information, you can use a monitoring tool like Hotjar. This tool helps you know why people do certain things in your product, so you can improve.

Hotjar can show you heatmaps, recordings, surveys, and feedback from customers. All of this information can help you make a product that people love.

Source: Hotjar heat map

4. Build a Product Community

Building a community for your SaaS tool is vital. It allows customers to share their feedback and ask questions about your product. This contributes to improve customer experience and, ultimately, your business success.

Start by knowing your customers and where they are active. You can create a group on platforms like Facebook or create your own online community using a customer education platform.

Lastly, make the group exclusive to increase interest and invite people through email or notifications.

5. Offer Next Level Customer Support

Customers interact with customer support more than other teams. To improve customer experience, product teams should work with support and success departments to understand customer feedback and prioritize new features or fixes accordingly.

Here is how to make the customer experience better with support tools:

  • Self-service knowledge base: This helps customer support find answers quickly and build their skills.
  • Surveys: Getting feedback from customers in real-time helps anticipate needs and prevent small issues from becoming big ones.
  • Chatbots: Offering 24/7 support and immediate assistance.
  • Feedback widgets: Allows customers to give feedback, which helps identify and address issues.
  • Helpdesk: Resolving technical difficulties is easier with live chat or an automated helpdesk.

How to Measure Digital Customer Experience

Peter Drucker, a modern business philosopher, once said,

"If you can't measure it, you can't manage it."

Measuring CX metrics is critical in order to do it better next time. You can use the following customer experience metrics to measure your efforts:

Net Promoter Score (NPS)

The Net Promoter Score (NPS) is a way to find out how loyal your customers are. For this, customers give a score from -10 to +10 by answering the question, "Would you recommend our product to a friend or colleague?"

The responses can be categorized into three segments:

  • Promoters: ratings between 9-10
  • Passives: ratings between 7-8
  • Detractors: ratings between 0-6

Here is how you calculate the score to measure customer experience: NPS = % of Promoters โ€“ % of Detractors

Average Resolution Time

The average resolution time is the time it takes for support agents to solve customer complaints.

Average Resolution Time = Total time spent on resolving customer complaints รท Total no. of complaints

Your goal should be to reduce the resolution time.

Customer Lifetime Value (CLV)

CLV is the average revenue you earn from a customer over the course of your business relationship. This is closely tied to customer retention.

The CLV score is a helpful tool that predicts how much revenue you can expect from a customer. It helps your SaaS business make smart financial decisions.

CLV = Average revenue generated per account รท present churn rate

Final Note

Online customers have various product options. So, it is critical for you to live up to their expectations. By improving their knowledge about your product and addressing their pain points, you can create a quick strategy to improve your customer satisfaction.

Lastly, it is a good idea to use a customer training tool to improve customer experience.

Trainn is among the best video-led customer training and learning management solutions. With a variety of training course options, it can help you improve product adoption and customer retention.

Sinduja Krishnakumar

PUBLISHED ON: 5/8/2023