When your company provides software as a service, it’s important to constantly work toward a high level of engagement of your customers. Engaged customers are often more likely to be retained by your company. The software as a service customer has specific needs that need to be addressed effectively and in a timely manner by your company. Etech Global Services can give you ways to provide the best customer service through SaaS, integrating software and satisfaction solutions.
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Offer Consistent Support
First and foremost, your SaaS must be backed by consistent technical support from your team. Retaining customers without proper support is something that isn’t realistically going to happen. When customers need help, make sure your team is up to the challenge.
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Make Things Easy and Convenient
It’s also important for you to make things as easy and as convenient as possible for your customers in the software environment. If simple tasks are too difficult or convoluted, your customers won’t be happy.
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Have a Way to Get Feedback
Another important way to keep your customers engaged is to have a way to get feedback that is incorporated into your software system. When there are questions or concerns, you want to make sure your customers are heard.
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Tie Business Practices Back to Customers
With software subscription business models, every aspect of the company needs to be tied back to the customer. Your revenue is linked to creating a favorable experience for customers, so all product development, business management and financial departments need to be working toward the same customer satisfaction goal.
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Increase Employee Product Knowledge
Keeping all employees updated with pertinent product knowledge is another useful way to keep your customers’ business. No matter what part of the company someone works for, everyone needs to know extensive knowledge about the most popular software offerings.
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Communicate With Different Teams
Communication between departments is essential as well for best outcomes with customers. When customers are not happy with product quality, that information needs to be shared throughout the departments of your organization.
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Foster Community Within Your Product
Having a designated place for software discussion or support online is a great way you can facilitate community among your various customers. When you provide this service, this shows optimum transparency and commitment to product improvement.
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Simulate the Customer Experience
Knowing how things look through the customer’s eyes is an effective way to keep up with issues that may occasionally pop up. Be sure to run different simulations or tests that allow employees to get this experience.
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Take Effective Action When Needed
No matter what is going on with your subscription software, you must know when it’s time to take action. Analyzing different issues as they come up can help you determine the appropriate course.
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Focus on Problem Solving
Most of all, your company’s business model should stress problem solving. If subscription software becomes its own problem, you’ll lose your customer base. That’s why it’s important to create innovate solutions throughout the life of your organization.
Maintaining customers and finding new ways to engage them with your subscription software can make a huge difference on the bottom line. Additionally, your company can continue to recruit new business while improving your routine practices.
This blog was first published at LinkedIn
