The United States has the largest share of SaaS companies in the world. 15,000 SaaS companies out of 24,469 are located in the US, making 61.3% of the total share.
This shows the competition the market has and the need to improve customer satisfaction. Your customers decide the viability of your brand by buying them and giving your product a thumbs up before their acquaintances.
However, it has been surveyed that 61% of customers switch their brand to the competitor brand after a bad service experience. To keep this threat low on your brand, we are here to discuss 7 strategies on how to improve customer satisfaction in the SaaS paradigm.
So, let’s get started.
7 Exclusive Strategies to Improve Customer Satisfaction in SaaS Paradigm
Analysis of Customer Experience
One of the reasons customers aren’t satisfied with your brand is a usual slip in the analysis of their experience. While it may appear sound, deep down, your customers might not be satisfied enough with your product – or, specifically, brand.
To ensure customer satisfaction, the first thing you need to do is perform an analysis of their experience. This experience evaluation should involve service quality to responsiveness since small details play a part in satisfying your customer.
As one of the important strategies to increase customer satisfaction, you should maintain a channel to gather the experience and thought customers hold for your brand.
You can create forms and ask your customers to fill them in. Email this form or publish it on your site, making it easily accessible. A follow-up email after their form is submitted is a good way to let them know they are heard – and valued.
With the help of this analysis, you can study the common issue a large audience has, address it and score better. This will also give you insights into what your customers think of you and give you the confidence to perform better.
96% of customers state that customer service is the key to their loyalty to a brand. That said, the success of your brand is directly proportional to the customer satisfaction level you have.
Think of it like your customer. Would you like to wait for long days, in fact, hours, to get a response from a brand you have shopped from? Probably not.
Just like that, your customer expects to hear back from you – ASAP. They want to be heard and get quick answers to their queries. This responsiveness makes them feel special and personalized.
Be it a query or complaint, your customers should be very well addressed. In this scenario, you can improve customer satisfaction by auto-responding to emails and forms they submit.
One of the smooth ways to increase customer satisfaction is to route customers’ calls quickly to a specific department their concern is with. Remember, the quicker your response is, the fewer the chances of their getting upset.
However, if you cannot provide instant responses to your customers, integrating an AI-powered customer support tool can be a lifesaver. Initially, a chatbot can reply while transferring a major concern to an attendant later on.
Respond to Negative Feedback
Let’s face it – no matter how hard you try, you cannot satisfy every customer in the market since one size doesn’t fit all. This is sometimes one of the primary reasons your customers leave a negative review or feedback.
However, you can switch their feedback from negative to positive by responding to the negative feedback and satisfying them. Hear what problem they have, propose a possible solution, and get the hang of it.
Responding late to negative feedback or short video can be troublesome and a serious threat to your brand. That’s why it’s better to have a check and balance on what your customers are up to.
To keep this regular check and provide customer satisfaction, you can use social media monitoring and marketing tool. It will sort comments for you and give you quick notifications to take action.
One of the customer satisfaction strategies very few brands practice is building a community or group for their loyal customers. Not only does this generate new leads and satisfy your customers, but it also helps boost sales, and 55% of brands have confirmed it.
You can create these groups on different social media platforms, including LinkedIn, Facebook, and Instagram.
Training Your Employees
For increasing customer satisfaction, it is important to train your employees and polish their etiquette. During a survey, a large majority of 91.1% reported etiquette as an important factor for them.
With the help of regular sessions and training, you can teach your employees how to treat your customers and the right way to communicate with them. Remember, they are a vital key to satisfying your customer and attitude matters a lot.
Ask them to be kind and use positive words with your customers, like thank you and welcome. This will appear as a nice gesture toward your customers and make them feel good when trusting your brand.
Not only is your customer satisfaction strategy to retain these customers but to maintain transparency and create a good reputation in the market – that can be radiated through your customer satisfaction.
One of the smart strategies to improve customer service is to let your customers self-help. This means providing a step-by-step guideline or video tutorial on how your product works or what needs to be done before using your product.
This keeps your customer from a cycle of exchanging words with your employees and getting an explanation on how to proceed. Not only this, your customers get a good impression of your brand – understanding that you have done the homework.
In case you haven’t included guidelines with the product, most likely, half of the customers won’t bother to text or email. First, make sure to release a guide, and if it’s getting delayed, you can manage a channel like an email or forms through which your customers can get in touch with you.
The satisfaction of customers is associated with your response to their queries. So, all you have to do is respond to their email and guide them. This will reflect your good image to the customer and retain them for long years to come.
Take Chatbots Into Use
Live chatbots are taking brands and businesses to the next level. So, if you still aren’t using live chatbots on your website, you need to integrate one to improve customer satisfaction.
One reason to have a chatbot is to give your customers a trust level and indication that you are there for them. Available 24/7, this chatbot will answer and engage with your customer.
This way, the scalability of your brand will be easier than ever. Recently a large number of brands have been using the option of live chat.
According to Kayako, 79% of businesses observed that the live chat option had increased customer satisfaction. While this has also helped them gain loyalty from customers and boost sales.
Combining the live chat option with video streaming can also prove beneficial. It will also increase the trust level of your customers.
Stand Out in the Crowd
Of all the strategies to improve customer service, standing out in the crowd with a unique idea or gesture will help you achieve an exclusive identity in the market. This will magnetize new customers and make loyal customers realize that you care for them.
Keep in mind that going the extra mile doesn’t mean spending a large number of bucks. Instead, you can do simple things like adding a thank you note.
This note will make more sense to them with a hint of personalization. For example, mentioning the name of the customer. If not a note, you can provide a little extra to your customers – like a free trial for 30 days.
One good way is to send them emails weekly or monthly just to engage with them. It will reflect that you aren’t in the market to sell to them, but they actually matter to you and your brand.
To increase customer satisfaction and word of mouth ultimately, you can also take responsibility for the faults – even if it wasn’t yours. Take small steps, and your customers will become loyal to your brand, driving recurrent sales.
Your brand’s success is directly proportional to its customers. So, improving customer satisfaction should be your primary objective.
Today we discussed 7 strategies to improve customer satisfaction. To do so, you should analyze your customer’s reviews and reply to them – especially negative ones.
Being responsive, integrating a live chatbot, and training your employees can also be helpful. However, you should go the extra mile to serve your customers to stand out in the market.
Apply these strategies to improve customer satisfaction and experience and make them loyal.