The SaaS market is rapidly growing, and according to market research, it is expected to reach $381.21 Billion by 2030. So it is crucial for SaaS businesses to sustain in this competition. The quality of a product is only on its features, so it is essential to design your SaaS product in a unique way. For engaging customers in the SaaS business model, it is imperative to create a positive experience for your customers. Effective relationships with customers push them to be loyal to your brand, and they share their experiences with others who later become your brand advocates.
Well-designed and functional onboarding features lead to better interaction of consumers with your products, which results in enhancing customer retention. Therefore, SaaS customer engagement models play an important role for software service providers.
What is SaaS Customer Engagement?
SaaS (Software as a Service) customer engagement facilitates interactions between software and customers by using strategies to improve customer experience. It drives customer retention, improves trust and satisfaction, and gives a quality experience to customers by encouraging them to engage with and adopt the product. This SaaS engagement is a simple framework of strategies to address customers’ pain points, get positive feedback, and motivate them to share your product experience with others.
What is SaaS Customer Engagement Metric?
SaaS Customer Engagement metrics measure the percentage of active and engaging users. This metric evaluates the performance and the users’ engagement depth with your product features and how long they stay connected with your product or software in a month or a year. These metrics funnel shows results in the form of active users, and visiting users and also show the amount of time spent by users while using your product’s features. This percentage and data help SaaS business models to make an analysis and make improvements in their services to engage more customers.
In this article, we will go into detail about eight effective techniques that help to boost SaaS engagement for your product. So, let’s begin!
- Know your customers
In the SaaS business model, you have to capture the behavior of all types of customers while using your service. Many tools help you to track all behavioral data of your users on apps or software to give them much improved customers and also to know their actual requirements. The time users spend on your service, which features are likely used by most of the users, by knowing this you can effectively find out your potential customers. Understanding users’ wants while using your application or software helps you to interpret data wisely and also helps to run your SaaS business successfully.
- Make the first impression good
The first interaction of the user during his free trial experience with your product matters the most. The welcome screen, an accessible and device-friendly product, develops a positive impression on the users. Optimization of your onboarding activity determines the conversion of customers from trial to paid service for your product. If the user experience is not so good at the time of trial service, then that user will not be attracted to your product and will not be proven as your potential customer. So it is important to use a free trial experience to bring and hook customers into your service. Once they adapt to your product, you have to upgrade the features to engage them.
- Add new features within the product
The key difference between SaaS and other business models is that software companies always need to enhance application or software capabilities to captivate and engage their users. One of the best ways to engage customers and increase retention is to release new useful features for users. If your business is consistently upgrading new attractive features in the product, then your users will adapt to your service and not go for other platforms to fulfill their needs.
- Gather feedback
Positive feedback from active users is due to effective engagement and users’ satisfaction after using your product. Therefore, collecting customer feedback is necessary to improve your features and customer satisfaction. You can use several tools like chatbots and social media comments to gather reviews and feedback on your product. Analyze the feedback you’ve received. Work to address grievances and unfavorable comments in order to resolve their issues and earn their trust. They will stick with your goods for a very long time and never lose faith in your service if you are able to address their questions and complaints.
- Use gamification
If user engagement rates are poor for your SaaS firm, gamification may be an effective solution. It is a way or strategy to improve user engagement on the apps or software. Using these engagement tactics for your SaaS product, you can smartly regain your users who are interested in your service. This gamification technique provides engaging games, quizzes, and interactive content to attract users toward the product and engage their time with it.
- Live chat engaging
Sometimes customers are not entirely satisfied with your updating features. Live chat is the best way to engage with customers and solve their complaints as quickly as possible. Statistical reports conclude that nearly 41% of customers prefer live chat to connect with companies and solve their problems. To improve live chat engagement, you can add chatbots service to your website and application to give them help in an easy and convenient way.
- Utilize content marketing
Another great tool for the engagement of customers is content marketing. Content on your website promotes new features and upgrades in your software. Content in your blogs and articles will engage your users, and they can also utilize the beneficial features released in the content. You can also promote your upgrade and features through emails proactively. Users who go through your portal will likely be attracted to your product service by reading your content and product features. Using content marketing tools is a great option to engage users in SaaS business.
- Use push notification
Currently, almost all SaaS companies have an effective strategy to re-engage their customers with the help of push notification engagement features. The key to SaaS product engagement is to connect with customers at the right time. Push notification is a more effective tool than other messaging options. According to Push Engage research, sending at least one onboarding push notification to users can increase retention by 71%. The significant use of push notifications can recover abandoned users and also help to get more positive feedback for your product.
There is no secret of a one-night strategy plan to enhance customer retention and engagement toward your business. You must improve your product’s features and reinforce your relationships with customers daily. SaaS business requires your consistent efforts to implement various techniques to boost users’ engagement by collecting feedback, gamification of your software, and upgrading features. So, if you are able to stand consistent in this growing process, you will surely see your increasing graph of user engagement.