Instead of installing and maintaining software, you simply access it via the Internet, freeing yourself from complex software and hardware management. SaaS applications are sometimes called Web-based software, on-demand software, or hosted software. Whatever the name, SaaS applications run on a SaaS provider's servers.
2. Hello!
I am Aditya Nag
I am here to give presentations on
Customer Experience in a SaaS
business
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3. Contents
⬡ What is SaaS?
⬡ Why Cx matters in SaaS business?
⬡ Steps to create & optimize SaaS Cx
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4. What is SaaS ?
What is SaaS customer
experience?
The SaaS customer experience
includes every interaction
customers have with your
employees, brand, messaging, and
product across every channel and
device—anything and everything
that affects your customers’
perception of your brand..
Software as a service (or SaaS)
It is a way of delivering applications
over the Internet—as a service.
Instead of installing and maintaining
software, you simply access it via
the Internet, freeing yourself from
complex software and hardware
management.
A good SaaS customer experience provides users with value by helping them navigate the buying cycle,
educating them, and encouraging them to stick with you. Success depends on whether customers can
recognize this value.
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5. Why do customer experience
matters for SaaS business ?
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⬡ Success as a SaaS business is completely dependent on
customer experience.
⬡ Your users’ experience with your company is your core offering.
It’s what will keep them coming back for more.
⬡ Some of the world’s best SaaS companies have achieved long-
term success because of their obsession with the customer
experience—Slack and Zendesk are great SaaS experience
examples.
6. 7 STEPS ON HOW TO
CREATE & OPTIMIZE
SAAS CUSTOMER
EXPERIENCE
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8. Why it matters?
In the SaaS world, your product is your bread and butter. An exceptional
customer experience depends on how well you understand user behavior within
your product—including why users take certain actions
How to optimize it ?
The best way to build a personalized SaaS customer experience is to use
data that uncovers how prospects interact with your product.
10. Why it matters?
The customer experience encompasses every touchpoint a customer has with your
company—which means CX involves multiple stakeholders, with decisions often
spread across multiple individuals or departments.
How to optimize it?
To succeed with this approach, your SaaS company needs to align different
departments around relevant product goals and metrics.
12. Why it matters?
SaaS companies that understand customer experience and expectations are shifting to
a new customer acquisition process.
The goal is to reduce the time it takes, as well as the friction involved, for a buyer to try
the product. The way to do it is to implement an effective onboarding process—which is
the time when new customers learn how to use a new product, ask questions, and
resolve initial doubts.
How to optimize it?
Onboarding new users can be tricky, but it isn't magic—it's engineered. The most
successful SaaS experience examples—like HubSpot and Trello—put processes
in place that streamline onboarding and reduce the time from when a prospective
customer lands on the website to the time they start to use the product.
14. Why it matters?
The revolutionary SaaS business model is already a truly modern user experience.
But the secret to delighting customers—and making sure they come back for more—
is enabling aneffortless end-to-end experience.
How to optimize it?
Make it easy to do business with you by reducing the customer’s effort
wherever they are on their journey:
Gather and analyze customer behavior and feedback
Redesign and improve their product based on feedback
Make it easy for customers to self-serve
Provide a user-friendly website experience
16. Why it matters?
Providing free educational resources creates additional value for customers, and is
something every SaaS company should be doing to improve the customer experience.
Helping customers learn and grow using your product or service will make your brand
memorable—and make customers more loyal.
How to optimize it?
Keep it relevant
Make your customers’ voices heard and taken into account
Provide a self-service customer portal
18. Why it matters?
CX involves and affects every department within a company—but customers often
interact with customer support more than other teams. With that in mind, SaaS
companies should aim to enhance the support experience.
How to optimize it?
Here are a few tools that you can consider to take your customer support to the next
level:
Self-service knowledge base
Surveys
Chatbots
Feedback widgets
Helpdesk
20. Why it matters?
The key to offering intrinsic value to your customers while operating in a competitive
SaaS market is delivering an engaging experience throughout the customer lifecycle.
How to optimize it?
One of the best ways to improve your customers’ experience is to determine their end
goal and define milestones to achieve it.Focus on long-term CX metrics that ensure
customers achieve their desired outcomes from your product:
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
