If you’re running an SaaS business (or Software as a Service business), then you’re most likely going to be working with business clients, meaning that you have to get used to a level of standards that is very different from the usual consumer. You have a niche product and a specific audience, and getting used to accommodating those standards is going to be vital to keep that relationship sweet. Here, we’ll look at some of what you can expect it to entail.
Fast, Frictionless Onboarding
The modern client expects seamless onboarding as well as immediate value from their SaaS providers. As such, the first impression you make matters a lot. Aside from making clear the use cases, benefits, and features of the tools you offer, you should be sure to make it easy for them to sign up, log in, and start seeing these benefits for themselves. Offering step-by-step tutorials, in-app walkthroughs, and responsive setup support accelerates this process. Clients don’t have patience for complicated configurations or delayed access, so avoid any delays that aren’t strictly necessary for security’s sake. Offering trials can help reduce the initial friction of onboarding, allowing clients to get used to how things work before making a commitment.
Prompt, Convenience Service
One of the biggest benefits of SaaS compared to simply buying a software license is that you expect fast service and support directly from its developers. Not providing that support, be it in chat, email, phone, or even self-service, can lead to a lot of frustrations and clients switching to your competitors. It’s important to keep in mind that good service sis about more than tech support, too. Clients also want frictionless billing, clear pricing, and flexible plans. Your choice of SaaS payment processing services plays a crucial role here, allowing them to renew automatically, update their billing details, download receipts, and cancel services without jumping through hoops. At every step of the way, even the final step of canceling their subscription, you should focus on user-centric service.
Transparent Pricing and Features
If there are any unclear pricing structures or surprise fees that confound and confuse your clients, then you can expect them to walk out the door as quickly as they walked in. Nowadays, clients demand transparency about what they’re paying for and the value that it offers them. As such, it’s vital that you clearly communicate plan tiers, included features, and any additional costs. A real-time dashboard showing usage metrics helps users make better decisions about what service packages or tiers best suit their needs, which also reinforces their trust in what you provide. You should also integrate your billing system so that it’s easy to make and view changes as and when they are them.
A Product That Evolves To Client Needs
Another of the big advantages of going with SaaS instead of a traditional software purchase is that actively developed products are able to evolve based on the feedback of the clients. Actively gathering and implementing feedback through in-app surveys, user interviews, or community forums helps clients feel heard and keeps your solution relevant. Feature requests and bug reports should be acknowledged promptly, and you can include product roadmaps as part of your routine communication so that you can show your user base that you’re responding to their feedback. It’s not just about adding new features, either. You should focus just as much on optimization, eliminating friction, and enhancing what you have. Too many SaaS providers think that a game-changing new feature is going to make their clients happy when, in reality, they might just be waiting for a few fixes.
Strong Security and Compliance
Your SaaS users shouldn’t have to worry about whether they’re going to have to take extra steps to make sure that your software is secure or compliant. They are going to expect you to protect their data, be it with end-to-end encryption, two-factor authentication, regular vulnerability assessments, or otherwise. You also need to get to know the regulatory standards that apply to your software and clients, like GDPR and HIPAA, so that you can reassure clients that using your software is not going to force them to do extra homework to stay legally safeguarded.
SaaS clients tend to have a higher set of standards than your typical clients, even your typical commercial clients, as they often rely on the tools you provide to complete their own core processes. It’s important you keep the tips above in mind to become the kind of partner they’re happy to keep working with years into the future.