Nowadays, the SaaS service market is very hot, and more and more Chinese enterprises are aware of the disadvantages of the high price and maintenance costs of the traditional software licensing model, begin to understand the advantages of SaaS software in saving manpower and material costs, and begin to experience or formally use SaaS software. service provided. There are more and more SaaS products and services entering the market. Faced with so many options, as an enterprise user, how should we choose SaaS products and services? Try the product, choose the vendor, evaluate the security, confirm the price, confirm the contract—the five general steps known as choosing a SaaS service. Sound simple? In the process of selecting products, we will find that enterprises encounter more and more problems.
The following is what we have collected about the problems that enterprises will encounter in choosing to use SaaS, hoping to bring some inspiration to SaaS companies. (Part of this excerpted from 22Reasons Why Your SaaS Is Losing a Ton of Money And How to Fix That)
1. Pricing Information Issues
The pricing problem is not just high prices, but also that some companies do not provide sufficient and public pricing information on their websites. Customers want to know an accurate and detailed price before they see a sales representative or try to start a product trial. For many people, it is impossible to understand all aspects of the price of this tool and subdivide it, then they will feel that this product has a false name and an inflated price.
2. Data cannot be coordinated
Although many enterprise customers who use traditional software agree with the concept of cloud services, because the existing SaaS system cannot be connected with the mainstream ISV system, the data between the two systems cannot be coordinated. The loss of efficiency caused by parallelism causes enterprises to be very hesitant when making decisions.
3. trust issues
In the SaaS world, trust is always an insurmountable barrier. Customers are not just thinking about whether it is worth spending money with you, but more importantly, once a partnership is formed with you, some very sensitive business information about your company is in the hands of others. When an existing SaaS company is on the verge of bankruptcy, its client companies will suffer greatly, especially if they pay out the money in the form of annual fees in advance, these customers are even worse. Most start-up SaaS companies risk their own existence, and it is this brutal fact that makes it difficult for new SaaS companies to gain enough trust from customers.
4. Frustrating and annoying teaching experience for beginners
Some of your new users think this way: they want you to teach them step-by-step procedures, while other new users don't think so, they want you to leave them alone, they have to explore on their own various functions of the product. It is of course difficult to achieve a certain balance between the various preferences and demands of users, but at the very least you should strive to make all the links easy to understand, so that they will not be in the "novice" Teaching” part felt obscure, or scared away. How many steps does it take to create a new account? How do you go about collecting data? How do you go about providing some additional information? Think about how these behaviors will affect the human-computer interaction experience?
5. Unable to meet individual needs
For typical enterprise customers, sometimes it is more not to do some pre-estimated work in advance, but more to do planning according to demand. In SaaS solutions, if personalized services cannot be provided at any time according to the needs of enterprises, customers will also be lost, and only general versions are provided to force customers to make choices.
6. Complications in the exit process
I have to admit that there are indeed some companies that deliberately make the process of canceling services very complicated. It is no wonder that so many users are now frustrated and complaining that this behavior is too petty.
7. bad customer service
Customer acquisition costs are often several times the cost of customer retention, but if your customer service is terrible, nothing will cost you more than churn.
Bad customer service can manifest itself in many ways, it could be taking too long to answer a question, or not answering a question at all. Of course, the most self-defeating way is to ignore customer complaints, and soon social media will evolve into a whirlwind that eats up your company brand, so make sure your customer service staff are timely and accurate. , Friendly and effective to answer all kinds of questions from customers.
So how do you improve your SaaS performance?
Although the Internet is full of various customer complaints and complaints, we can still find out the path to improve SaaS performance. for example:
1. Think about what your customers want
The reality seems to be this: The more complex and significant problems your SaaS company solves, the more money you can make from it. But you also need to be concerned about what the customer is thinking right now. Try to understand customer needs and then provide solutions based on that. Remember, of all the features you offer, users are only interested in a subset of them, and often it's the ones they like the most that really solve the problem.
2. Focus on user experience
Your users get satisfaction when using the product, and a pleasant experience will definitely bring you more business. On the contrary, if there are always some annoying situations during use, they It may be some insignificant details in your eyes, but it can allow users to cancel the payment in the middle, and even spread their complaints to the people around them.
So what to do? Thoroughly test all aspects of the product from the very beginning to ensure that all problems are nipped in the bud, and keep an eye on customer feedback.
3. Respond immediately to the submitted questions
Users will feedback their one through various channels such as phone calls, emails or social media sites. No matter what the channel is, they are submitting a question, please make sure you can give them a satisfactory answer in the shortest time. If you don’t do this, there is a good chance that a dissatisfaction will turn into a PR crisis that will give you headaches. Please remember to assist customers in a courteous, professional and efficient manner.
4. Allow "Data Dock"
There are still some of your customers who may temporarily leave your tool platform, but you need to ensure that you can keep the data for them for a period of time, and when they change their minds and renew the service in the future, everything can be resumed naturally. .
5. Take advantage of customer feedback
You may have conducted countless discussions on your product within the company, but it is precisely because you are too close to your product that you cannot start from a fair and appreciable perspective, especially the direction of product development needs to be listened to. Client's thoughts. When developing a product, try to imagine what potential problems users will encounter and what their usage scenarios are. Fortunately, users often reveal their favorite and ideal scenarios. Of course, there are also them. most hated. Find out all the messages that mention your product, reply one by one, and carefully consider whether every suggestion made by the user is worth implementing in the follow-up research and development.
6. Build a truly great product that everyone is happy to pay for
Let's be honest: If you're a SaaS company owner, you've probably spent the past few years building your product with all your hard work (and all your belongings, of course). You may want to provide a perfect solution to an existing problem, and hope that everyone can overcome this problem with your application. In order to do this, your product must stand out, be different, and provide the most practical solution to the most practical problem. In the vast majority of cases, paying clients are able to give you higher-quality, more constructive advice.
So it boils down to the same sentence: build a truly great product that everyone is happy to pay for
7. Open your ears and listen to voices on social media for any opportunities your performance can open up
With the flood of information on the Internet these days, it can be difficult to find relevant content on a specific topic. But you can also choose to ask questions and post the problem you solve as a "solution seeker" to find all potential customers related to the problem. There are so many platforms now that potential customers are looking for their favorite SaaS tool. After asking these questions, give yourself even a push function that reminds you of updates at any time.
That way, you can always let people know that you have the solution they want the most.
8. Use Nimbus City :)
Haoyu Cloud Market is an application-centric market that produces and uses cloud applications (Cloud NativeApplication) for all users. For application users, the cloud market can greatly reduce decision-making costs and delivery costs. At the same time, it can help application makers have the ability to produce and deliver SaaS services. Traditional ISV vendors can transition to become SaaS vendors at extremely low cost through the cloud market, providing SaaS services for more users.
