Create The Best Customer Support And Ensure Your Customers Success
Written by Josh Hines • August 28, 2024 • 3 Minute Read
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One of the best ways to reduce churn on your platform is delivering an amazing experience that onboards and ensures the promises, claims, and offers you share with prospects are met and exceeded once they become paying customers.
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Customer Onboarding
In the SaaS world, the worst thing you can do is sell your platform and simply give them a login and free rein to do whatever they want. Quick insight, they'll probably end up doing nothing and churning out.
Instead, sharing welcome messages and guides to walk them through how to use your platform will ensure they use it, find value, and don't churn out increasing their lifetime value for your bottom line.
Delivering On Promises, Claims & Offers
More importantly, the value you shared during the sales process, there were probably specific goals or outcomes prospects were hoping to gain by purchasing your platform.
Having an onboarding survey can help you to identify what really matters so that you can focus your communications on solving those particular outcomes.
If you've done your marketing and sales correctly, you've most likely positioned yourself in the market sharing specific offers, at a minimum you should have an onboarding process that walks your customers through the steps to achieving those claims.
Finding Customer Pain Points
You'll also want to be able to monitor how people are engaging on your platform. Are there areas that are causing frustration or places that cause dropoff? You'll want to ensure that these are quickly fixed.
Expanding Your Platform Roadmap
Lastly, having a way in which you gather feedback from customers either through a customer success team or having form inputs on your platform, will allow you to run NPS scoring surveys to discover how people think about your platform as well as when they would like to be changed or enhanced.
You can then add these ideas to your roadmap.
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