4 Major Mistakes to Avoid During Customer Education for SaaS Companies
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4 Major Mistakes to Avoid During Customer Education for SaaS Companies A majority of individuals stop consuming a product or service not because they do not find it useful or because it is not capable of solving their issues. Rather, they stop consumption because they find it challenging to get habituated to it. People look for products and services that are easy and capable of solving complex issues. And, as a SaaS company, you must cater to their needs. Regrettably, few such businesses have come to the realization and have been able to successfully implement it. According to a recent study, “About 40% to 60% of consumers who sign up for an unpaid trial are likely to utilize a company’s products and services and never return.” It is just 2.7% percent of those who continue to stick to these services after the trial. So if a user abandons your company, either they have not used your product enough to like it or they didn’t like it at all. So in the cases where the problem is in your hands, you must try to address them. When customers sign up for a service or a product, they do so only when they are sure about its capability of solving their problems. Thus, among the several reasons for users leaving, poor onboarding is one of them. SaaS businesses tend to make several such mistakes while providing customer education, which overall decreases their ROI and reduces the value of their products among customers. So, to prevent you from taking any steps that hinder the growth of your venture, we are here to share some of the key mistakes that you must avoid. In this article, we will take you through the entire process of customer education and share some of the essential aspects associated with the same. So, without any further delay, let’s dive in to know 4 Major Mistakes to Avoid During Customer Education For SaaS Companies. To make sure that your customers get the best learning experience and also begin to value your products and services like you want them to, these are the top mistakes that you must avoid. 1. Poor Relation Between Educational and Business Goals Based on the goals of your business, you must set the goals for your customer education program. For instance, if the aim is to decrease the number of support tickets raised, you must make an FAQ section on your company’s website addressing the commonly asked questions. 2. Poor Customer Training Strategy If your strategy is not clear and goal-oriented, it will be short-lived. Thus, to avoid this, you must form a step-by-step plan based on your goals and define the metrics that the company will utilize for measuring progress. 3. Disregarding KPIs and Metrics When you disregard KPIs and metrics, you will never know the areas of customer education that need improvement. So, measure the engagement rate, net promoter score, customer lifetime value, and customer churn. 4. Poor Choice of Customer Education Medium A poor choice of medium for customer education implies a waste of time and money. To avoid this, you must consider the type of audience, their educational needs, and your educational goals. About CXcherry CXcherry is a modern, AI-enabled, purpose-built Customer Training LMS. CXcherry LMS for Customer Training is on a mission to redefine the way you onboard, engage and retain your customers. CXcherry Product Training Platform help you to accelerate your product adoption and increase customer retention through continuous customer education. Leading organizations around the world trust CXcherry customer learning platform to manage & deliver their customer training and measure the business impact of their customer experience. CXcherry Customer Education Platform is proud to be one of the important partners in your customer's success journey. CXcherry Customer Training LMS Software Online is used by many leading Small & Medium Enterprises, Start-up companies, Training Companies, SaaS, PaaS, and Software Product companies to train & educate their customers.
It acts as the single suite for all your training needs. Some of the key benefits are- 1. Easy Administration 2. Intuitive User Engagement 3. Easy Content Upload 4. Built-In Certification and Assessment Engine 5. Multi-Domain Functionality 6. API Driven Third-Party Integrations 7. Data Intelligence & Reports 8. Enterprise-Grade Reliability and Security 9. Powerful Integrations with WordPress, Zoom Contact CXcherry Address: 2603 Camino Ramon STE 200,San Ramon, CA 94582,United States Contact No: (+1) 332-232-7494 Email: info@cxcherry.io Website: www.cxcherry.io Follow Us Facebook Instagram LinkedIn YouTube Pinterest
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