Customer experience is no longer just about the customer buying a product or service. It’s now also about the customer using it, engaging with it, and, in many cases, interacting with other customers—the so-called omnichannel customer experience.
SaaS companies know that there is no one-size-fits-all when it comes to customer expectations. As more consumers become omnichannel, the need for a seamless customer experience becomes even more critical.
But, it’s essential to narrow down your omnichannel strategy. This approach will help identify where to differentiate from your competitors and generate new customers. And we’ll help you do just that in this post.
Reach out to leads via social media
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Social media can help you reach the right audience. It’s a great way to engage with your customers and prospects and provides an opportunity to learn more about them.
These interactive media tools are also among the most cost-effective ways to advertise your business, as it’s free! It’s also one of the best tools for customer service.
But before jumping into social media marketing, you’ll need a plan first.
The first step is deciding what you want to achieve with your strategy. You can use it as an initial point of contact when someone expresses interest in your product or services, and you can then move the conversation to email or phone.
For example, you have an e-commerce store, and you want to provide an immersive customer experience to your loyal clients. You can manage your customer service via social media channels like Facebook Messenger, LinkedIn, and Twitter through a chat app on your website, then you can direct your customers to those platforms.
Use CRM software to optimize customer experience
One of the best ways to get started is by implementing customer relationship management (CRM) software. CRM tools like Freshsales or HubSpot Marketing can organize your company’s data and improve the way you interact with customers.
This software allows you to gather all data about your customers in one place. This tool also makes it much easier for you to keep track of their needs and preferences. It allows you to track who your customers are and what they want so that you can provide the best possible service at all times.
It can also help you identify trends in their behavior, which will help you develop strategies for future growth. You can then use this information to ensure your marketing efforts are as effective as possible.
However, if you think your CRM isn’t performing well, it’s high time to change your CRM tool.
Set up a live chat feature on your website
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A live chat tool can be a great way to interact with customers, especially if you are selling something that requires some explanation or demonstration. This tool will allow you to answer questions quickly and efficiently, which will reduce friction in the buying process.
Live chat also gives your customers a way to talk directly with an employee of the company, which makes them more likely to trust what they hear. Integrating a chatbot into your website is very useful if you sell products or services that require a lot of consultation.
If a customer has a question about your product, they can contact you directly through live chat instead of waiting for an email response. This setup means that any issues or concerns can be addressed immediately and will likely result in fewer complaints.
Send out customer onboarding surveys
A PwC report says that 63% of customers are willing to disclose more personal information to a business that provides a great customer experience. And customer onboarding surveys are an effective way to share information with a company.
Conversely, onboarding surveys can help you identify pain points in the onboarding process. You can ask your customers what they think about their experience by conducting surveys. You can use this information to improve the onboarding process and ensure everyone is happy with what they’re getting.
Automating the customer onboarding process can help save time and money. It also helps new customers get their needs when using your product or service. Onboarding surveys can help you determine what aspects of your onboarding process need improvement and which are working well.
Create personalized offers for repeat customers
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Likewise, you can motivate customers to opt-in for personalized offers. With your CRM system with data, you can make personalized offers through email campaigns, survey apps, or even in-app messages.
Customers may feel intimidated by the process when they buy from you for the first time. They’re unsure if they made the right choice or have all the information they need to make an informed decision.
The second time around, they will already know what works and what doesn’t—and if there are any areas where your product could improve.
Omnichannel customer experience strategies for SaaS companies focus on delivering a consistent and personalized experience across all touchpoints. And in today’s borderless e-commerce transactions, personalization also means localization of your marketing content.
SaaS companies can deliver personalized offers based on their individual needs, preferences, and behavior by creating a single view of the customer. This approach helps them achieve higher conversion rates, increase revenue per customer, and reduce churn.
Ask for referrals from satisfied customers
Ask for referrals from satisfied customers. If a client is happy with your product or service, ask them if they know anyone who might also benefit from your offer.
This practice can be as simple as sending them an email asking if they’d like to recommend your company to someone in their network who could benefit from the same solution. Many SaaS businesses ask clients for referrals—but not all of them do it effectively.
When you ask for a referral, it’s essential to personalize the message and provide value first. You can send an email thanking customers for their business and offering them a free trial or demo of your product. Then include a personalized invitation to refer friends and colleagues who might also benefit from using your solution.
Have 24/7 third-party support
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It’s essential to know whom to contact if something goes wrong with your service. Ideally, it would help if you had a dedicated support team to address issues quickly and effectively.
If you don’t have one—and most SaaS businesses don’t—make sure to include a link to an external helpdesk or FAQ page in every onboarding email. These options are crucial if you offer technical support for your product (which many SaaS companies do).
Customers who have an issue with your SaaS product will usually contact you to resolve it. But if you’re unavailable or don’t respond in a timely manner, they might turn to other channels for help—which could lead to negative word of mouth. To prevent this from happening, make sure your company has a support team ready and willing to address customer concerns quickly.
Having a support team available 24/7 can be unrealistic financially for some early-stage enterprises. To cope with that barrier and reduce associated costs many companies have chosen to implement website chatbots which enable them to maintain 24/7 support to their customers while keeping their technical-related support expenses as low as possible.
Even though building a chatbot can look difficult to achieve, there are existing several handy software and tools to facilitate its creation.
Provide various payment options
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Your customers will be happier if they can pay for your SaaS product in a way that’s easy for them. If you offer multiple payment options, such as credit cards or PayPal, this will give your prospects more flexibility and help them to get started using your solution sooner.
This method is essential if you mostly manage monthly subscriptions. If customers can’t afford to pay with their credit cards or don’t want to use them, they could cancel their subscriptions, leading to negative word of mouth.
To prevent this from happening, make sure you have various payment options available so customers can choose the one that works best for them.
Moreover, offering multiple payment options is found to help foster customer loyalty and enhance conversion rates.
Offering shoppers multiple payment options will likely boost conversion rates while encouraging customer loyalty.
Setup multiple customer access channels
If you’re selling a SaaS product, it can be difficult to predict when or if you’ll need to talk with a customer. You might have a sales team who handles this kind of thing, or you might not. Regardless, your customers must have multiple ways of contacting you other than over the phone.
This setup will help them feel more comfortable using your solution and also give them some flexibility in case they need assistance from someone other than an actual human being. Providing multiple access is an efficient way to improve your customer experience and help your business stand out from competitors.
If you offer 24/7 support, but customers can only reach you by phone, it may not seem like you’re providing the same level of service as those who offer other options. If you have a SaaS product, you don’t want to be the only person who can help your customers with issues.
To make sure they can get in touch with someone who knows what they’re talking about, provide a variety of ways to contact you and make sure that each is easy for customers to use.
Omnichannel strategies can make a big difference in your business
Omnichannel customer experience strategies are all about listening to your customers and tailoring the product experience to ensure they have a positive experience. These techniques are designed to handle these different preferences and make it easier for customers to interact with your business no matter where they encounter it first.
SaaS companies need to be ready for all this interaction if they want to grow their business—and they’ll have to find a new customer experience strategy.
An excellent omnichannel customer experience can help you turn all customer interactions into positive ones. This approach will help increase your customer retention rate and improve sales conversions.