How to Enhance Customer Experience in SaaS

𝗘𝘃𝗲𝗿𝘆𝗼𝗻𝗲 𝘀𝗮𝘆𝘀 𝘆𝗼𝘂 𝘀𝗵𝗼𝘂𝗹𝗱 𝘁𝗿𝗮𝗰𝗸 “𝗧𝗶𝗺𝗲 𝘁𝗼 𝗩𝗮𝗹𝘂𝗲.” But no one ever explains how. So let’s break it down. First, forget the word “value.” It’s vague. It’s subjective. It’s hard to measure. Instead, ask: 𝗪𝗵𝗮𝘁’𝘀 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝙢𝙚𝙖𝙨𝙪𝙧𝙖𝙗𝙡𝙚 𝙧𝙚𝙨𝙪𝙡𝙩 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘄𝗮𝗻𝘁𝘀 𝘁𝗼 𝗮𝗰𝗵𝗶𝗲𝘃𝗲?  • “More leads per week”  • “Faster deal close times”  • “Fewer security incidents per month” That’s your destination. But getting there might take weeks (or even months). So here’s the real key: 𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝘁𝗵𝗲 “𝗳𝗶𝗿𝘀𝘁 𝗿𝗲𝘀𝘂𝗹𝘁” 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗼𝘂𝗹𝗱 𝗮𝗰𝗵𝗶𝗲𝘃𝗲.  • First lead from your system  • First deal closed using your platform  • First security incident prevented through your product Because 𝘛𝘪𝘮𝘦 𝘵𝘰 𝘝𝘢𝘭𝘶𝘦 is really just: 𝗧𝗶𝗺𝗲 𝘁𝗼 𝗙𝗶𝗿𝘀𝘁 𝗥𝗲𝘀𝘂𝗹𝘁. And if you get that right — engagement skyrockets. Adoption improves. Churn drops. 𝗛𝗲𝗿𝗲’𝘀 𝗮 𝗿𝗲𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗮𝗺𝗽𝗹𝗲: I worked with an ecommerce email marketing SaaS company. Their product helped brands drive more sales through email. Sounds clear, right? But many new customers spent their first month building social proof or welcome emails — the ones that don’t drive sales. So their first email sale? Didn’t happen for weeks, if at all. The result? High churn. 𝗦𝗼 𝘄𝗲 𝗰𝗵𝗮𝗻𝗴𝗲𝗱 𝘁𝗵𝗲 𝗴𝗮𝗺𝗲: In the first 7 days, the entire onboarding focused on 3 steps:  1. Create a sales email campaign  2. Send it out  3. Make their first dollar Retention improved. Expansion grew. All because we shifted focus from features… to 𝗿𝗲𝘀𝘂𝗹𝘁𝘀. 𝗪𝗵𝗮𝘁’𝘀 𝘁𝗵𝗲 “𝗳𝗶𝗿𝘀𝘁 𝗿𝗲𝘀𝘂𝗹𝘁” 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘀𝗵𝗼𝘂𝗹𝗱 𝗮𝗰𝗵𝗶𝗲𝘃𝗲? #customersuccess

Wondering how to design a Scaled Customer Success motion? Leverage your data and reverse engineer what your customers need. Take the customers that you already know are successful, and look at their data to identify what a successful customer journey looks like. We keep the customer at the center, and use the data we have available to better understand our customers en masse. As you look at the data, you might find information that surprises you. Doing a regression analysis across customer data will tell you surprising things around signals that indicate growth potential as well as risk. You might find that the feature you thought was most "sticky" isn't actually used all that much by your growing and successful customers. You might find that the data that correlates to successful business outcomes for customers isn't at all what you would have guessed. After you've looked at this data and put on your detective hat and asked it good questions, you're ready to begin mapping out how to achieve those results at Scale. Start with what channel you're going to use. You can decide what is best delivered via digital channels vs human channels so that customers can grow and better accomplish their goals. You can identify where your CSMs can best spend their time in strategic human intervention as risk mitigation or growth acceleration as they help customers achieve their desired outcomes. You keep customers at the center by listening to what they're telling you: both in what they say and what they DO. That's what data can help you understand: what it is that your customers are actually doing. And then as you build out this Scaled motion, constantly go back to the data and get a better understanding if what you're doing is accomplishing the goals you're looking for. Don't make assumptions, be willing to look at the data and see the results. Because the only thing worse than not having data you need, is ignoring the data you have because you're too comfortable with what you're already doing. #CustomerSuccess #SaaS #Data #DigitalCS

You probably have more customer info than ever.⁣ So why can’t your team answer basic questions or make confident decisions?⁣ It’s because data lives in separate systems. Align your tools, insights & the people serving customers.⁣ ⁣ Here’s what that disconnect looks like every day:⁣ ✓ The agent answering the call can’t see the customer’s last chat.⁣ ✓ The supervisor reviewing performance can’t trace a customer issue from beginning to end.⁣ ✓ And service teams are expected to deliver great experiences without knowing what’s already been said or promised.⁣ ⁣ The path forward isn’t more tools.⁣ It’s fewer, smarter ones that are connected and accessible.⁣ ⁣ ❶ Start by mapping one customer journey with your cross-functional teams at the same table (in person if possible).⁣ ⁣ ❷ Identify where handoffs happen, where data gets lost, and where communication breaks — both internally and with the customer.⁣ ⁣ ❸ Then rebuild your systems so the right people have the right context at the right moment — without logging into five platforms or asking the customer to explain again.⁣ ⁣ That’s how you create Emotional Highs™:⁣ Not surface-level satisfaction, but a meaningful emotional lift that makes people stay, return, promote, and forgive when mistakes happen.⁣ ⁣ Loyalty isn’t driven by your tech stack.⁣ It comes from how people FEEL when every interaction is easy, efficient, and clearly built around their needs.⁣ Yes — feel. As in emotions. The thing that’s always driven buying decisions, even if companies pretend otherwise.⁣ ⁣ This isn’t a tech upgrade.⁣ It’s experience transformation.⁣ And it’s how you compete and win in today’s market.⁣ ⁣ Are YOU #DoingCXRight®?⁣ Need help with ❶ ❷❸ above? Message me. ⁣ 👉 Share + comment if you found this helpful so others can benefit.⁣ ⁣ #CX #TheFormula #Nextiva #CustomerExperience #CustomerService⁣

Bad customer experience (CX) is costly. But worse than the cost is the damage it can do to your business. We’ve all seen the fallout from poor customer interactions—lost sales, negative reviews, and damaged reputations. That’s why it’s crucial to prioritize and enhance CX. Here are key strategies to implement: ➡ Map the Customer Journey: Each click and interaction shapes their perception. Create detailed personas to uncover needs, behaviors, and pain points. ➡ Process Inventory: Identify inefficiencies, like delayed shipping, by mapping the customer journey and tracing issues back to their roots. ➡ Ethnographic Research: Study customers in their natural settings to gain insights data alone can't capture. Align strategies with genuine customer expectations. ➡ Cultivate a Customer-Centric Culture: Follow Tesla’s lead—ensure every employee is driven to enhance CX, fostering continuous feedback and adaptation. ➡ Leverage Data: Use a 360-degree view of each customer to predict needs, personalize interactions, and exceed expectations. Don’t cut corners when it comes to improving CX. Focus on these strategies to drive loyalty and revenue. It’s worth it.

For SaaS companies, customer churn is closely tied to growth. From an industry standpoint, the average churn rate for mid-market companies is between 12% and 13%. With renewal-based revenue models, churn directly affects both topline and bottom line. At Egnyte, AI and Machine Learning have been pivotal in our journey to improving customer retention and reducing churn. We have noted a 2.5 to 3 points reduction in churn rate by deploying AI programs that are actionable for both our customers and CSM teams. AI can offer powerful capabilities to help SaaS companies significantly reduce churn by enabling proactive and data-driven customer retention strategies. Some of these strategies are: 1. Predictive Churn Analytics Machine Learning models analyze vast amounts of customer data (usage patterns, support interactions, billing history, feature adoption, login frequency, etc.) to identify subtle patterns that precede churn. They can flag customers as "at-risk" before they can explicitly signal dissatisfaction, allowing for proactive intervention. It can further assign a "churn risk score" to each customer/ user, enabling customer success teams to prioritize their efforts on the most vulnerable and valuable accounts. The actionable operational data that we received by employing ML is the essence of churn analytics. 2. Hyper-Personalized Customer Experiences AI allows SaaS companies to move beyond generic communication to highly tailored interactions based on user behavior and feature adoption. AI can suggest relevant features, integrations, or workflows that the user might find valuable but hasn't yet discovered. AI can also determine the optimal timing and channel of customer-focused content, such as help desk articles, feature awareness videos, and case studies. 3. Automated Customer Support and Engagement AI can enhance customer support, making it more efficient and impactful. AI-powered chatbots can handle common customer queries 24/7, reducing wait times and providing instant solutions. Advanced chatbots use Natural Language Processing (NLP) to understand complex queries and provide personalized responses. It also helps in online enablement, reducing onboarding costs. While these strategies are already redefining the way CSM and enablement teams service customers, their significance in the cadence of customer retention strategies is going to increase hereon. Enterprises need to use AI intelligently and efficiently and focus on gleaning actionable insights from their AI strategies. #B2BSaaS #Churn #CustomerRetention

One thing I've noticed when working with clients and doing discovery calls is that a lot of companies are not using customer signals to be proactive instead of reactive. Being proactive rather than reactive is the key to ensuring customer satisfaction and retention. One effective strategy to stay ahead of potential issues is by documenting and understanding "customer signals" – subtle behaviors and indicators that can serve as red flags. Recognizing these signals across the organization allows businesses to engage with customers at the right moment, preventing issues from escalating and ultimately fostering a more positive customer experience. Teams should not just try to save the account once there is a request to cancel or an escalation. You need to pay attention to the signs before you hit this point. Ensuring the entire team knows what to look for means that everyone is empowered to care and improve the customer experience. Here's a list of customer behaviors that could be potential red flags, gradually increasing as they check out or consider leaving: 🔷 Reduced Engagement: Decreased interactions with your product or service. Limited participation in surveys, webinars, or other engagement opportunities. 🔷 Decreased Usage Patterns: A decline in frequency or duration of product usage. Reduced utilization of features or services. 🔷 Unresolved Support Tickets: Multiple open support tickets that remain unresolved. Frequent escalations or dissatisfaction with support responses. 🔷 Negative Feedback or Reviews: Public expression of dissatisfaction on review platforms or social media. Consistently low scores in customer feedback surveys. 🔷 Inactive Account Behavior: Extended periods of inactivity in their account. No logins or interactions over an extended timeframe. 🔷 Communication Breakdown: Ignoring or not responding to communication attempts. Lack of response to personalized outreach or engagement efforts. 🔷 Changes in Buying Patterns: Drastic reduction in purchase frequency or order size. Shifting to lower-tier plans or downgrading services. 🔷 Exploration of Alternatives: Visiting competitor websites or exploring alternative solutions. Engaging in product comparisons and evaluations. 🔷 Billing and Payment Issues: Frequent delays or issues with payments. Unusual changes in billing patterns.

Great customer experiences don’t happen by accident. The top CX teams are doing a few things differently. 👇 The strongest teams I’ve seen are staying close to what their customers need and keeping a close eye on what their systems might be missing. They’re making smart, focused changes that support both the customer and the agent experience. Here are 3 things I’m seeing top CX teams lean into right now: ✅ Tapping into voice data: Customer conversations are full of insight. Leading teams are using voice data to spot patterns, flag common issues, and make meaningful improvements. It’s also helping them coach more effectively and tighten up workflows. ✅ Using AI to stay consistent and responsive: AI is helping teams manage FAQs, handle routine requests, and keep up with demand, without losing that personal touch. It also frees agents up to focus on the conversations that need more attention. ✅ Coaching for confidence: The best coaching is tailored. High-performing teams are using real examples from calls and real-time insights to help agents grow, improve, and stay in sync. If you’re looking to evolve your CX strategy, these are 3 great places to start. #CustomerExperience #AI #ContactCenter