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
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