If you run a SaaS (News - Alert) company, you would know the hard work that goes into acquiring customers. And then the moment you realize their time with you is now over. Argh! It sure breaks the heart.

But if you look closely, no customer or prospect chooses another company over yours for no reason.

This means that something might have lacked from your side. And in this post, we are focusing on that part.

Here you will read about four common service mistakes that cost SaaS companies customers.

1. Lack of Contact Options

Many times your prospects or customers may feel the need for getting in touch with you. This can be for their queries regarding a service that they bought from you. And it can also be regarding a service that they are planning to buy.

In both cases, they’ll need a contact channel through which they can reach you.

However, if they can’t find it at the right time, they may get disappointed and distracted, and hence start looking for alternatives.

That’s when you may be really close to losing customers.

And this doesn’t particularly mean that you have not set up contact channels. Problems like these can occur even if you have set up a variety of contact channels, but aren’t active on them.

So, make sure your contact centre funnel is free from such clogs.

2. Taking It Lightly

Yes, you can’t constantly keep stressing about your customers’ issues, but you need to make sure that you fix them at the earliest or you may lose them forever.

“But our team works with 100% dedication and listens to all the issues that our customers have.”

Well, that is great. But are you providing them with the right solution at the right time?

It’s important to understand that whenever a customer or prospect reaches out to your contact centre for help, in a majority of cases, they may be in dire need of guidance. So, if you succeed in helping them, you may have earned a reputation.

However, if they are disappointed, they may never recommend your service to anyone. Plus, they may drop the idea of buying more services from you.

So, never take a customer query lightly. Even the smallest problems can cost you a great deal of business.

3. Inefficient Customer Training

Another common mistake is the lack of proper customer training.

Indeed, you can train all customers once they get in touch with you. But what’s the point if they are having to spend more time and make efforts to get in touch with you.

It’s important to understand that no matter how qualified your customer service process is if you are giving your customers no means of educating themselves about your service, your business is going to suffer.

So, what’s the best that you can do?

Employ efficient means of customer training.

This can include users’ manuals. Or online training programs. Or videos that help your customers make the most out of the software that they just bought from you.

4. Not Tracking The Right Metrics

Surely, there can be a world of metrics related to your customers that you can track. But is tracking these metrics helping your business grow?

Well, if not, you might have been tracking the wrong metrics.

It’s crucial to track the metrics that are most important for your business. For example, if you are looking forward to driving ultimate customer success, keeping track of customer health score can help.

Final words

Customer service is one of the most important aspects of maintaining a growing SaaS company. However, some mistakes can pull down the efficiency of the entire process.

In this post, we talked about four such mistakes.

Hopefully, you enjoyed reading this and found this helpful.