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Kontrolni popis za uključivanje SaaS klijenata

Kontrolni popis za uključivanje SaaS klijenata je alat koji menadžeri za uspjeh klijenata koriste za praćenje ključnih zadataka koji se moraju završiti tijekom početka klijentovog putovanja s novom Software as a Service (SaaS) aplikacijom. Ovi koraci će pomoći da klijenti dobiju najviše od vašeg SaaS-a i izbjegnu sve potencijalne prepreke na putu koje mogu dovesti do ranog odljeva klijenata.

Važnost kontrolnog popisa za uključivanje SaaS klijenata

Uspješno uključivanje klijenata u novu SaaS aplikaciju ovisi od toga koliko je ona laka za korištenje i koliko brzo klijent može vidjeti rezultate korištenja softvera. Ako je proces uključenja klijenta dug, kompliciran ili mu nedostaju ključni koraci, to će vjerojatno obeshrabriti nove klijente po pitanju korištenja softvera i uzrokovati njihov odljev.

Kontrolni popis za uključivanje klijenata za SaaS može pomoći menadžerima zaduženima za uspjeh klijenata u praćenju ključnih zadataka koji se trebaju završiti tijekom početka putovanja klijenta i pravilnom izvršenju svakog od njih. Implementacijom ovih metoda, moći ćete pružiti svojim klijentima sjajno iskustvo uključivanja koje održava njihovo zadovoljstvo vašim proizvodom.

Tko može imati koristi od kontrolnog popisa za uključivanje SaaS klijenata

  • Menadžeri za uspjeh klijenata

Kontrolni popis za uključivanje SaaS klijenata može pomoći menadžerima zaduženima za uspjeh klijenata da prate ključne zadatke koji se moraju izvršiti tijekom početka klijentskog putovanja. To će im omogućiti da pravilno izvrše svaki zadatak i pruže svojim klijentima odlično iskustvo uključivanja.

  • Upravitelji računa

Ako ste upravitelj računa, kontrolni popis za uključivanje SaaS klijenata vam pomaže u praćenju zadataka koji se trebaju završiti za svakog klijenta pojedinačno. Na taj način im možete pružiti najbolje moguće iskustvo i biti sigurni da vaši klijenti dobivaju najviše od vaše SaaS aplikacije.

  • Novi SaaS klijenti

Kontrolni popis za uključivanje SaaS klijenata može pomoći novim klijentima da dobiju najviše iz vašeg softvera. Ako kompanija slijedi sve korake s takvog kontrolnog popisa, klijenti će brzo moći vidjeti rezultate i nastaviti biti zadovoljni s uslugom.

Istražite naš kontrolni popis za uključivanje SaaS klijenata

Kontrolni popis za uključivanje SaaS klijenata

When a new customer signs up for your SaaS, send them a triggered greeting.

Why is it important to prepare an automated welcome message?

This is the first interaction that a new customer has with your company. It’s crucial to make this message as friendly and welcoming as possible, as it will set the tone for future interactions.

LiveAgent Welcome on board message

How to prepare an automated welcome message?

Your greeting should include information on how to get started with your software and what they can expect from the customer onboarding process. It’s also a good idea to include links to helpful resources, such as your company’s blog or FAQ section.

What tools to use for preparing an automated welcome message?

  • Marketing automation platform – to set up a triggered greeting
  • Email service provider – to send the automated welcome message
  • Your company’s blog or FAQ section – to provide helpful resources for new customers

Once you’ve greeted the customer, it’s time to reach out to schedule a call.

Why is it important to schedule a call with the customer?

A phone call is a great way to build rapport with a new customer. It’s an opportunity to introduce yourself, get to know them better, learn more about their needs, and answer any questions they may have.

Schedule a demo with a stellar help desk software - LiveAgent

How to schedule a call with the customer?

Send the customer an email or calendar invite with the date and time of the call, as well as a link to the meeting. Be sure to include any additional information that they may need, such as an agenda or a list of questions to prepare for the call.

What tools to use for scheduling a call with the customer?

  • Scheduling tool – to arrange a time for the call
  • Calendar software – to save the date
  • Email service provider – to send the invite

This is the first thing that new customers see when they sign in, so it will set the tone for future interactions.

Why is it important to include a greeting screen or modal?

Not only is this an opportunity to make a great first impression, but it’s also a chance to provide some helpful information about your software. This will let your customers know what to expect and how to get the most out of your SaaS application.

LiveAgent installation status

How to include a greeting screen or modal?

Either create one yourself using HTML, CSS, and JavaScript or use a tool like Appcues to create and manage your greetings.

What tools to use for including a greeting screen or modal?

  • HTML, CSS, and JavaScript – to create a greeting screen or modal
  • Appcues – to create and manage greetings

During the call or meeting, ask what the client wants to achieve by using your SaaS.

Why is it important to set customer success goals?

Having a clear understanding of the client’s onboarding goal means that you’ll be able to tailor the onboarding process to their specific needs. This will help them see results faster and increase their chances of success using your product.

Customer success representative

How to set customer success goals?

Work with the client to identify their specific aims of using your software. Once you have a good understanding of what they’re hoping to achieve, create a list of onboarding tasks so they can best use your SaaS application to achieve those goals.

What tools to use for setting customer success goals?

  • Goal-setting worksheet – to help you and the client identify specific objectives
  • Project management tool – to create a plan for achieving those objectives

Once the client’s goals have been set, it’s time to appoint someone to look over the progress made towards achieving them.

Why is it important to assign a customer success manager?

A good customer success manager will help the client get the most out of your software by providing guidance and support. They’ll be there to answer any questions, offer advice, and monitor how the client is doing.

Assign-agents-to-departments-LiveAgents

How to assign a customer success manager?

Choose someone who is both knowledgeable about your software and good at working with people. This person should be someone who the client can feel comfortable communicating with and can trust to help them achieve their goals.

What tools to use for assigning a customer success manager?

  • Staff directory – to find someone who is both knowledgeable about your software and good at working with people
  • Customer relationship management (CRM) system – to keep track of the client’s progress and interactions with the customer success manager

The type you choose will depend on the needs of your business and your customers.

Why is it important to choose the right onboarding model?

The SaaS onboarding process should be designed to meet the specific needs of your business and your customers. If it’s too long or complicated then you’ll risk losing customers before they even get started.

LiveAgent-getting-started-guide

How to choose an onboarding model?

Self-serve onboarding means that customers can get started using your software without any help from you, often making it the best option for simple applications with a low learning curve. A low-touch onboarding model requires you to provide some assistance, but customers can still largely figure things out on their own. A high-touch model is best for more complex applications when customers will need significant help to be successful.

What can help you choose an onboarding model?

  • Your business goals – to determine what kind of customer onboarding experience will best meet your needs
  • Your customers – to understand their needs and how they learn best

This will allow you to identify any areas where the customer might be struggling.

Why is it important to set up tracking and analytics?

Checking in on how the customer is progressing will help you measure their progress towards meeting their goals and spot any potential problems. As a result, you’ll be able to assist them and ensure that they stay on track.

Reports in Help desk software - LiveAgent

How to set up tracking and analytics?

One of the most effective methods is to use a data-driven approach. This means gathering information from a variety of sources to get a complete picture of the customer’s progress.

What tools to use for setting up tracking and analytics?

  • Customer success platform – to track customer health and activity across multiple channels
  • Data visualization tool – to help you make sense of all the data and identify patterns

The “a-ha!” moment is when a customer suddenly realizes the value of your product.

Why is it important to identify your Eureka moment?

The “a-ha!” moment is essential for driving product adoption and preventing customers from churning. It’s the point at which they realize the full potential of your product and how it can help them achieve their goals.

LiveAgent's landpage testimonals

How to identify your Eureka moment?

First, you can ask existing, satisfied customers when they experienced it through surveys, interviews, or even just casual conversations. You can also look for patterns in your data to identify when different customers are most likely to have their Eureka moments.

What tools to use for identifying your Eureka moment?

  • Survey tool – to collect customer feedback about their “a-ha!” moments
  • Chat tool – for talking with customers in real-time to ask them
  • Data analysis tool – to identify patterns in customer behavior

This is the sequence of events that leads a client from first using your software to having their “a-ha!” moment with it.

Why is it important to build a customer path backward from the Eureka moment?

By understanding the steps that lead up to the “a-ha!” moment, you can work to ensure that all customers have a smooth and successful journey to it. This will ultimately help reduce churn and increase product adoption.

woman mapping out process on three posters

How to build a customer path backward from the Eureka moment?

Start by mapping out the different steps that lead up to the “a-ha!” moment, then reverse engineer them to create a customer path. Once you have the path, you can identify any potential roadblocks and work on removing them.

What tools to use for building a customer path backward from the Eureka moment?

  • Customer journey mapping tool – to visualize the customer’s journey from start to finish
  • Project management tool – to help remove any roadblocks and streamline the journey

Having a collection of articles, product tutorials, and other resources available will help customers with using your SaaS.

Why is it important to set up a knowledge base or FAQ page?

They can be valuable resources for customers who are struggling to use your product or who have questions about it. By providing them with the answers they need, you can reduce the likelihood of giving up and churning.

LiveAgent knowledge base

How to set up a knowledge base or FAQ page?

Create the articles yourself, hire someone else to write them for you, or use a tool to generate them automatically. Altogether, you should aim to have at least 100 articles in your knowledge base.

What tools to use for setting up a knowledge base or FAQ page?

  • Feedback tool – to identify customers’ frequently asked questions
  • Knowledge base software – to generate articles automatically based on customer questions
  • Content management system – to host and manage all the articles in one place

Guides of any kind are a great way to help customers learn how to use your product.

Why is it important to make (video) tutorials?

If customers can’t figure out how to use your product, they’re likely to give up and churn. By providing them with step-by-step guides, you can increase the chances of them becoming long-term customers or even brand advocates.

LiveAgent’s webinars

How to make (video) tutorials?

You can either create them yourself or hire someone else to do it for you. There are several different ways to make tutorials, but a video is often the most effective.

What tools to use for making (video) tutorials?

  • Screen recording tool – to record your screen while you walk through the steps
  • Video editing software – to add visuals and polish the final product
  • Video hosting platform – to host and deliver the videos to your customers

This is a great way to offer support to customers in real-time while they are using your software.

Why is it important to implement chatbots or live assistance tools?

Customers who are struggling to use your SaaS might need assistance in real-time. Offering this kind of support will help them get the most out of your product and reduce the likelihood of them churning.

LiveAgent live chat view

How to implement chatbots or live assistance tools?

There are several different chatbot and live assistance tools available, so you’ll need to decide which one is right for your business. Once you’ve made your decision, you can start setting up the tool and training your product team on how to use it.

What tools to use for implementing chatbots or live assistance tools?

LiveAgent is a powerful tool that offers a great way to provide excellent customer support.

Why is it important to use help desk software like LiveAgent?

By providing support through a help desk, you can increase customer satisfaction and loyalty. That is because you’ll be able to address their issues and help them get the most out of your SaaS.

LiveAgent help desk ticketing

How to use help desk software like LiveAgent?

You’ll need to sign up for an account and then start setting up the features.

To know how to do that, check out the LiveAgent knowledge base. You will find many useful tutorials there that help launch the software without any hassle.

When you use multi-channel help desk software, you can provide seamless customer service across all channels. By using this solution, you’ll be able to improve your response time and respond to customer inquiries faster – making your customers happier after all.

LiveAgent offers a free trial, so you can explore the key features and see if it’s right for your business at any moment.

What help desk software to use?

  • LiveAgent – offers a 14-day free trial and is one of the most popular options for help desk software, with many features such as ticketing, live chat, knowledge base, and automation

Metode za uključivanje SaaS klijenata

  • Neka prijava bude laka

Proces treba biti što jednostavniji za nove klijente, tako da minimizirajte broj koraka i pobrinite se da je proces prijave kratak i jednostavan. Komplicirana procedura prijave će samo obeshrabriti potencijalne klijente.

  • Navedite ih da što prije krenu koristiti vaš SaaS

Što prije novi klijent krene koristiti vaš softver, to bolje. Jednom kada se prijave, dajte im obilazak proizvoda ili im pošaljite email s uputama kako započeti.

  • Kreirajte personalizirano iskustvo

Vaš SaaS bi trebao biti krojen za svakog klijenta posebno, dodavanjem osobnog dodira, tako da se pobrinite da prikupite podatke o tome što im se sviđa i koristite te podatke za krojenje iskustva uključivanja klijenta. To može uključivati stvari kao što je slanje ciljanog sadržaja ili omogućavanje personaliziranog obilaska proizvoda.

  • Prikupljajte povratne informacije i koristite ih za poboljšanje procesa

Mišljenja klijenata su ključna za poboljšanje vaše strategije uključivanja, tako da trebate redovno prikupljati povratne informacije i koristiti ih za pozitivne promjene. To možete uraditi putem popratnih emailova, poruka putem aplikacije, anketa, intervjua i slično. Mišljenja korisnika koja su podijeljena online također mogu služiti kao društveni dokaz i na pozitivan način ohrabriti više potencijalnih klijenata na korištenje vašeg SaaS-a.

  • Omogućite besplatnu probu

Omogućavanje potencijalnim klijentima da probaju vaš SaaS prije obavezne kupovine je odličan način povećanja konverzija. Samo se pobrinite da je probni period dovoljno dug da klijenti mogu osjetiti proizvod bez ograničavanja značajki i sprečavanja potencijalnih klijenata da iskuse njegov puni potencijal.

Sažetak kontrolnog popisa za uključivanje SaaS klijenata

  • Pripremite automatiziranu poruku dobrodošlice
  • Zakažite poziv s klijentom
  • Uključite vizualnu dobrodošlicu ili modal
  • Postavite ciljeve korisničkog uspjeha
  • Dodijelite menadžera za uspjeh klijenata
  • Izaberite vaš model uključivanja
  • Postavite praćenje i analizu
  • Prepoznajte vaš Eureka trenutak koji označava usvajanje proizvoda
  • Izgradite put za klijenta krećući se unatrag od Eureka trenutka
  • Postavite bazu znanja ili FAQ
  • Napravite (video) tutorijale
  • Implementirajte chatbotove ili alate za pomoć uživo
  • Koristite help desk softver kao što je LiveAgent

Frequently asked questions

Kako mogu poboljšati moj proces uključivanja klijenata?

Prvi korak je učiniti vašu strategiju uključenja klijenata jednostavnom i lakom za slijediti. Brzo ih uključite u svaku ključnu značajku davanjem poveznice na hrpu korisnih materijala za uključivanje, kao što su tutorijali i vodiči, te ponudite podršku, tako da vaša baza klijenata može dobiti pomoć ako je zatreba.

 

Koji je najbolji način uključivanja novih klijenata?

Za početak je važno jasno definirati što želite da novi klijenti urade – bilo da je to prijava za besplatnu probu, kupnja ili nešto posve drugo. Kada odredite vaš željeni ishod, možete ići unatrag da otkrijete korake koji su potrebni za njega. Zatim se pobrinite da je vaš proces SaaS uključivanja jednostavan i lak za razumjeti. Možda odlučite da je proces uključivanja koji je fokusiran na malo kontakta i puno samoposlužnih alata najbolji način za smanjenje vremena potrebnog za uključivanje.

 

Kako smanjiti odljev klijenata?

Jedna od najvažnijih stvari za poboljšanje stope zadržavanja klijenata je pobrinuti se da su oni zadovoljni s vašim proizvodom ili uslugom. Obratite pažnju na svaku pritužbu klijenata i nastojte ih riješiti što prije te se redovno javljajte vašim klijentima da vidite kako im ide i koje potrebe imaju. Ako možete proaktivno rješavati bilo koje probleme prije nego netko postane nezadovoljan, bit ćete u puno boljoj poziciji da spriječite njihov odljev i pretvorite ih u odane klijente.

 

Kada trebam početi s uključivanjem klijenata?

Općenito gledano, ako to uradite čim se klijent prijave za vašu uslugu, to vam daje najbolju priliku da osigurate da će oni razumjeti kako koristiti vaš proizvod ili uslugu i izvući najbolje od njih. Također je važno održavati redovitu komunikaciju s klijentima kako bi prepoznali područja gdje će im biti potrebna dodatna pomoć.

 

Koji je najbolji način iskazivanja dobrodošlice novim klijentima?

Pokažite zahvalnost jer su izabrali vaše poduzeće – jednostavna poruka zahvale može značiti jako puno ako želite da se klijenti osjećaju cijenjenima. Također se pobrinite da imaju pozitivno iskustvo – prvi dojam ostaje, tako da učinite sve što treba da novi klijenti uživaju u poslovanju s vama od prvog koraka.

 

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