A new SaaS product development presents a variety of difficulties. However, a successful SaaS marketing strategy can be distilled down to creating a sound plan, foreseeing any obstacles, and adopting safety measures. In the era of SaaS software proliferation, managing IT can be challenging, especially since the command-and-control model of the past is no longer helpful for great organizations. The team leaders, staff, finance, HR, and IT departments collaborate to address SaaS management issues in a collaborative IT approach. Additionally, it lists the major SaaS-related topics and industry influencers and offers suggestions for enhancing your SaaS business. This information is available to the organization to assist them in developing their products and to provide market insights that are helpful to those planning to launch their first SaaS.
Universal Issues SaaS Consumers’ Experience
Users of SaaS have voiced a variety of issues, including price, poor customer service, and payment issues; a few issues are mentioned below. It is necessary to look into these issues in greater detail because they directly affect customer acquisition and consumer retention.
The core of the SaaS business model is access to a service via a subscription. Users can make payments monthly or annually. Some businesses buy the software outright because they believe it will be less expensive overall than cloud subscription-based services in the long term.
The problem with pricing doesn't end with steep price tags; some companies neglect to give adequate pricing information on their websites. Before they begin a free trial or are approached by a salesperson, they want to know the actual cost. Many people assume that if they can’t check the price of a tool, it's probably too expensive for them.
Some users may find the monthly payment arrangement to be bothersome. They know that if a payment is late, they risk losing access to their account and even some crucial company data. This could be a significant barrier for brand-new users.
Numerous client concerns center on the availability of few payment choices. Provide customers with various payment options. Some companies that were providing limited payment options now give many payment choices.
Some brand-new users want you to guide them through your tool step-by-step, but others would instead be left alone to explore it independently. Finding a balance between user preferences can be very difficult, so you should always concentrate on making things simple and understandable for new users to keep them interested in what you offer. Examine how many steps are required to create a new account, how you gather data, or how you get in touch with people to request further information. Consider how these actions impact UX.
All SaaS user data on external servers may negatively affect some users. Consumers of many multinational corporations come from all over the world, which could cause delays for customers who are closest to the location of the servers.
Almost all SaaS products send out emails with tips on using the tool to its fullest capacity and more information on the topic. It is evident that individuals find this annoying, so be careful with how intrusive your emails are (i.e., not too frequent).
For this kind of business, consumers must be able to trust you with sensitive information about their company and money. Customers of a specific SaaS company are severely impacted when it shuts down, especially if they paid for access in advance (e.g., an annual fee). Let's face it: a lot of SaaS businesses fail, which makes it challenging for new companies to establish rapport and inspire trust.
SaaS companies challenge consumers to integrate across products to boost productivity by only offering one API key. Users are forced to select between services equally crucial to their business when they only have one API key. Some integration partners dislike that their most recent version lacked an API. Some claim that a well-known company for guidance on managing a software business fell short of the challenge of delivering a new performance without offending current users.
Due to Intercom's versatility, which includes its use by help desk workers and ability to create sales, the SaaS industry is seeing steady growth. The trouble with using SaaS solutions is that they do not include Intercom, in the opinion of some users, is not worthwhile. According to Intercom's analysis, most tool users love its usability and design. Because of this, many SaaS companies may learn from Intercom's success.
Nothing costs you more customers than poor customer service, even if CAC (Customer Acquisition Cost) is often many times greater than CRC (Customer Retention Cost). Only a few examples of how you can lower customer satisfaction include taking too long to respond to a question or not responding at all. Ignoring complaints can quickly lead to a social media catastrophe for your business, so be careful to respond in a considerate, timely, and informative way.
A budget and personal finances program should allow you to add many users to a single billing account, but customers stated that it’s not possible. It makes sense that people who use SaaS to plan and manage their family finances would want to share their accounts with their spouses, relatives, or roommates. Few of them even stated that they would be willing to pay more to do so.
A complex process goes into creating and introducing a SaaS product to the market. To avoid missing any crucial steps, you must be knowledgeable about the process. This can be achieved by providing that your team is composed of professionals adept at picking up on prior errors. Don't be afraid to test, evaluate, adapt, and test again because it won't produce the ideal product on your first attempt.