As a SaaS company, we know that you seek to improve the lives of consumers and businesses on a daily basis. SaaS companies identify a consumer or business need and seek to address it through innovative technology and software. Indeed, you may be aware that performance and availability are among the most reported issues for IT service consumers.
But how can you solve others’ challenges if you cannot solve your own? Consider how the difficulties your customers face can affect your company growth and customer satisfaction.
Let’s look at SaaS pain points, information that can tell you about your business.
Why Identifying Pain Points Is Important
Pain points are any problems in your business that your customers or clients experience. They can provide an insight into the effectiveness of your entire customer journey, from initial awareness of your business to the transaction process and beyond.
To understand the difficulties your customers face, you must first understand your customer. SaaS companies have to ensure both their software and service meet the needs of their customers. Therefore, SaaS pain points will not only be software-related, but also service-related. Software-related challenges can include any issues with the functionality of your software. On the other hand, service-related challenges can include the effectiveness of your customer service, subscription plans, and so on.
Recognising problems in your customer experience is necessary for your business to meet their needs. After all, customer satisfaction is the bedrock of a successful SaaS business. Identifying and rectifying these problems will allow you to grow your business, attract more clients, and improve your company reputation.
How to Identify Pain Points of SaaS Customers
There are several ways to recognise customer issues. We recommend taking a proactive approach by engaging with your customers. Do this by linking to forms on your website that encourage user feedback. Ask customers for a response on their experience using your software or your service more generally. You should also seek suggestions of improvement based on any specific problems they have faced.
This can be achieved by embedding a webchat into your website, encouraging customers to interact with you in real-time. Webchats provide a swift and easy method of communication that can be more convenient for the customer. Other methods of identifying customer challenges can include surveys, focus groups, or interviews with users and stakeholders.
For example, user feedback may highlight the accessibility of your website as a particular pain point. You will therefore need to invest resources into designing and implementing the necessary changes to improve user experience. It’s not enough to simply be aware of these pain points – customers need to see results if you want them to stick with you.
Last, but not least, is social listening. This is a process by which you gain insights into your customers’ experience of your software and service. By tracking mentions and comments on your social media channels, you can pick up what people are saying about your software and service. This will allow you to identify any customer problems and implement changes accordingly. We have a blog dedicated to social listening for SaaS businesses if you would like to learn more.
The endgame of any business should be to grow. But growth can only happen if your business is effective at customer retention and expansion. To achieve this, SaaS companies must listen to the needs of their customers and seek to rectify any challenges throughout the customer journey.
As we have shown, SaaS pain points can affect all levels of your business, from your service to the software product itself. It is therefore imperative that you invest the time and money into identifying and rectifying these issues on behalf of your customers. Remember, customer challenges aren’t obstacles, they are opportunities for you to change and grow.
Ultimately, identifying pain points will ensure your SaaS company can respond to the needs of customers and stakeholders. As a result, your SaaS company should improve its reputation, providing further opportunity for business growth.