What Customers Want From A SaaS Team


With the increasing amount of businesses needing bespoke solutions to their challenges and tools for their tasks, it should be no surprise that software as a service (SaaS) has grown to be such a big market. Success means more than just making good software, however. You have to remember the ‘service’ part of ‘software as a service’. You need to know what customers want from you and figure out just how much of it you’re able to provide.


Good pricing

The factor of the price of your services absolutely cannot be taken lightly. There are different factors that go into it. Your overheads are a no-brainer. But you should also take a look at the market and how they’re offering their services. One of the best trends to incorporate in your business is using not just a single price, but a series of different packages. Different durations and different levels of service can be a big part of your pricing strategy. To make the bigger packages more attractive, you have to be smart on communicating not just what you offer but the value that comes with it as well. Remember that customers are most focused on the end result for them, not the extra services that are going to get them there.

A trial

Committing to a relationship with a SaaS developer is a big decision for any individual or business to make. They need to make sure that you are not only trustworthy but that there’s good chemistry between you and them. Providing you have the right kind of service plan, then a free trial can be a big influence on whether or not someone goes ahead. What you need to think about is how you implement that trial, how far it goes, and whether you need one at all. Some provide positive proof through a portfolio and testimonials, after all. Just because extensive trails work for others doesn’t mean they’ll work for you. It’s all about whether or not it will successfully convert customers after the trial.


A bit of sense

We mentioned the importance of seeing a bit of chemistry between your services and the customer during the trial. That is an important skill to develop no matter whether it’s in a trial or a relationship that has been going for years. One of the most common reasons people are dissatisfied with SaaS providers is because they simply couldn’t communicate properly with them. You have to understand that not all your customers are going to know all the jargon you do, just as you should understand that some of them are able to communicate in clear terms more than you assume. It’s the relationship and the shared language you have to be able to find with each client. If you can’t, then it will be hard coming to any decisions or agreements with them in development.


Any risks to your business are also risks to the customer. If you’re not able to provide your services on any given day, they’re not able to get the kind of changes they might urgently need to their software. You have to make sure that downtime is as rare as possible on your end if not outright impossible. This means ensuring that your tech is reliable as possible. Besides maintenance of all your systems and backups for when downtime does happen, you need to have emergency recovery plans for the worst of disasters like the loss of your data. You’re supposed to be tech savvy. If you’re not prepared for a few hiccups on the way, then they will definitely not trust your software to be reliable either.


A backup plan

Then there are risks that are quite different to the interruption of your everyday operations. Every business faces existential risks and it’s possible your business will, too. For those existential crises, you need to consider backups like source code escrow services. Customers want to have some security that they will be able to keep working on the software without you.  You can’t just give them your source code while you’re still working on software, however. How can you protect your profits? That’s where backups like a source code escrow can ensure customers get the source code if you’re no longer able to work on it, without impacting your profits in the present.

Easy to reach

While you are still in business, you better get used to clients constantly coming to get some help with the software you’ve provided. If you’re not easy to reach when they need you, it’s a good as being completely offline thanks to downtime. You need to make it easier for your clients to get in touch. Besides having your regular phone and email options, you can provide each client with a direct line and a caller ID so that you’re able to ensure that someone is always prioritizing them. Including a feedback system with your software can be just as good a tactic, too.


A bit of industry knowledge

This isn’t essential at all, but having knowledge of certain industries and the needs in them can help you better know the needs of your customer and how that factors into your software design. Of course, any niche can be just as good as another. Your location can be a niche. Your experience with certain systems of software can be a niche. Being able to work with apps for other devices can be a niche. The point is that while you should be able to appeal to as many people as possible on a broad market, you should be aware that some clients will seek specifically to fit their needs. Having that distinction above your rivals can help you be an easy choice for them.

It’s not essential for you to include absolutely every measure about in your business. However, the more you can afford to put in, the greater the appeal of your business against all your competitors. They can be the difference between a flash in the pan and a steadfast member of the industry.


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