On March 18, 2018, dreams of “a brave new world” in the autonomous vehicle industry came to a screeching halt. On that day, 49-year-old Elaine Herzberg had the misfortune of becoming the first recorded fatality of an accident involving an autonomous vehicle. One of Uber’s experimental cars, a Volvo XC90, sensed the pedestrian crossing the street but decided against taking evasive action.Read More›
A basic truth about the human condition is that as a species, we detest change. It is uncomfortable, unstable and demands of us to allocate brain and learning resources. Unfortunately for us (software providers), this includes users.
At Iridize, we’re fortunate enough to roll out new features to professional, tech-savvy users who are eager for the next improvement or features they requested themselves. But we’re well-aware of our privilege as a B2B and are happy to share some of the wisdom we have gathered through our own users on the most effective way to roll out new features.
Unless a company bills customers directly for support services, SaaS Customer Support can be a drain on company time and monetary resources, and never is this more true than when a customer is using a free version of the platform, or operating during a free trial. Converting such customers requires good SaaS customer support or they may abandon the service at the end of the trial period, or not see the worth of purchasing the full version.
Reducing customer support costs is important to the company bottom line, but no less important than the customer having access to the information they need to be successful. Platform providers can turn to a number of tools that help reduce SaaS customer support costs while ensuring users are successful.
Forming a good SaaS training strategy prior to implementing a new software platform is a critical part of planning the implementation.
Even SaaS platforms that are relatively easy to learn require employee training for successful onboarding. Through SaaS training, new users learn how the platform works and how to use it to do their jobs. A good employee onboarding program acclimates users to the new platform and helps them overcome their fear of change. It shows them how they will use the new system to do their jobs, where to find help when they need it, and how it may affect their work flow.
Most importantly, employee onboarding vests the new users in the platform and makes them a part of the successful implementation. The employee training program should employ a combination of training methods including training videos, presentations, instructor led classes, remote sharing tools, and hands-on walkthrough guides.
Of primary concern to providers of in-the-cloud services are the customers who embrace a service and use it for a while, only to leave for what appear to be greener pastures—a new or different platform or even abandoning cloud services all together. SaaS Churn rate—the rate at which business customers adopt and then abandon Software as a Service (SaaS)—is a problem for all companies that provide cloud services as their lead product or service.
Company focus is often at the heart of a churn rate problem when usage stats are overlooked in favor of conversion statistics.
An expensive part of business, no matter your industry, is bringing in new employees. The expense of replacing an employee can cost anywhere from two months to two years’ salary depending on the industry and the level of responsibility. It makes sense, then, to have an effectual training program in place to effectively onboard new employees.
The trick is, of course, to successfully reduce the amount of training time without harming the effectiveness and quality of the training. The key to making this transition is by embracing available technology to make training a breeze.
As we previously pointed out, onboarding is an unusual term in that it can be used to describe two similar yet unrelated processes of getting people to adjust to a certain environment. If you’re looking for the intro to employee onboarding – check out What is Onboarding Part One.
In this article, we will introduce different aspects of User Onboarding, touch on Best Practices and overview the different types of user onboarding out there.
Why do we even need User Onboarding?
User onboarding is the process of helping new software users to start using the application in the friendliest, most efficient way imaginable. Let’s break this down to the actions we are asking the user to carry out after they have downloaded/registered to the application:Read More›
Over the past few years, we have seen a rapid evolution of analytics unfold before our very eyes. Since the analytics ball is still rolling, it is exciting to see how changes in SaaS analytics design swiftly adapt to technology and marketing trends. Immediate history, analysis of current affairs and prediction, all rolled up in one. Kind of like a SaaS analytics dashboard.Read More›
The usability of your SaaS product will determine in part how successful it is. Easy-to-use products are quickly accepted by users and the acceptance stage of user onboarding becomes much smoother.
Finding the ideal medium between ease of usability and features that are useful should be the goal of every SaaS platform provider. It goes almost without saying: A product rich in difficult-to-use features is also difficult to adopt, while another product with similar features that is easy to use will garner the highest user acceptance.
Improve usability by utilizing the tools at your disposal including predictive analytics, A/B testing, user feedback, and raw experience to improve SaaS product usability and design.
We’ve written before about the critical role of customer service in the onboarding process. Customer service is a tricky, elusive factor in your customer success plan – on one hand, the customer service usually revolves around responsive interaction (responding to needs). On the other hand – it has been scientifically proven that companies sending long feedback forms to their customers, thereby creating work for them instead of alleviating the pressure – are annoying.
It’s time to delve into what we at Iridize like to call “customer service tells”, that will give you a better indication of where you stand with your customers, in terms of customer service, and where that is on the via dolorosa that leads to conversion.