5 Customer Education Ideas to Reduce SaaS Churn - Deepstash

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Reducing SaaS Churn: Customer Education

  • A study by Bain and Co. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. That’s a massive gain for a little amount of work.
  • One of the biggest reasons that customers churn is that they don’t know how to use your product. They end up getting no real value from it. It’s a waste of their time and money.
  • That’s why it’s so important for SaaS companies to invest in customer education. The better you educate your customers, the more likely they are to stick around.

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Customer Education Idea #1 — Onboard New Users

When it comes to improving your product’s onboarding, there are two main things you need to do:

1: Define your product’s Aha! Moment: It’s where your customer realizes the amazing value your product provides.

2: Reduce time-to-value: You need to direct your customers towards your product’s Aha! Moment as soon as possible. 

The sooner your customers see the value, the more likely they’ll stay around.

To reduce your time-to-value, you need to create an onboarding flow that takes your new users and guides them step-by-step.

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Customer Education Idea #2 — Send Automated Email Sequences

One of the most effective ways of reaching customers, particularly if they aren’t logging into your product enough, is via email.

While most SaaS companies already realize the value of marketing automation with email sequences, few have done the same with customer education.

The two things you need to consider when creating an automated email sequence are:

  • Who are you sending the emails to(personalization)? 
  • What are you sending(useful content)?

The greater the level of personalization, the more effective the emails will be.

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The Content Of Your Email

  • The ultimate goal of this email sequence is to get these customers to start using this feature.
  • The best way to do this is to make them aware of what the feature is, how it helps them, and how to use it.
  • Setting up automated email sequences is a great way of improving customer education while simultaneously saving a lot of time and effort on your part.

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Customer Education Idea #3 — Create Educational Content

  • Most SaaS companies have a blog where they post regularly. But most companies only think about their blog as a marketing tool, not as a tool for customer education. 
  • Your blog posts don’t just have to market your product, they can also contribute to customer education.
  • Focus on key problems that your product can solve, and then explain how your customers can solve them.
  • The key is to produce content that teaches people how to use aspects of your product to solve a particular problem.

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Customer Education Idea #4 — Launch An Academy

An academy is essentially a course that helps customers learn how to use your product and become experts. Academies often delve deeper into the product than knowledge base articles do.

The great thing about an academy is that it makes you seem like experts in your field. You aren’t just offering a useful product, you’re also teachers and guides. That will elevate you above your competition.

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Customer Education Idea #5 — Update Your Knowledge Base

When faced with an issue or a feature they don’t know how to use, most customers will try to find relevant documentation to help them. Your knowledge base is often the first place they’ll look.

89% of millennials, who are one of the biggest purchasers of SaaS software, prefer to search online for help rather than pick up the phone.

You need to make sure your knowledge base is up to scratch, well organized and easy to understand.

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CURATED BY

jessicadelgado

Medical sales representative

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