5 Ways Business Software Startups Can Boost Customer Success

Every startup founder desires to break into the tech market and to make a huge profit. With more and more businesses springing up every minute around the globe; all trying to lure more customers who have several options to choose from, it is now more difficult break-even and succeed in the tech world.

Knowing how to get and keep your customers is therefore key if you want to sustain growth, both in the present and in the long-term. Getting customers however is easier said than done, as it is not only becoming more difficult; it is proving to be very expensive too.

Experts suggest that delivering the best value to customers can:

• Boost the profit margins of businesses.
• Optimize customer success
• Increase the customer base
• and boost user satisfaction

In this article, we will focus on increasing customer success. But before we begin exploring different strategies, let’s define customer success.

Customer success is all about working hand in hand with your customers to help them get more value out of your products and services. By keeping in touch with the customers and getting their feedback, you are in a better position to improve your products and services for better customer experience.

Today customer success has become an essential aspect of customer care. All successful startups prioritize customer success management. Below is a list of strategies that can help you boost customer success.

• TEACH AND INFORM CUSTOMERS

Customers always have many questions about products and services. This is more so when it is a new product or service, or when the product or service is a complex one. The clearer the information at the customers’ disposal, the better the knowledge they’ll have about the product and service, and the more they are likely to keep using it.

• IMPROVE INTERNAL COMMUNICATION

The role of the customer success manager is to keep the communication lines open. Ensure that your staff understands the customer’s concerns and preferences. Often tech startups make the mistake of concealing information from their employees. This is a huge mistake. Every team should be kept up-to-date about issues surrounding different customers concerns.

It is true that some departments have more customer interactions than others, nonetheless, other teams can be kept abreast through co-operation and communication.

Although departments/teams have defined areas of specialization, they all work together to meet the clients’ needs.

• SIMPLIFY COMMUNICATION.

The business software sector is a very technical area. There is, therefore, the tendency for engineers to fail to communicate clearly. Often customers complain that the onboarding process wasn’t satisfactory. In most cases, the customer support officer tended to use too many technical and complicated terms.

To resolve this problem, customer success officers must embrace simplicity in the language of communication. Customers record higher results when the language of instruction is simpler and clearer.

According to Peter Ugal, a Professor of Business Administration in University of Calabar, “Customers buy familiar and easy to use products often because they are already accustomed to them and don’t need much help while using them.”

If you want your customers to continue patronizing your brand, make it easier for them to understand and figure out your products and services.

Not only do customers want quick answers to their questions, they also want the answers in simple, nonprofessional language. Technical jargon will only lead to more questions and eventually frustration for the customer. Therefore, simplify your language and use other modes of information besides texts. Be innovative. Use videos, drawings, illustrations, graphs etc., or a combination of all these.

• UPDATE

While creating content is good, updating it from time to time is essential. You are more likely to lose most of your clients if they get stuck because your business software is outdated. Customers are bound to stick with goods and service providers who constantly update their product information. Providing updates gives the impression that you are aware of your customers’ needs; it also shows professionalism.

To guarantee customer success and avoid losing them to your competitors, review and update your business software as often as necessary.

• DON’T NEGLECT FEEDBACK

Having a good communication channel with the customers is good, but implementing their feedback is even better. Therefore, you shouldn’t neglect customers’ feedback. The adage that ‘no one knows it all’ is very true. The customer’s feedback is a great way for the business to gain insight into how to make the product and service even better.

Implementing customer feedback can improve your business in the following ways:

• By helping you to improve the goods and services
• By helping you to strengthen your relationship with the customers.

Nothing is as satisfying to a customer as knowing that not only does his views matter, but that they are being considered and deliberated upon. In the end, you will learn very satisfied and loyal customers.

Final thoughts:

Running a business software company isn’t an easy feat. Often you’ll have to make sure that your customers are satisfied with the software. Again, you have to ensure that your software has helped your customers in simplifying their business processes.

To increase customer satisfaction, you must prioritize customer satisfaction. The easiest way to accomplish this is by employing the aforementioned customer success strategies.