5 essential strategies for reducing customer churn

Customer churn is like a leaky bucket—you keep pouring in new customers, but if you don't plug the holes, they keep slipping away. 

Let's dive into five essential strategies to keep your customers happy and loyal, and how software how-to videos can make a big difference.

1. Nail Your Customer Onboarding

First impressions matter! A smooth onboarding process sets the tone for your customer's entire journey with your product. If your onboarding is confusing or overwhelming, new users might leave before they see the value in your product.

How-To: Personalized Onboarding

• Customize the experience: Use data to tailor the onboarding process for each user. This could be based on their role, industry, or specific use case.
• Welcome emails and in-app guides: Send a series of welcome emails to guide new users through their first steps. Use in-app guides to provide real-time assistance as they navigate your software.
• Personal check-ins: Schedule personal check-ins or webinars to help users get started and answer any questions they might have.

How videos can help:

Create engaging how-to videos that guide new users step-by-step through your product. These videos can simplify complex features and help users get started quickly. 

For example, a brief product overview video to kick things off or a series of tutorials that show how to use key features can make a huge difference.

2. Provide Top-Notch Customer Support

Great support can turn frustrated customers into your biggest fans. Make sure your support is responsive and effective, so users feel valued and understood.

Tips for Stellar Support

• Multiple support channels: Offer support through live chat, email, phone, and social media to meet customers where they are.
• Knowledgeable and empathetic team: Train your support team to be experts in your product and to handle customer inquiries with empathy and patience.
• Quick response times: Aim for fast response times to show customers that their issues are important to you.

How videos can help:

Self-service content is the biggest winner in the game of churn reduction via support. Build a library of video FAQs and tutorials to answer common questions. This helps customers find solutions quickly, reducing the need for support tickets. Videos can cover everything from basic troubleshooting to advanced features, making it easier for users to solve problems on their own.

3. Build Strong Customer Relationships

Keep the love alive with regular, meaningful communication. Building strong relationships with your customers can lead to higher satisfaction and loyalty.

How to Connect

• Personalized emails and messages: Send personalized emails and messages to celebrate milestones like anniversaries or usage achievements. This makes customers feel appreciated and valued.
• Regular feedback loops: Regularly ask for feedback through surveys or direct conversations. Show customers that you value their opinions and are willing to make changes based on their suggestions.
• Customer success managers: Assign customer success managers to your key accounts to provide a personal touch and ensure they are getting the most out of your product.

How videos can help:

Use videos to show you value feedback by demonstrating changes you've made based on user suggestions. For example, create a video that highlights new features added based on user feedback and explain how to use them.

4. Continuously Improve Your Product

Customers stick around when they see constant improvements and new features. Regular updates show that you're committed to providing the best possible experience.

How to Keep Improving

• Regular updates: Continuously improve your product based on user feedback and industry trends. Prioritize features that add the most value to your users.
• Communicate changes: Keep your users informed about updates and new features. Use email newsletters, in-app notifications, and social media to announce changes.
• Beta testing: Involve your customers in beta testing new features to get their feedback and make them feel like they are part of the development process.

How videos can help:

Create videos that show off your exciting new features and updates. Show your users exactly how the new features work and how they can benefit from them. For example, create a video walkthrough of a new feature and highlight how it solves a common problem.

5. Implement a Customer Education Program

An educated customer is a happy customer. Make sure your users know how to get the most out of your product with comprehensive training and educational resources.

How to Educate

• Training materials and resources: Create a variety of training materials such as guides, webinars, and workshops to educate your customers.
• Online courses and certifications: Offer online courses and certifications to help users become experts in your product.
• Community and peer support: Foster a community where users can share tips, ask questions, and support each other.

How videos can help:

Develop a series of how-to videos that cover everything from basic features to advanced tips and tricks. These videos can be a go-to resource for customers, helping them to continuously learn and engage with your product. For example, create a video series that walks users through common tasks and showcases advanced features they might not be aware of.

Reduce churn by scaling how-to video production

Reducing customer churn is crucial for the growth of your SaaS business. By nailing your onboarding process, providing stellar support, building strong relationships, continuously improving your product, and educating your customers, you can keep your bucket full and your customers happy. And remember, software videos are a powerful tool in each of these strategies.

But doing all that manually is an impossible task– how about working smarter, not harder? Check out how Videate’s AI-powered video automation can scale your video production, keep videos up-to-date in the face of constant software releases, and make videos in 70+ languages. Get a demo today!