As a SaaS company, you’re probably focused on providing customers with a great experience that keeps them coming back. One way to achieve this is by using how-to videos at every stage of the customer lifecycle. Videos can help improve the customer experience, increase customer retention, and ultimately, drive more revenue for your business.
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Videos are a powerful tool for SaaS companies for several reasons:
From onboarding to retention, videos enhance the customer experience and increase the user’s ability to learn and self-service on their own timeline.
Here are some ways that videos can be used at each stage of the SaaS customer lifecycle:
The SaaS onboarding stage is crucial for setting the tone for the rest of the customer's journey. How-to videos can help ensure that customers start off on the right foot and have a positive first impression of your software. This not only saves time for your customer support team but also helps to reduce the likelihood of frustration or confusion for new users.
When customers encounter issues or have questions about your product, videos can provide quick and easy answers. Support teams can use videos to create a library of tutorials that customers can access at any time, reducing the need for one-on-one support and allowing your team to focus on more complex issues.
Once a customer is onboarded, the next step is to keep them engaged with your product. Engaged customers are more likely to renew their subscription and refer your product to others, making engagement a crucial part of the customer lifecycle.
Once customers have gotten past the initial learning curve, they will start using your software regularly. Now your job is to ensure they’re fully utilizing your product’s capabilities. Customers may need additional training or guidance to do so, and that’s where the videos come in.
How-to videos can provide step-by-step instructions on how to use additional features, go deeper on the ones they’re already using, or highlight how upgrades can help. Use videos to turn your customers into power users more quickly and improve their overall experience with your product.
As a customer's subscription renewal date approaches, videos can help reinforce the value of your product and increase the likelihood of renewal. By showcasing new features or updates, and highlighting the benefits of continued use, you can remind customers why they chose your product in the first place and why it's worth continuing to invest in.
Ideally, they’ll want to expand their usage or upgrade to a higher tier. And, of course, we want to do everything we possibly can to facilitate that!
How-to videos can help educate them on the benefits of these options.
Videos are a powerful tool throughout the entire SaaS customer lifecycle. From onboarding to advocacy, how-to videos educate, engage, and motivate customers to stay invested in your product.
Videos are a way to scale your team’s capabilities without scaling your headcount. But, as a SaaS company, you probably have constant software updates. Each update can render your videos obsolete, which negatively impacts your customers.
That’s why we created Videate. Videate automatically generates videos from your software, complete with AI voiceover, in minutes. Your customers will always have the most up-to-date information.
Work smarter, not harder– with Videate!