Prevent Customers from “Ditching” You Using a New Simple Tool

As the Software-As-A-Service (SaaS) industry is growing so too are the growing obstacles facing the market. A seemingly ever-present hurdle these companies face is attempted to minimize the number of customers or users from “ditching” your software or service – or in business terms “reducing churn”. The SaaS model, primarily subscription-based, fights tirelessly to reduce their churn rates and convert free trial users to longtime paid users.

Most SaaS companies tend to combat churn with rapid growth. If their new customer base continues to outweigh those who cancel their subscription then it results in a net positive gain. However, this scaling technique can only last so long – constantly needing to identify new customers – and still ends up with a good percentage of money being left on the table.

It doesn’t have to be this way. Recently, I ran across a promising product that let’s these SaaS companies fight churn and highlight key features to their users. Since the vast majority of churn is derived from customers not realizing the value of the SaaS company and sensing the return on investment, this tool clearly lets users utilize the features. Thus, easily showing the user the usefulness and value of the software.

With little effort, you can make your company’s website and online services friendly and reduce churn rates.

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The tool in question, WalkMe, allows companies to add “tip balloons” which guide and explain the features of your software. User interfaces can be clunky and non-intuitive, but WalkMe simplifies that. Users can see exactly what information they need to enter and what to do next at every step of the process.

Even better, creating these walkthroughs is incredibly simple. They don’t require any technical know-how, instead the plug-in associates the tip balloons with specific parts of the web page or app. Easily point and click the on-screen element and type the necessary directions, WalkMe does the rest. Nearly anyone in the company should be able to do this. Embedding the walkthroughs only requires placing a small snippet of code onto the website or app.

But despite the system’s simplicity, it’s surprisingly robust. You can specify the look and feel of the tip balloons, and branch the walkthroughs to cover any process. Steps can be triggered by mouse clicks, time, refreshes, and more.

The cost of WalkMe depends upon your needs and amount of users. However, like any SaaS tool, they offer a free version. You get three walkthroughs (and 300 uses per month) at no cost. Click Here Now and Experience it  for free.

All in all, this is an amazingly innovative tool. One which I see helping out countless SaaS companies reduce churn and fix their UI problems. I played around the tool that lets you create walkthroughs, and it’s a snap to learn and use. I’m excited to see what the future holds in store for WalkMe.

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Omri Erel
Omri is the Head of Demand Generation, as well as the Lead Author & Editor of the SaaSAddict Blog. Omri established the SaaSAddict blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to SaaS and cloud migration.
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