Customer education is a way for any B2B SaaS company to control the graph of its product’s performance. Customer loyalty and advocacy increase when customers feel valued. SaaS brands accomplish that by creating video academy courses to make onboarding easier and putting in place a strong customer support team for feedback and assistance.
SaaS training refers to the process of educating and enabling new users about the features and adoption process of a product or service by the company. This helps in increasing customer retention rate and building credibility of the product and authority of the brand thereby creating awareness about the product in a positive light.
The smartest thing that any company can do is prioritize the onboarding and product adoption of its new customers. Guiding the customers in the onboarding process with a roadmap of bitesize training videos, emails, customer support tickets and video academy can help in building goodwill and trust in the company. Keeping a record of the onboarding process data aids in understanding where customers drop off and help in reducing churn.
Customer education and engagement is a crucial part for the profitability of any B2B SaaS company. Therefore these companies try to maintain interactions with customers through FAQ and testimonial videos, customer support tickets, chatbots, product feedback channels, etc. This helps in improving customer loyalty and increases retention.