Improving your customer's experience is touted as a way of mastering the competitive digital landscape. If you cannot make your customers happy, it's likely your competitors will take them away.
But the big question that troubles most small business owners is how to stop these customers from switching brands?
Simple! Make your customers and users happy – focus on customer experience.
With 86% of customers willing to spend more on services and products that provide a better customer experience, every business must invest in SaaS (Software as a Service) to take their customer experience to another level.
To help you cut through the noise and prevent your customers from jumping ship, we've listed the top four SaaS tools.
For brands looking to improve their customer experience and create a loyal customer base without breaking their bank, these four SaaS solutions are a must-have in your tech armoury.
1. Attest – End-to-end survey platform
All too often companies forget (or neglect) to perform thorough market analysis relying on guesswork instead that may or may be right. Regardless of your business and market size, it's imperative to carry out regular market analysis. It allows you to keep abreast of burgeoning trends in your market and helps you identify when you need to launch new products or redesign existing ones.
To understand more about your customers, their requirements, their perception of your brand, and increase their experience, you need to conduct surveys. That's where a survey platform like Attest can help.
The platform offers a target market analysis template that helps you understand your market size, target audience, competitors and helps in uncovering customers' behaviour and preferences.
With market analysis, you can steer your ship in the right direction and create opportunities for customer acquisition. The template is created by research experts, which means you don't have to brainstorm with your team the questions you want the market research to answer.
In addition, Attest offers other useful templates including a brand tracker, concept testing, creative testing, price testing and jobs to be done. Also, it lets you create custom surveys within minutes. It's a one-of-a-kind tool that provides valuable insights about your customers, which can help you make decisions based on data instead of guesswork. It's a tool you're likely to come back to again and again because it improves your customer experience.
Pro-tip: Everything you need to understand to create an effective brand strategy and improve your customer experience can be gleaned from this end-to-end survey platform.
Pricing: Customised pricing model
2. Happy Scribe – Transcription software
In case you haven't noticed, video content is hugely popular on social media platforms. Since its inception, video content has been on the upswing. But with every brand creating videos to attract customers, it becomes even more difficult to stand out. So, how can you ensure customers notice your video?
Simple, add subtitles! It's a simple way to make your videos more impactful.
If you're looking for a subtitle maker online, you can't go wrong with transcription software like Happy Scribe. The tool makes it easy to add subtitles to all your video content.
Happy Scribe can add automatic transcriptions with an accuracy of 85%. Using the subtitle generator, you can easily format and hardcode your subtitles to meet your brand's voice and image. Unlike other similar tools, Happy Scribe allows subtitle customisation and allows you to translate them into various languages, including English, Spanish, French, Dutch, and many more.
Happy Scribe also allows multiple export formats and edit sharing timecode, provides a visual timeline and soundwave, seamlessly integrates with Zapier and YouTube, and provides a dedicated workspace for collaboration.
Apart from potential SEO benefits, adding subtitles provides clarity on technical terminology, allows you to repurpose your video, increases the experience for customers with additional needs, and reduces concentration fatigue. It can also improve your video's watch time and engagement and helps customer understand your content better.
Pro-tip: By adding subtitles to your video, you can make your brand more accessible in foreign markets.
Pricing: Charges €0.20 per minute after the free trial is over.
3. Awario – Social media listening software
It's almost impossible, with all the blog and social media channels out there, to keep tabs on every mention of your brand. So, how do you find out what people are saying about your brand? If they mention your social handle in their post or tweet, you will get a notification, but what about customers who don't include your brand's social media handle?
This is where a social media listening tool like Awario comes in.
With Awario, you can track brand mentions, find sales opportunities, monitor competitors, connect with influencers, and engage online with your customers. This dynamic software monitors every corner of the web for your keywords in real time. It ensures you're the first person to know about any conversation regarding your brand – so you can react before someone else takes advantage.
Interestingly, Awario offers sentiment analysis that helps you sort your brand mentions into positive, neutral, and negative. You can also track the growth and collective reach of your brand on social media channels. With Awario in your kit bag, you're never going to miss out on what customers say about your brand.
Pro-tip: Awario goes beyond simply monitoring your brand name mentions. It helps you find new customers who are probably looking for products like yours.
Pricing: $24 per month when billed annually.
4. Hotjar – Behavioural analytics software
Analytics is an integral part of refining customer experience because it helps companies decide what users like and don't like and what adjustments or changes will make it more valuable.
Understanding your customer's preferences is the key to acquiring new and retaining existing customers while elevating their customer experience.
That's why businesses rely on behavioural analytics software like Hotjar.
Hotjar allows you to visualize customer behaviour with the help of a heatmap. Heatmaps are graphical representations of what customers do on your website. It provides in-depth details about what your customers click, what they ignore, and how far they scroll. These heatmaps help you better understand complex data.
Based on the results of your analytics, you can identify what your customers want and care about. When your website delivers what they are looking for, you not only build a solid customer base but improve the customer experience many times over.
The tool allows you to see every user action, from visitor recording and conversion funnel to feedback polls and incoming polls.
For example, using the conversion funnel feature, you can understand where your customers are dropping off and use form analytics to understand where your forms reduce your conversion rates. Feedback polls give you valuable insights into user actions. Accurate visitor recordings can help you with conversions.
Hotjar is GDPR compliant, so you don't have to worry data privacy compliance and the user-friendly interface and excellent UI distinguish Hotjar from other similar tools.
Pro-tip: Hotjar is an all-in-one behavioural analytics and customer feedback tool that helps you better understand your customers. It covers every aspect of user behaviour on your website and gives you the opportunity to optimise your website to increase the customer experience.
Pricing: Free trial available, and their business plan starts at $99 per month.
Make customer experience a priority
Whatever business you're doing, one thing is clear: customer experience is the key to ultimate success. If you want your business to flourish, you must invest in customers' experience. It's a worthwhile investment that will quickly pay dividends.
The good news is that there is plenty of software that can elevate your customer experience. Most of these tools are affordable, easily accessible and can make a real difference in your bottom line and keep your customers satisfied.
Jumping on the SaaS bandwagon doesn't mean you have to bankrupt yourself – it simply means building healthier customer relationships and ensuring you solve their pain points. Whichever tool you choose based on your business requirements, you can be sure your brand will become on that your customers will love!
It's time to take the customer experience world by the storm!
Copyright 2021. Article made possible by Priya Jain. Priya is a professional copywriter working with Skale. She has an MBA and engineering degree. When she is not writing, you will find her teaching math, spending her day running behind her toddler, and trying new recipes.