Companies can use customer feedback to improve their product, increase sales, and build brand loyalty.
The more we know about our customer's pain points and areas of improvement, the better we can provide them with a product they will love.
But how do you get customers to provide this valuable information?
Here are a few SaaS customer feedback strategies that will help you gain insight into what your customers think about your software:
How to get customers' feedback?
Customer feedback is a crucial part of growing your SaaS business. At Grabee, we use customer feedback to identify trends, make product decisions, and prioritize features.
Here are some tips for how to get customer feedback, so you can take the steps to grow your SaaS business.
1. Listen to your customers
Your customers are the most valuable resource you have. They know what they want from your product and how it could be improved—and they're willing to tell you! You just need to ask them for their opinions and make sure that you're listening when they respond.
2. Be specific about what you want customers' feedback on
You don't have time to read through every single piece of feedback that comes in, so it's important that you make sure that when people are giving their input, they know exactly what they're talking about.
For example: "What do you like most about our product?" versus "What do you like most about our product?"
3. Let your customers know they have been heard
The most important part of this process is letting your customers know that their feedback has been heard and that it will make a difference.
You don't want them to feel like they've spent time leaving feedback for nothing.
Instead, let them know that you appreciate their input and are working on incorporating it into your product development plans.
4. Use the information you gather from feedback to improve your product
The information you gather from feedback can be used to improve your product. It is a great way to figure out what users like and don't like about your products, allowing you to make changes that will benefit everyone involved.
Why customer feedback is important to grow your SaaS business
Customer feedback allows you to make sure that your product is in line with what users want, which will help you grow your business.
Here's how customer feedback helps you:
1. Understand your customers better
Customer feedback will help you understand your customers better. You might be able to identify common trends or needs that they have, as well as their preferences for certain features and functionality. Once you know this, you'll be able to make changes or additions to your product that meet their needs, giving them a better experience overall.
2. Improve the user experience
If there are issues with the user experience of your product or service, customer feedback can help identify them so that they can be fixed quickly and efficiently. This will improve the overall experience for all users and build trust between you and them, which can lead to increased sales over time!
3. Improve product-led growth
If your SaaS business is product-led, customer feedback can help you determine whether or not you are heading in the right direction with new features, functionality, and other changes.
This will ensure that any improvements made to your product meet the needs of users while also ensuring that it remains relevant over time.
4. Improve your overall customer experience
Customer feedback can also be used to identify areas where there are gaps in customer experience and provide solutions for them.
5. Build brand loyalty
When customers feel like they're being heard by the company they're purchasing from, they're more likely to continue doing business with that company over time—and recommend it to others too!
These recommendations lead to more sales for your business as well as other benefits such as increased brand awareness among consumers
6. Increase Monthly Recurring Revenue
When you're able to provide customers with a better experience, they're more likely to stick around and pay for your product or service. This means that customer feedback can help increase your monthly recurring revenue (MRR), which is especially important for SaaS businesses!
Related read: How To Use Customer Feedback To Grow Your Business
Customer feedback strategies to improve your product and revenue
You can do this by implementing specific strategies that encourage your customers to provide you with accurate, thorough, and actionable feedback. These strategies will help you grow your SaaS business by improving customer satisfaction and retention, which in turn leads to increased revenue and growth
1. Make it easy for customers by providing an online feedback portal.
This way, you can get customer feedback at any time and in a convenient place.
You can also include a link to your online portal on every page of your website or app so that customers can easily provide their thoughts and opinions anytime they want.
2. Implement a feedback board in your SaaS product
A feedback board is a great way to collect customer feedback and keep track of all the issues that your customers are facing. The best part about it is that it's a visual representation of what your customers want and don't want so you can easily identify the problem areas in your product!
3. Collect feedback from different platforms in one place.
You can also use an online feedback portal to collect feedback from different platforms. It's important to get customer input from as many sources as possible so that you can gain a full understanding of how they feel about your product or service and what they would like to see improved.
4. Use surveys as part of your customer support process.
It's important to ask customers how they feel about your product or service so that you can get an idea of what's working well and where there are opportunities for improvement!
5. Use the insights into your product roadmaps
With a public product roadmap, you can see where you are in relation to your goals and how far along the development process is.
You can also use the data from customer feedback and reviews to inform your decisions about which features should be prioritized for the next release. Using feedback for product development is an important part of any business because it ensures that you're building what customers want!
6. Close feedback loop with customers
Close the feedback loop to ensure that you're addressing the right problems. It's important to keep track of all the feedback you receive and make sure that it is, being addressed by your team. In order to close the feedback loop, Grabee helps you report back on customer feedback with a public changelog so that your customers know when the feature gets released.
5 Useful Saas Customer Feedback Tools to Grow Your SaaS Business
You know that you need to be collecting customer feedback, but it can be hard to find the time and resources to do so. With these tools, however, you can start collecting feedback right away without having to spend hours building a new tool or learning how to use it.
Grabee is a customer feedback tool for SaaS companies that lets you collect, track, and manage customer feedback. Grabee helps you close the feedback loop by making it easy for customers to give feedback, and providing an easy way for you to act on that feedback.
Hotjar is an analytics and feedback tool that helps you measure how visitors use your website, collect visitor recordings and gain insight into your customers’ behavior. The tool is perfect for UX designers who want to get a better understanding of how people interact with their online applications.
GetFeedback is an online feedback platform that helps you gather the right kind of customer feedback, at just the right time. The tool is designed to help you deliver a better experience for your customers by providing them with a simple way to provide feedback or voice their concerns about your product or service.
Usersnap is feedback, bug tracking, and support tool that lets you communicate with your customers directly from within your web application. It's easy to use and has a simple interface that makes it easy for developers to report bugs in real-time while they're testing their applications.
Typeform is a free online tool that allows you to create beautiful, engaging forms for collecting information from your customers. The tool offers an easy-to-use interface that lets you build forms that are mobile responsive and ready for any device.
It's time to get down to brass tacks. When you're starting out, it's important to have a clear vision of what you want your customer feedback strategies to look like—and how they can help grow your SaaS business.
As we've discussed, there are a lot of different ways you can go about collecting this information, but the key is to be consistent. Once you've settled on a method for gathering feedback, stick with it and make sure that all of your employees know how to use it.
Once you've collected all this data and analyzed it, the next step is to use it! Use the insights from your surveys and interviews as fuel for improving your product or service offerings. Remember: customer feedback is only valuable if you act on it!