SaaS founders, dip into the water
I have been a SaaS entreprenueur since 2007 and not a day goes by when I have not interacted with my customers or prospective customers. If you look closely, there is a goldmine of information in those questions and complaints. Support emails keep flowing daily. As a founder, it is important to dip in.
We don’t track (using tools like Mixpanel etc.) how people use Brightpod’s features — I don’t believe this is the right thing to track. You will at best know what your customer’s are using in the app but not “why” they are using it. What is their use case? The two ways I get to know what is on their mind is by answering support emails and giving demos. I make time for both. These activities keep me closer to the customer, gives me new ideas to discuss with the team and keeps my creative juices flowing.
Or, you can ask. A couple of weeks ago, we asked this question to our customers:
What can we do to improve your experience with Brightpod? Any little tweaks that will make it better?
Within a week we got about 35 emails mentioning the small annoyances in Brightpod that were getting in their way— small fixes that we could make to make a profound impact on the way our customers use the software. Simple things like sorting order or adding a few new filters. Most of these changes were a few days of development but the impact would be huge.
As processes and software get automated (you have chat bots powered by AI responding to customers), there is immense value in opening a dialogue and connecting with your customers. Going forward, this might as well be what differentiates you from your competition. Even if you don’t have the time, at least dip into your support queue a few times a week to see what customers are thinking — there is a gold mine of information here to take your product to the next level.
Need help with your SaaS business? I am happy to help!
