Do you feel you are in control of your social strategy for your SaaS? Think again.
Sure, it's great for blasting marketing messages. But if you truly want to connect with your existing customers, think about building a strong community — a platform for your customers to express their views, learn from others, and derive real value.
The goal is to retain them by providing help and giving them the sense that they're part of something bigger than the software.
That's what keeps customers coming back for more. It's what separates the churn-and-burn SaaS companies from the ones building something truly special, led by the people they serve.
Old-school social media tactics just won't cut it anymore.
This is especially true if you are a SaaS business struggling to keep up with industry benchmarks of 92-97% retention rates. Consider using social media to reduce churn.
Whether you're a seasoned SaaS professional or just exploring new strategies, this article will provide you with actionable insights for social media to keep your customers returning.
Chasing a massive social media following isn't enough. Those big numbers are vanity metrics and have no meaning if your audience doesn’t connect with your content.
Instead, consider your social media as a members-only club. You’d want more users to follow your brand on social media — those who get what your product does, see the value, and aren't afraid to ask questions on the platform.
Also, introducing community-building activities like quizzes and product trivia would eventually help customers stick around for the long haul.
How do you do that?
Did you know you can make social media your secret weapon for killer customer support?
For this, you’ve to adopt a ninja mentality — remaining proactive.
This means that when a customer comes to you with a question or a problem, you must have a plan of action to address it.
Imagine all this happening with utmost transparency over social media. A few tweets and DMs can make customers feel like they are being heard and catered to.
Not only does it make the customer feel all warm and fuzzy inside, but it also shows them you care about their precious time.
So, when you use social media for support —
You can't just slap a support desk on Twitter and call it a day.
To do this well, you need —
User-generated content extends the concept of customer retention through social media beyond product usage. The conversations must go beyond products. They should work towards creating a sense of community and giving a voice to customers.
Stand out on social media by sharing users’ testimonials, case studies, and posts showing how they use your SaaS product daily. When people see others like them loving your product, that social proof is worth more than anything you could say about yourself.
But here's where it gets advanced: UGC needs a strategy to boost retention, not just general hype.
Here's how:
Different goals will have different UGC
Incentivize the Right UGC
The old-school way of doing social media isn't a cut for customer retention. The needle needs to move beyond promotion, wherein you pivot to strategic, focused, and relationship-driven user engagement.
While payoffs don't happen overnight, they contribute to building a loyal, engaged customer base.
Are you ready to leverage social for customer retention?
Thriving in the churn-and-burn world of SaaS requires creating a difference by building genuine connections. So, go ahead and implement the key pointers discussed above.
We won't just do social media strategies. Social Hire will work collaboratively with your team to ensure your business gets genuine value from us and that your team gets the most out of the service. Our experienced social media managers are motivated to make a enhancements to your social media marketing and reaching targets in a way that realistically makes a difference to your business goals.
Our group of specialists are an organisation that helps our clients boost their social media marketing by offering social media management services on a monthly basis.
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