SaaStr 2018: Visual Engagement Can Reduce Customer Churn for SaaS

The Glance team had a great time participating at this year’s SaaStr Annual 2018 in San Francisco. SaaStr is the popular blog/Quora entity that has morphed into a global community of B2B SaaS founders and executives—not to mention its role as a $90 million venture fund. It bills its annual conference as “three days and five stages” of amazing content and networking opportunities for professionals in sales, marketing, customer success, product, engineering, finance and operations.

Glance was happy to be part of SaaStr Annual 2018 this year. We hosted a cocktail reception for SaaStr attendees, met with a bunch of customers and partners, and attended some great sessions.

One observation: SaaS companies are feeling the churn!

Many SaaStr Annual 2018 presentations focused on preventing customer churn. Getting customers to try your solution is only step #1. The way to experience sustained profit and growth is to keep customers — and get them ever more deeply entrenched in your solution.

At Glance we view ourselves as customer churn problem solvers. First, visual engagement is perfect for getting your new customers on-boarded, properly configured, and trained to use your solution. The chances that a customer will achieve desired outcomes if he or she is not trained or properly configured are very low, and this is a leading cause of churn.

Second, when users get stuck, your customer support team must solve their problem quickly and painlessly. Any customer care agent can tell you about the amazing emotional transformation that occurs when you quickly solve a problem for a customer. A furious user can be quickly turned into a raving champion in only a few moments when the issue is handled properly and when agents are equipped with powerful visual engagement tools.

Allie Janoch, the CEO of Mapistry, gave a great presentation on customer loyalty. She noted that of course you want to land customers by making them fall in love with your technology, but one important way to build loyalty is to make your customers marvel “your team is so knowledgeable, I don’t know how we would do our job without you!” Hire great people and make sure to give them the tools they need to have quality engagements with your customers.

Learn more about Glance’s powerful visual engagement solutions by experiencing our engaging demo.

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About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business.