5 Techniques to Boost SaaS Customer Engagement

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There’s a lot of talk when it comes to engaging ecommerce customers as a means of boosting sales, and that’s great. But what if you are a SaaS company? Customer engagement is important for you as well, but you have a bit of a trickier job to do.

While customer retention is something that ecommerce brands chase after as well, there is more of a need for it when it comes to SaaS companies. After all, you sell your service to your audience on some type of recurring basis- typically either monthly or yearly. You need your customers engaged on a regular basis in order to keep them around.

So, how should you go about not only boosting engagement, but also keeping it high all year long? We’ll be answering that question today. By incorporating a few different strategies and producing some unique content, you can be sure to both boost SaaS customer engagement and keep engagement high on a more consistent basis.

1. Educate via Video
Video marketing isn’t just a trending digital marketing strategy, it’s a solid way to boost customer engagement. This is especially effective for SaaS companies when it comes to tutorial videos. The best way to educate your audience malta telemarketing data on your service is to show it off! This helps both with acquiring new customers (so that they can see the value of your service and see it in action) and engaging current customers by continuing to educate them on various product features.

trello product video boost SaaS customer engagement
Image credit(s): Trello


An introductory video is a great piece of content, like the above example from Trello. However, make sure you don’t stop there! As you regularly update your software, make sure your audience knows about it. If not, you run the risk of looking outdated and customers may turn to other options. Keep them engaged and excited about your service by announcing and showing off any and all new features.

2. Gather (and Listen) to Feedback
Releasing new product features is a great way to keep your audience engaged and interested in your software service. This becomes even more valuable when you release updates based on customer feedback. You may have a good idea of what your users want, but by gathering feedback you can know for sure.

airbnb customer feedback boost SaaS customer engagement
Image credit(s): Hubspot


If there is a feature that a lot of users have requested, it is in your best interest to introduce it if at all possible. Not only does this show that you listen and care about what your customers have to say, it also ensures your service remains relevant and valuable.

Don’t be afraid to reach out and ask for feedback from your users. Listen to what they have to say, and respond and implement change as needed. This will go a long way to ensure your customers don’t grow bored with your service and go in search of something else.

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3. Engage in Live Chat
We’ve all been a frustrated customer at one point or another. You’re trying to start using a new service, you’ve run into some type of error, or you can’t figure out how to do something you need to. Whatever the case, the result is the same: Frustration.

As a SaaS company, you need to be aware that this frustration is going to happen. And that’s okay! What matters the most is how you handle it. Live chat is a great way to engage your customers and help them solve their problems as quickly as possible.