Service is the most important part of SaaS

Oftentimes, self-serve software can leave clients in the dark. Users can be left without support with their software, leaving them feeling as if the value that was promised has been forgotten. The service element of Software as a Service (SaaS) is key to retaining customers and building brand loyalty.

What is SaaS?

SaaS is typically a cloud-based service that involves accessing an application via an internet browser instead of downloading the software directly. SaaS models often offer lower upfront costs when compared to traditional software installation, making it more accessible to a wider range of businesses. 

One example of SaaS is what we offer here at Bidnamic: We plug directly into our clients’ Google Ads accounts and offer a fully managed solution for Google Shopping, with access to a live dashboard and a team of Google Shopping experts on hand. 

The software available can be incredibly wide-ranging and is, therefore, a good option for any business, regardless of what industry they are a part of.

Key advantages of SaaS

Factors such as operating systems usually don’t come into play, as the software is run through an internet browser with a service team on hand. Worries about compatibility can be left behind, and some software can even be used on mobile devices to be used on the go.

Software is run through a centralised platform, meaning it’s easy to capture data and put it through an analytics process. This can enable your business to make educated decisions when it comes to optimisation. Usually, there is a team available to help you understand this data if you need additional support.

Due to the lack of hardware required, there’s only a small initial investment required. Traditional software can need additional servers, and using SaaS gets rid of this need. In terms of getting the software in front of more people in the workplace, you can simply adjust your billing plan accordingly to factor in more users or additional features.

Vendors can send updates and patches via the cloud, and the software is updated centrally without adversely affecting users. Security updates can also be sent out with immediate effect before any kind of cyber attack can take place.

Why are service and customer support so important?

When providing SaaS, your level of service is critical: 68% of customers leave when they feel like a provider doesn’t care about their unique needs. To keep hold of your existing customers, it’s vital that they feel listened to, and that they can ask for support whenever necessary.

Understanding your customers and having proactive communication with them can differentiate you from other self-serve software which only really offer software, and fall down when it comes to providing support.

Customer intimacy can help to generate insights on how to optimise their experience of your software, making users feel more loyal to your brand. Retaining customers is more profitable than finding new ones, so keeping clients involved in the process through regular interaction helps keep them on board with your service.

With no emphasis on service, you’ll find it difficult to build a sustainable business and will cause you to blend into the crowd of SaaS. Obviously, the software provided is important, but providing high-class service alongside it is key to users having a good impression of your business. 

Bidnamic puts a huge emphasis on service

At Bidnamic we understand that providing valuable support and quality assistance is essential to the service we offer, and crucial for retailers unsure which bid management provider to invest in. We pair our machine learning with a human touch to provide our clients with the best elements of both automation and human service.

Our Customer Success Managers make your business their business. By getting to know you and your goals, they tailor your bid management approach. Through scheduling weekly calls with clients, we maintain two-way communication to provide advice, guidance, and performance feedback.

Watch the video below to see how The Union Project feel about the service our team provides.

Data accessibility and transparency are central to the way we do things around here. Everything Google learns about your Shopping ads and their performance, we return to our clients in the form of a 12-page interactive report in their Data Studio.

Here, clients can access campaign-level and granular insights into SKU performance and keyword search term data whenever they need to, so they always know exactly how Bidnamic’s technology is performing for their business.

Click here to read more about how Bidnamic champions transparent data.

To find out more about how Bidnamic can optimise and maximise your Google Shopping experience, and be there with you every step of the way, book a demo with one of our specialists today.