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SaaS Omnichannel and Employee Satisfaction: The Unexpected Connection
There are many articles and pieces of content out there on SaaS omnichannel issues. As there should be – it’s an important topic!
However, not a lot of people have thought about how SaaS omnichannel strategies can impact employee satisfaction.
But it does. And knowing about it can help make operations faster and employees happier.
It’s tough to work in SaaS. The pressure can be crazy.
That’s why we’re here to help spread the word about opportunities that make a SaaS company stronger, and its employees more satisfied and engaged.
So from one SasS company to another, let’s dive into the world of SaaS omnichannel issues, what it has to do with employees, and how SaaS businesses can overcome these roadblocks to create a work environment that rocks.
Understanding SaaS Omnichannel Issues
An omnichannel approach aims to give customers a seamless and consistent experience across multiple channels and touchpoints.
This requires a joined-up approach to the customer success tools for smooth communication and collaboration. And it means data consistency throughout the company.
That can be a massive ask. A mammoth task.
Because businesses usually face a couple of challenges when trying to integrate multiple tools:
1. Integration issues: Combining platforms is complex and time-consuming. It’s easy to be seduced by ‘best-of-breed’ customer success tools, but what about the plumbing?
2. Data consistency: Accurate and up-to-date data across all platforms is daunting. How often have we been on the phone to a contact centre and they ask you to hold whilst they log into another system?
3. Cross-platform communication: How likely is good communication and collaboration between teams across platforms? It’s not uncommon to have miscommunication or delays.
With Bluefort’s end-to-end SaaS software platform, you can streamline your processes and take automation to the next level, to effortlessly personalise your customer experience.
How SaaS Omnichannel Issues Torture Employees
Okay, maybe not “torture”. Though sometimes it probably feels that way. Here’s a tip of the iceberg as to why:
1. Lower job satisfaction
Dealing with multiple SaaS platforms and fragmented systems and processes makes employees frustrated. And frustration is not a good emotional place to be. Have you ever made a good decision when you were really frustrated? We haven’t.
2. Increased stress levels
The additional workload and inefficiencies caused by omnichannel issues can contribute to higher stress levels for employees.
3. Reduced motivation
When employees feel they cannot meet customer expectations because of internal structures, their motivation and sense of accomplishment plummets. They’ll be unable to think of creative solutions, collaborate on new ideas, or even care what happens to the brand.
4. Higher employee turnover
If it looks like a company isn’t going to provide the tools and processes employees need to succeed, they’ll be out of there the millisecond they get an offer somewhere else. They’re only humans…humans that every single lunch break debate running for the hills to be a hermit and never speak with anyone ever again.
5. Decreased productivity
When employees have to waste their time managing badly connected systems, you can kiss their productivity goodbye. And that’s the eventual kiss of death for your SaaS profitability.
Lower employee job satisfaction and engagement is a killer for SaaS companies.
Even if you can replace employees fast, it sends your costs through the roof.
What Needs to Change
So, how can businesses tackle these SaaS omnichannel issues and make their workforce satisfied and engaged?
Here are three of the most popular strategies:
Investing in one platform
When employees can access everything they need in one place and there is no Victorian plumbing, processes are streamlined.
Team collaboration is better.
This not only reduces the workload and stress employees face – it also ensures they have access to accurate and up-to-date information, everywhere and anywhere.
Implementing effective training programs
When employees have a thorough understanding of the customer success tools they’re using, they are efficient and frustration becomes a thing of the past.
Comprehensive training programs and ongoing support give employees the confidence and experience they need to excel. That’s simply because they have the knowledge and skills they need to tackle any challenges that might crop up.
Encouraging open feedback and communication
Employees need a culture of improvement and open communication. They need to feel heard and a sense of control in their environment. Your Customer Success Managers are speaking to customers all day long. Believe it – they have all the answers you need to increase your bottom line.
Seeking feedback and implementing suggestions also helps a business show its people that the company is dedicated to improving the work environment and supporting their teams.
Conclusion
All SaaS companies work best when their employees are happy with the job.
The connection between SaaS omnichannel issues and CSM satisfaction may be unexpected or passed over, but it’s undeniable.
When you address the challenges of going omnichannel you can not only improve your operations but also create a more satisfied, engaged, and productive workforce.
And that’s the kind of investment that will pay your SaaS business back in dividends.
86% of consumers will leave a brand they trusted after two bad customer experiences.
– Emplifi
So if you’re looking to give your subscribers the best possible experience (and reduce churn!), make sure personalization is at the top of your priority list—it could be the difference between success and failure.
And if you give these SaaS customer personalization tips a try, you’ll be on track to providing them an unforgettable experience that keeps them coming back for more.
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