How to Retain More Customers with UX

When a customer buys your product, it is because they feel it will solve a problem for them. But when someone cancels their subscription, something changed – in some way, your product is no longer meeting their needs or failed to provide the value they were looking for.

For product managers, this is a very bad sign, and losing customers and revenue is the enemy of success. Churn can really break your business’ growth and you can never ignore it.

Here’s how you can use successful UX design techniques to help decrease your churn rate and retain more happy clients for your SaaS product.

This is a very dangerous place for a customer to be in, as this will ultimately lead to a loss of revenue.

One reason why a business’ churn rate might go up is that they are more focused on getting more customers than serving their existing ones. Users will start noticing a decreased level of customer support, and they will become disengaged. This is a very dangerous place for a customer to be in, as this will ultimately lead to a loss of revenue.

Building or improving your SaaS software product with solid UX design principles will greatly improve the likelihood of customers staying onboard, improving your retention rate. 

Find Out Why

The first rule of thumb is to find out why a customer left. By asking this question you will find the answer – perhaps your customer service was too slow, or your user’s needs have changed. Asking this question and even offering an incentive will help encourage your customers to stay.

One of the best ways to reduce your churn rate and keep your customers is making their journey enjoyable and easy. They need to get value from your service offering, so you need to find ways to make that happen. One way is to really understand your service’s core value and identify the most compelling features and benefits to users.

Also, remember to decrease the steps a user has to go through in order to enjoy these features.

Make Sure They Are Hooked

In many cases, customers stop using a product because they are not in a habit of using it often enough. This is where clever UX/UI design comes into play – you can ‘hook’ a user by making sure that you get an emotional response from them, which will help persuade them psychologically, to use the software more often. 

By using the right triggers, actions, and rewards, you will significantly increase your user retention and thereby ultimately increase your revenue, too.

Create New Opportunities

While most UX design principles offer solutions for customer retention, you can also solve other issues to help improve the number of users that sign up in the first place. Some things you can consider solving with UX/UI design strategies:

• Improving slow setup times
• Improving customer service
• Increasing customer engagement

These are just some of the reasons why you need to invest in a great UX/UI design for your SaaS product. Understanding why customers leave and finding solutions to improve retention rates will ultimately also contribute to increased revenue and your overall success.

For more information on how you can win more customers with UX design from Seedboost, contact us today at hello@seedboost.co.uk.