The following is a guest post from Robin Singh. Robin is a Technical Support Executive with a combined experience of 6 years. He currently works with Live2Support – a live customer and sales chat software by ProProfs. In his free time, Robin enjoys reading and traveling.

Creating a great customer experience has never been more important, especially if you’re a SaaS company.

Your customers deserve a great experience and this is why it is important to support them with every tool in your arsenal. SaaS tools aren’t always perfectly self explanatory, and to ease the amount of support tickets and provide a self-serve option, you should be providing a knowledge base.

What is a knowledge base?

A knowledge base is used by companies to reduce support tickets and bring down customer support costs.

At the basic level, it’s the FAQ in your website that helps customers find instant answers, on their own without calling your support or raising a ticket.

Using knowledge base software, companies can create not just FAQs, but all kinds of help content from user guides, software manuals, online wikis and more.

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In this episode of the Business Systems Explored podcast, we talk to Zapier’s Alison Groves about growing a tech startup to 1,000,000 users.

Want to grow your software company to 1,000,000 users? In this episode the Business Systems Explored podcast, we speak to Alison Groves, the Partner Marketing Manager at Zapier, and find out exactly how she did it.

Zapier is an intuitive automation platform that connects your SaaS apps together. In the beginning, Zapier was doing cold outreach to software giants like Salesforce, asking them if they could build integrations for their platform. Now, there are over 500 Zapier partners — Process Street included — and that’s because of the partner marketing work Alison has been a part of.

For a business that survives on the cooperation of other businesses, Zapier has quickly shot up the ranks and become the go-to platform for connecting apps that don’t have native integrations.

How did they forge such great relations with so many big companies? Listen to the episode to get the growth strategy they used.

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The copy on your SaaS startup’s landing page is one of the major factors that determines whether your product lives, or dies a horrible death.

Unbounce cites headlines as the single most important element of a landing page, and that’s for good reason.

Several decades back, advertising legend David Ogilvy said:

“When you have written your headline, you have already spent 80 cents of your dollar”

That means that for every 1,000 people who land on your page, 800 leave after reading only the headline. But that’s just an average. It’s possible to boost those numbers with great copy, and a small tweak at the top of the funnel, as we know, can really move the needle at the bottom of the funnel.

For this article, I analyzed 87 SaaS startup landing pages. This was taken from the top 100 in AngelList’s Trending section at the time, disregarding companies that had shut down.

I found hidden trends and best practices in two supposedly simple elements of the pages: the headline and the subheadline.

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Every business uses spreadsheets. For years, Microsoft Excel was the obvious choice, but as
software migrates to the cloud, Google Sheets has emerged as a worthy opponent.

Some of the things both programs can be used for:

• Complex calculations
• Storing, sorting, analyzing and filtering structured data
• Generate code, keywords, or any type of list
• Create standard operating procedures

So, which one should your team use?

At Process Street, we took a deep dive into the features of the two hotly contested spreadsheet programs to determine the victor, once and for all. It all comes down to this: Microsoft Excel vs. Google Sheets.

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So you’ve had this awesome game-changing consumer app idea for years, and now you’ve finally gathered the chutzpah to make your mobile app dream a reality. You’ve consulted all your friends and family and even gone as far as running it past a few people in the industry. Everyone agrees—it’s a great idea. But a lot more goes into a successful app than just an idea and the development work.

Many consumer apps of all sizes and budgets fail because they overlook key factors that directly impact the success and sustainability of their app. Here are some companies we, at Process Street, have found that did almost everything right—and failed as a result of one mistake.

Ignoring the impact of even one of these five details will prove harmful—if not fatal—to your consumer app.

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This article comes excerpted from Hiten Shah’s SaaS DNA Project: The Anatomy of a SaaS Marketing Site, a 30,000+ word research study on how users actually browse and experience SaaS marketing sites.

Hiten Shah has built products on the web for over 10 years, including Crazy Egg, KISSmetrics, and now Quick Sprout. He breaks down everything he’s learned about building companies in his weekly email newsletter here.

When it comes to price, customers want to know two things: what they’ll pay, and what they’ll get in return. But too many SaaS companies overcomplicate their pricing pages.

Your pricing page converts traffic into customers. But that only happens if visitors instantly understand what they’ll get from each of your plans, the value it will provide, and how much it’s going to cost them. Otherwise, they’ll never sign up for your service.

In a comprehensive look at SaaS pricing pages, we studied 30 different SaaS websites through 90 different user interactions, totaling over 1,800 minutes of user testing. With help from UserTesting.com, we guided participants to each company’s pricing page and instructed them to read through the plans the company offered.

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The Business Process Automation Ebook That Will Save Your Work Day

The day is here and the time is now; we’re proud to announce the release of our Ultimate Guide To Business Process Automation with Zapier!

We’ve created the perfect resource to get you saving time and money by automating your business’ processes.

From basic tasks such as saving Gmail attachments into Dropbox to shipping your Salesforce leads into Mailchimp, the Ultimate Guide will guide you through setting up the perfect Zaps to automatically handle the tasks that clog up your schedule.

Plus, with Zapier’s 500+ integrated apps, chances are that your favorite programs are just waiting to be linked!

Better yet, it’s completely free!
 
 
 
 

What’s in the Ebook?

• What is Zapier – A Brief Introduction to Business Automation
• The Real Power of Zapier – Lookups, Filters and Multi-Step Zaps
• Zapier vs IFTTT: The Best Way to Automate Your Life?
• 222 Zaps You Can Start Using Right Now
• 50 Examples of Business Process Automation from the World’s Most innovative Companies

Still Not Sold?

Perhaps you’re not familiar with just how powerful this tool can be? Well then, allow us to demonstrate the power of this guide right here, right now by giving you the lowdown on some of its juiciest topics!
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We all hear those stories of super successful entrepreneurs who get a crazy amount done before the sun rises. They shared with us their morning routine tips on how they can meditate, exercise, and get work done while most of us are still sleeping.

And yet, entrepreneurs have some of most hectic and erratic schedules around. They often don’t work your typical 9-5 in an office, and their calendars involve a ton of meetings, managing employees, lots of travel, and working on the weekends. Because they’re not necessarily doing the same thing every day, it can be hard to establish a daily routine.

We interviewed ten top SaaS entrepreneurs to hear about how they’ve developed a routine in the midst of a chaotic life, and where it’s gotten them. What’s more, it’s not particularly easy to stick to a routine—even if you know it works. A lot of founders often struggle to do their ideal morning routine and they fall short of this idealized entrepreneur.

But that doesn’t stop them from trying. Here are some of their morning routines, and the tips and tricks they use to adhere to them and gear up for a successful day.

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Customer success has the unique distinction of being both the #1 driver of revenue retention in SaaS companies and SaaS companies’ best kept secret. According to Jason Lemkin, founder of SaaStr, customer success is where 90% of revenue is. For such an important topic, though, the dialogue around customer success is terrible.

Most conversations about customer success tend to be very high-level, with little in the way of concrete, actionable advice. Too many think pieces, not enough case studies. With this in mind, we thought we’d take a different approach to the topic.

We talked to 5 SaaS companies whose customer success processes have lead to sustained growth, reduced churn, and improved customer relationships, and we asked them a simple question: What is the one tool your customer success strategy could not do without?
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In 2013, Zenefits co-founder and CEO Parker Conrad made a bold statement at TechCrunch Disrupt: “If you’re an insurance broker, we’re going to drink your milkshake.”

For a while, it seemed he would make good on this promise. Zenefits, the YC-backed free 2-in-1 HR platform and insurance broker, is championed as one of the fastest-growing SaaS companies in history. Last May, the company raised $500 million in yet another funding round, bringing its total valuation up to an eye-boggling $4 billion.

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