SaaS platforms can be used to deliver a huge range of different tools, from IT ticketing software to customer relationship management. Given the range of features and functions these platforms offer, it’s unsurprising that they can be incredibly complex.
For businesses that deliver SaaS platforms, one of the most important things to do is to provide how-to guides. Why is this so crucial? Read on to find out.
Set Up and Implementation
When a customer or an organization purchases a SaaS platform, they will be doing so to offer some kind of benefit to their business. It could be used to optimize payroll systems or streamline logistic planning. The list of potential use-case scenarios is almost limitless.
Whatever the SaaS platform is being used for, all users will be looking to have the platform set up, integrated, and ready to implement as soon as possible. Using any kind of new software tool can be tricky, and this becomes even more difficult when something as complicated as a SaaS platform is concerned.
By providing a how–to guide, users will have all the information, they need to get their SaaS platform up and running quickly and without any issues.
Troubleshooting
Even with a guide, sometimes users will struggle when getting to grips with a new SaaS platform. The issues could be minor, or they could be extremely serious. Software and IT system issues can cause widespread disruption and can have severe financial implications for affected businesses and organisations.
How-to guides should walk users through the setup, integration, and implementation of their new SaaS platform. However, that’s not all they are there for. Guides should also contain extensive troubleshooting sections that cover all potential issues, no matter how insignificant they may seem.
If a user runs into trouble, they will be able to turn to the guide to access detailed instructions that can help them rectify the situation. This will allow them to prevent any potential disruption to their business.
User Autonomy
As the provider of a SaaS platform, you will have a duty of care to your customers. They will expect you to help should they run into serious issues. Failure to do so could damage the image and reputation of your brand.
Social media has made modern consumers impatient. Nearly 20% of global consumers expect a response to queries immediately. As a business owner, I find this demand extremely difficult to cater to. It involves having staff on hand around the clock, ready to respond to any potential questions.
This is why providing how-to guides is so important. If a user has a question or a problem, they can first turn to the guide for a solution. An effective guide will, more often than not, provide the answer, meaning the user does not need to escalate the issue to your team and can deal with the problem themselves.
Conclusion
As we have outlined above, providing how-to guides with SaaS platforms is absolutely essential. They can help with set-up and implementation, and the troubleshooting section will support the user should they be faced with any issues. Additionally, they provide the user with a sense of autonomy, meaning they won’t need to escalate issues to your team.
