Use a self-service product demo to reduce SaaS churn

How to use the technique

• Personalize the product demo. Not all users need your software for the same reason. Personalize demo based on persona. It doesn’t hurt to ask a few preliminary questions for optimization. Our free churn optimization framework has all the information you need to do research.
• Identify key features. Prioritize core features of your app that deliver extreme value and start the demo with them. Ensure users don’t go without exploring core features. This will increase conversions and lower churn rate.
• Add dummy data to make it easier for users to explore all the features. Don’t expect users that they will add their own data in a demo account rather make it a ready-to-use app.
• Focus on benefits. Clearly show them how core features benefit them. A benefit-driven demo is more likely to activate users.
• Offer in-app help. Self-service doesn’t mean you should leave them all alone. Offer all the support and help they need to stop them from churning.
• Give access to the full version of your software. Let users explore every bit of your app. Don’t restrict them. That’s how you'll deliver value.
• Track activation. Monitor success by tracking events including activation. Use this data for tweaks and for sending reminders. Tracking will become easier with our free churn optimization framework.

Mistakes to avoid

• Not offering support during the demo. It’s a big mistake that SaaS companies make. Users still need help. Self-service product demo doesn’t mean you don’t have to give support. Be available to offer help and guidance.
  
• Not focusing on conversions. The purpose of the product demo is to persuade users to convert to a customer. If they don’t convert, follow up, get in touch, and try to address issues they're having.