Summary
Giving customers the freedom and ability to utilize your software as a way to build and run their business is quickly becoming the standard of software companies. This post explores my experiences across various industries and highlights my recommendations, lessons learned, and best practices for designing persona based experiences, and continuously iterating to deliver best in class products.
ConnectWise Ticketing Software
One of the leading products of Connectwise is our Ticketing Software. Giving various industries (ranging from medical to legal) the ability to recieve, track, and resolve issues for their users has allowed us to establish ourselves as the leading software for MSPs worldwide. Submitting tickets is effortless and trackable from start to finish.
My team of designers and researchers continuously work with users to recieve constant feedback as a way to improve the experience for our users and their customers.ConnectWise RMM (Remote Monitoring)
Connectiwise' RMM system is another leader in SaaS for MSPs. Our partners and their customers monitor and evaluate the health of their devices through dashbaords, RPA bots, and workflow processes. When a device goes offline unexpectedly, an alert is sent to the system and the technician needed to resolve the issues.
Membership Plans
It's important to make it clear to your user what's included in your membershp packages. This is your oportunity to continue to build trust in your product as your user can also become your promoter. Define clear call to action buttons, make it easy to compare features across packages, and ensure all terms and conditions are clearly stated or easy to access.
Check-out experience
Some important key elements to include in your checkout experience for any SaaS product:
- Offer options for various methods of payment.
- Clearly state your website will safely handle the customers billing and purchase information.
- Show what product(s) and features are included with their purchase.
- Have a clear checkout button and easy to follow guidelines for how to successuflly complete payment. We want ot prevent errors as much as possible.
- Once checkout is complete, make it clear with some feedback from the interface that the purchase is complete.
- Send a confirmation email.
- Give clear instructions on the screen for where customer can find their software to download, and where they can find their reciept.
