How to handle technical issues during SaaS trials?
(Day 36/90 LinkedIn Challenge)
A thread 🧵
1. Proactive monitoring: waiting for users to report issues
Problem: Users lose trust when they encounter problems before you notice them.
Fix: Implement real-time monitoring tools to detect and address issues early.
2. Communication: delayed or unclear responses
Problem: Users get frustrated when support is slow or vague.
Fix: Respond promptly with clear updates and an estimated resolution timeline.
3. Documentation: lack of self-help resources
Problem: Users abandon trials when they can’t find quick fixes for simple issues.
Fix: Build a robust knowledge base, FAQs, and troubleshooting guides tailored for trial users.
4. Support channels: limited options for reporting issues
Problem: Users struggle to get help if there’s only one way to contact you.
Fix: Offer multiple support channels like live chat, email, and in-app reporting for seamless communication.
5. Prioritization: treating all issues equally
Problem: Critical bugs might not get resolved quickly enough.
Fix: Prioritize issues based on impact, such as blockers preventing trial activation or core feature usage.
6. Transparency: hiding ongoing technical challenges
Problem: Users lose confidence when they’re left in the dark about known issues.
Fix: Maintain a status page or send updates on known issues and their resolution progress.
7. Escalation: no clear process for urgent cases
Problem: High-priority problems get delayed due to unclear escalation pathways.
Fix: Create a defined escalation process to ensure urgent issues are resolved quickly.
8. Feedback: ignoring user-reported issues
Problem: Users feel undervalued when their concerns are dismissed or forgotten.
Fix: Acknowledge all issues and follow up once they’re resolved to close the loop.
9. Testing: technical bugs slipping into production
Problem: Users encounter frequent glitches, affecting their trial experience.
Fix: Strengthen QA processes and run trial-specific scenarios before rolling out updates.
10. Post-resolution: no effort to rebuild trust
Problem: Users churn after encountering a resolved technical issue.
Fix: Apologize sincerely, explain what’s been fixed, and offer additional guidance or incentives to re-engage them.
P.S. Struggling with trial-to-paid conversions? I’ll audit your current approach for free!
Mehul Fanawala
@MehulFanawala
Co-founded TheClueless.Company®, postgen, TheAgencyAuditor.com with @TheWriterWoman_ | Fun fact about me: Once, I jumped off a fast-moving bike!