{"id":4913,"date":"2018-05-11T11:00:45","date_gmt":"2018-05-11T05:30:45","guid":{"rendered":"http:\/\/gtm360.com\/blog\/?p=4913"},"modified":"2023-02-12T21:31:58","modified_gmt":"2023-02-12T16:01:58","slug":"ai-in-ui-low-hanging-fruit-for-slashing-saas-churn-rate","status":"publish","type":"post","link":"https:\/\/gtm360.com\/blog\/2018\/05\/11\/ai-in-ui-low-hanging-fruit-for-slashing-saas-churn-rate\/","title":{"rendered":"AI In UI – Low Hanging Fruit For Slashing SAAS Churn Rate"},"content":{"rendered":"

SAAS users experience frequent UI changes. The sales order button suddenly moves from top left to bottom right of the screen. The funnel report disappears from the splash screen.<\/p>\n

I could go on and on but the point is, frequent changes in UI drain productivity and escalate training costs. Beyond a certain extent, they might even drive customers to cancel their subscription aka cause churn.<\/p>\n

Both of these are bad news for SAAS vendors.\u00a0See my earlier post\u00a0Thriving On Chaos Of SMAC Architecture<\/a><\/strong>\u00a0for the full impact of UI changes on SAAS renewals.<\/p>\n

But vendors have their own reason for tweaking screens and menus.<\/p>\n

So, it seems like SAAS providers and SAAS users have hit a stalemate.<\/p>\n

Enter AI in UI<\/em><\/strong> – a low hanging fruit for breaking the impasse.<\/p>\n

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Hootsuite helps social media marketing professionals view feeds from multiple social networks on a single dashboard. Likewise, it lets content marketers cross-post their updates across Twitter, LinkedIn, Facebook, and other popular social networks from a single publisher screen. Instead of logging into each social network individually to publish their posts repeatedly, users need to type their post only once on Hootsuite’s Compose message<\/em>\u00a0box and Hootsuite posts it on multiple social networks simultaneously.<\/p>\n

To support cross-viewing and cross-posting, Hootsuite asks users to share access to their individual social network accounts on the following screen:<\/p>\n

\"\"<\/a>
Share Access to a Social Network<\/figcaption><\/figure>\n

Hootsuite automatically routes new users through this screen during their onboarding process.<\/p>\n

Users can visit this screen manually when they wish add a new social network profile to Hootsuite.<\/p>\n

\"\"<\/a>Users also need to visit this screen when Hootsuite informs them that a certain scheduled message failed to post most probably because it faced a “problem communicating with the social network account”. I don’t know what causes this problem but I face it often, especially with LinkedIn Company profiles.<\/p>\n

The solution is simple: Simply reconnect to the broken social network account by first clicking the owl icon appearing\u00a0on the top left of the screen and then the\u00a0Manage social networks<\/em> link located at the bottom of the panel on the left hand side.<\/p>\n

In the past, this used to take merely 30 seconds.<\/p>\n

But, after a recent UI change, the owl icon was not clickable and the menu item Manage social networks<\/em> was not visible anywhere on the left panel. I didn’t know how to reconnect the said LinkedIn Company account to Hootsuite.<\/p>\n

I reached out to Hootsuite on Twitter, my preferred channel for reaching out to companies and brands (see Why Social Media Has Become My First Port Of Call For Customer Service<\/a>).<\/p>\n

\n

@Hootsuite_Help<\/a> Suddenly, the owl logo on upper LHS of dashboard is unclickable. I'm unable to re-authenticate my LinkedIn Company a\/c.<\/p>\n

— Ketharaman Swaminathan (@s_ketharaman) September 22, 2017<\/a><\/p><\/blockquote>\n