Done for you: A Competitive Advantage
In the SaaS world, we often hear about the concept of "DIY" or "Do it yourself." The idea is to create products that users can easily understand and use without requiring personal assistance or support—a concept known as "self-serve."
However, while focusing on self-serve, many startups overlook a powerful tactic that can accelerate growth and delight users: "Done for you." I have personally employed this strategy to achieve remarkable results, growing a software business to eight figures in revenue within three years. By taking care of onboarding, data importing, and actively assisting our users in utilizing our software, we created a game changer for our growth.
Why was it a hit? Because every user has their own set of responsibilities, and our software is often just one part of their overall tasks. By not only helping them but also relieving them of certain responsibilities, we became an indispensable asset, driving adoption and revenue growth.
Additionally, there is an unwritten rule in many startups that for every feature added, extensive documentation, user education, and high usability are a necessity. However, this type of work can be challenging and time-consuming, especially when building something that is constantly evolving. Devoting significant time to a moving target like this can end up being wasted efforts.
Interestingly, by defaulting to direct human interaction with our users, we were able to defer a considerable amount of this work. It turns out that humans prefer working with other humans, and leveraging personal interactions can significantly reduce the need for excessive documentation and UI complexity.
By embracing the "Done for you" approach, we not only accelerated growth and revenue but also fostered a stronger connection with our users. So, consider the power of providing comprehensive support and assistance to your users. It just might be the competitive advantage you need.