4 ways ChatGPT-4 can enhance the user experience of your SaaS application.
Everyone's rushing to develop and announce ChatGPT-4 integration, but in that hurry are we missing the bigger picture?
When mapping the various ways you can leverage ChatGPT-4 for your SaaS business, it is easy to get engrossed in endless possibilities and sometimes lose focus on what’s important.
Is it important to be the first one to announce or do we take our time deliver an experience customers can’t wait to try?
Every business has a different priority, but if you are looking at providing a unique experience, it’s a good idea to spend sometime understanding the business problem and aligning the effort towards it. For example,
If there is a churn in product on day 2/3 of free trial, we can focus on use cases to accelerate time to value.
If the satisfaction score is low, we can improve that by personalising support at scale and in real-time.
If product adoption is less and leading to downgrades or churn, we can increase their ROI.
If renewals are taking hit, that can be solved too, we can focus on use cases to increasing productivity.
Let’s explore each one of these.
1. Accelerate time to value
What we mean by time to value is, how soon an evaluator or user discovers that the product is the solution to their problems. While evaluating the product, they face two challenges that hinders the joy of this discovery.
Challenge #1: Hard to provide personalized onboarding experience.
Most B2B products are innately complex. There are so many tabs each with so many actions and complex workflows among them. It is easy to get overwhelmed. So when someone is evaluating a product, it’s hard to give that personalized experience in the first couple of tries without hitting a few dead ends.
How can ChatGPT-4 help?
#1 Run personalized simulation. Help different personas discover value without going through product friction.
It might seem like we are shooting over the moon now. But let’s try and break it down a little bit.
Okay, let’s use a more familiar term in SaaS world - remember “Guided tours”? The tours that give the same set of actions to anyone who signs up? What if we can create a personalized tour for every unique persona out there based their requirement? May be input sample data too?
Prompts
Prompt from Sales executive: All I care about how at the end of the month can I reach my target. Tell me how your product can help?
GPT: Sure, I can. Let me assume, you have about 100 inbound leads and you are actively pursuing 12 contacts. Here’s how you can use the product to increase chances of conversion.
Create contact heat map - Tells you which ones are likely to convert. [View sample heat map]
Enrich contact information - Tells you how best to pursue your contact. [View sample Contact]
Nurture your contacts - Create lead nurturing workflow. [View sample workflow]
Now that you’ve done learning. Would you like to clear sample data and start from scratch?
Prompt from regional sales manager: All I care is which region is doing well. Tell me how your product can help?
GPT: Sure. Let’s assume you have APAC, MEA, Europe and NA as territories. Here’s how you can use the product to over see sales operations.
Create territories - Gives you a way to divide accounts based on the region [View sample territory list]
Share accounts - Gives you a way to share accounts across territories [View account]
Territory dashboard - Gives you a way to know what’s happening across your regions. [View territory dashboard]
Challenge #2: Expectation mismatch between benefits selling and product features
Marketing may promise the perfect solution, but the user may struggle to navigate the product's features simply because features don’t speak the same language of benefits that the marketing sells.
How can ChatGPT-4 help?
#2: Translate user query into product feature. Instead of expecting users to learn the product lingo.
ChatGPT-4 can scan through your publicly available help docs, support material, website and be able to translate user need to product features and provide the necessary steps they have to perform achieve the objective.
Prompts(assume CRM)
Prompt from sales exec: “How set up auto-responses emails for contacts?” “How to get an alert when a cold lead turns warm?” “Can I set up thresholds for cold leads?”
Prompt from Regional sales manager: “How do I set up notifications for deals worth >10,000 be sent to my Slack channel?” “How do I set up leaderboard for my sales execs?
Prompt from Sales Director: “How do I streamline sales pipeline?” “How to improve productivity of the team?”
[I know this one’s a bit of stretch, but isn’t that what we all sell in the first place?]
We have already seen ChatGPT-4 already is doing great things for Duolingo, in translating and conversing in different languages. I’m hoping this shouldn’t be that difficult to achieve?
2. Personalize support at scale
What we discussed so far in the onboarding case isn’t that different for the general or L1 queries that support get. This what we call the “Can-Is” or “How-tos”. We know ChatGPT-4 can handle this.
There’s another category of tickets support gets that’s also pretty common. I call it “OMG!” tickets. Basically, when a user does an action they didn’t intend to that resulted in a regrettable outcome and now wants to revert or restore.
If it’s a common mistake, there’s probably a very simple solution to such queries. The only catch is it comes with intensity or urgency of the situation.
How can ChatGPT-4 help?
#3 ChatGPT-4 can debug app actions, just like it debugs code.
Take an example. In an ERP application, instead of changing the currency of one particular purchase order, they changed the global currency. Now, it’s reflected in all the reports and transactions and needs to be reverted. But the purchase manager is not able revert.
Prompts
Prompt: I need help in changing the currency of the application. I don’t remember how I changed it. But every PO that is being raised now is showing Pounds instead of Dollars.
ChatGPT-4: Here are a few ways you can change the currency of the application.
1. If you’d like to make Global currency change___
If you are trying to change currency for a business unit ____
If you are trying to change the currency for a PO ______
Prompt: Yes, I tried 1, but it didn’t work.
ChatGPT-4: Sometimes system might be running background jobs and the setting might take longer to update. Nothing to worry. Refresh the page and try again.
Prompt: Yes, it works now!
3. Increase customer ROI
Challenge #1: Ineffective product usage despite investing heavily
Enterprises spend at least 6 months if not more looking for the most comprehensive solution. But once they have purchased it, rarely implement 20-30% of the features. Why? Because change management is difficult. Even to roll out this 20% features across the teams across is a difficult with so many tests, phased implementation, training, support, etc. And conversely, teams use 20% features to solve 80% of their problems instead using the advanced features.
How can ChatGPT-4 help?
#4 ChatGPT-4 can turn chat to the easiest form of tech. Organisations can literally skip the learning curve. ‘Cause all one has to do is prompt.
Eg. If you are on a incident management tool and and you want to create a change ticket, instruct ChatGPT-4 to create a related change and include the following people as change managers. There are so many such examples that we can deliver with ChatGPT plugin.
#5 ChatGPT-4 can be the product-led-growth champion. Helping users track progress and realize value.
Most products already track usage but for product analytics and product-led-growth models. If we use that, feed in goals, track progress of usage over time. We can increase adoption.
If this is not the case, we can simply use the application data to track changes done and give them a before/after metric. This will be useful in so many meeting rooms and board rooms.
Prompts
Prompt: Can you tell me how effectively is the product being used?
ChatGPT-4: Currently only 23% of the features are being used extensively.
Prompt: What more can I do with this tool?
ChatGPT-4: Here are a few things that you might consider using in this tool.
Incident management workflows - this will automate the process completely, instead of creating tasks manually for every incident, you can create a workflow which will take care of the approvals, task creation, run scripts etc.
Resolution templates - Don’t have to keep typing resolutions for recurring incidents, instead can create resolution templates.
Integrations - Product integrates with Microsoft teams, so you can use it.
4. Unlock productivity
Hoping by now, we are starting to raise the bars for what value ChatGPT-4 can create for the customers. And so, I’ve saved the best one for the last. Enhancing productivity. This is not a problem, but an opportunity that many SaaS businesses are trying to deliver. So, let’s explore.
Productivity is very subjective.
For a sales rep, productivity is the revenue they bring in. Which is the direct outcome many activities like number of contacts established, number of calls, number of meetings scheduled, etc.
For a system admin, productivity is keeping the systems available. That means, they will have to constantly monitoring systems, create automations, quickly respond to incidents, etc.
For a HR manager, productivity is attracting and retaining talent. That starts with quality of candidates that they bring in, their hiring practices that lets them choose the best candidates, company culture required to retain talent etc.
For a security analyst, productivity is how quickly they can detect and respond to security incidents. This is a function of how informed they are latest securities and ways to detect them, their understanding of threat and impact on organization, etc.
You get the idea. So when we are trying to deliver a differentiated value using ChatGPT-4, we have to go a little deeper. Tap into the metrics and seeing how each be improved using ChatGPT-4.
Use case
In case of system admin, one of the metrics is Mean time to resolution (MTTR). It’s the time taken to resolve issues or incidents.
What are some of the contributing factors?
Incident swarming - to get right people on-board and sending out diagnostic information.
Incident analysis - to identify what could’ve caused the incident (application, network, security..). There are various frameworks.
Incident remediation - to perform the set actions required to remediate.
And here’s how we can use ChatGPT-4 to improve MTTR
Prompt 1 - Create a check list of diagnostics that needs to be done when an application is down
Prompt 2 - Check system status of prod-app-1 and add this as a note in the incident.
<Assume using ChatGPT-4 plugin, they can tap into a monitoring tool to check system status>
Prompt 3 - Check if there are any changes done to prod-app-1 in the last 7 days. and add this as a note in the incident.
Prompt 4 - It seems like it’s a network issue. Are there similar incidents in the past? Give me a brief summary of the incident and resolution of 3 such incidents.
Prompt 5 - Create a slack channel with application owners of shopping-cart service, on-call engineer, NOC engineer and incident manager. And append summary of the incident along with system information.
<Creates slack channel, and resolves the incident. Now wants to make sure system is up and running>
Prompt 6 - What’s the command checking uptime of linux machine?
Prompt 5 - Can you create a summary of the incident based on the conversation in the slack channel and post it as a public comment in the incident.
…
.. you get the wind of it. Things that used to take couple of minutes takes just a few seconds. And we end-up delivering a differentiated value by weaving ChatGPT-4 into the end-to-end user experience. A great example for this is Microsoft. Microsoft has been doing just this right from the beginning for developers, employees and now, security analysts.
Hope you now have a few more ways to consume ChatGPT-4 in your application.