Milestone Messaging: what’s it and use it in SaaS advertising and marketing? | Buff Tech

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Offering a variety of worth to prospects along with your SaaS product is nearly a assure that customers will stick round after the trial ends.

When you can simply navigate your product and expertise its worth, your prospects normally want just a little push to find all of the treasures: important and superior options.

So what are you able to do to assist prospects expertise the worth of your SaaS product quicker?

Apply milestone messages and take your customers on a journey that permits them to discover your product from A to Z.

So what’s milestone messaging and the way can SaaS firms use it? We’ll see.

What’s milestone messaging?

Milestone messages outline particular actions {that a} person should take to expertise the worth of the product.

Think about that you’re promoting billing software program.

First, it is advisable get a buyer to create their first bill; that is the primary milestone of him.

Subsequent, you need them to arrange automated invoice reminders. Now, they at all times receives a commission earlier than the bill due date, nice!

After reaching these milestones, your prospects get nearer to their purpose: billing turns into a neater and quicker course of for them.

Now, likelihood is greater that they are going to wish to pay for it and use it every day. Your software program turns into a instrument that helps save time and higher handle unpaid invoices as a substitute of remaining as a class of bills.

However how have you learnt which actions are key to realizing product worth? For this, it’s essential to first learn to outline milestones.

Easy methods to outline product milestones?

Earlier than you begin selecting a SaaS instrument to arrange milestone messaging, ensure you know what your milestones are.

It’s price writing down the primary actions that new customers must take to grow to be proficient customers of your product.

You also needs to ask your self this: what’s the sequence of actions that customers must carry out?

As soon as you’ve got bought these two issues straight, it is time to transfer on to the subsequent stage.

Easy methods to create milestone messages?

You may arrange milestone messages with electronic mail or in-app messaging advertising and marketing; each methods are good. Relying on who your viewers is and their preferences, you possibly can go for one or each.

Professional tip: You may examine advertising and marketing automation software program to realize this utilizing TestBox.

The advantage of configuring messaging inside an utility is to seize the eye of customers once they use the software program. Once they actively use your app, customers reply higher to your messages and usually tend to react.

With emails, it is totally different. Many firms select electronic mail advertising and marketing as their main observe.

Many firms sending out advertising and marketing emails have grow to be a principal motive for person inboxes to blow up. If that is the case in your area of interest, establishing electronic mail messaging won’t be one of the best concept. Nonetheless, it’s at all times price making an attempt for your self.

As soon as you’ve got chosen the place and show milestone messages, transfer on to message creation.

You may rent an excellent copywriter on this course of. When creating messages, you have to be concise: write quick and clear sentences. You do not wish to bore your customers!

Energy your automation

Automation is vital in milestone messaging. Totally different customers eat content material and study in numerous methods and at totally different charges. You wish to ensure that your message suits every particular person type.

Which means that it is advisable customise the best way you show messages in your app or the way you ship them through electronic mail.

Setting circumstances for various actions is the one approach to make it work. So what does it appear like in motion?

When a person sees a message however takes no motion, they’ll repeat the message or show a modified one the subsequent time they go to an app.

In case your in-app message is not efficient, you possibly can ship one other electronic mail (with totally different content material) that encourages a person to take that motion they have not already taken.

If a person has already taken a desired motion and reached a milestone, you must put the follow-up message on maintain.

Now’s the time to set off messages that lead customers to finish the subsequent milestone.

When creating set off circumstances, it’s essential to first take into consideration them and write them down in a Phrase doc or use a note-taking utility. It is vital to determine their construction earlier than you progress on to implementing them in your electronic mail or in-app messaging instrument.

SaaS Milestone Message Examples

Whereas this complete course of could seem difficult at first look, implementing SaaS milestone messaging should not be a tough factor to do. Let’s take a look at some examples to make it simpler so that you can plan your milestone messaging technique.

  1. Begin a free trial

It is best to begin educating customers throughout their first session along with your product. In the event you’ve determined to make use of each in-app and electronic mail automations, be sure they’re triggered the precise approach. They shouldn’t be repeated.

For instance, if a person has interacted along with your in-app message, do not ship an electronic mail that incorporates the identical call-to-action. As an alternative, use this channel to share different tricks to get a person to the subsequent milestone.

If a person would not have interaction along with your in-app messages, you possibly can observe them up through electronic mail with an analogous message encouraging them to take that motion.

Relying on a particular situation, you might wish to arrange totally different circumstances that set off your messages.

With so many omnichannel automation instruments accessible in the marketplace, establishing the circumstances for messages should not be tough.

When creating your first message, use calls-to-action that drive customers to achieve their first milestone. Make them stand out: Use vibrant buttons with the correct quantity of white house between them and the remainder of the textual content.

The power to create efficient automations is determined by how a lot about your person. You should definitely ask qualifying questions earlier than customers join your companies. Studying extra about their background, preferences, and challenges will provide help to tailor the precise expertise for them later.

For instance, PolicyMe, a Canadian insurance coverage firm, makes use of an interactive kind to gather profile info from its customers earlier than submitting a quote.

You are able to do the identical for a SaaS enterprise. Qualifying questions will assist you to enhance your personalization and, because of this, lead your customers to the subsequent step of their journey.

  1. assist them progress

As soon as customers have reached their first milestone, information them down the trail to a greater understanding of the product. To start with, congratulate them on a job effectively achieved with the primary milestone. Subsequent – Counsel exploring one other function (milestone quantity two).

For instance, Collectively encourages customers to do extra throughout their first session by means of using video games. They permit customers to verify all of the containers with their onboarding by displaying duties on their splash display screen. As soon as a person finishes the duty, they’ll see their progress replace.

You could ask: is not that quite a bit for a person to discover in the course of the first session? Once more, all of it is determined by your person sort.

Some customers just like the excursions within the app. Others wish to discover the platform at their very own tempo. Whereas the latter can use a part of your information to realize their principal milestones, they’ll click on the “shut” button on another guided tour within the app.

In these conditions, do not rush them. Allow them to do all of it in small steps.

You might be able to show in-app messages much less continuously in case your customers shut them or observe them up through electronic mail with an extended message that communicates the worth of your product.

It’s best to undoubtedly experiment right here a bit extra to seek out the right timing.

  1. Make them tremendous customers

Probably the most dedicated customers who full all the essential onboarding steps are prepared to enhance their product mastery and grow to be tremendous customers.

Take into consideration options that will delight your prospects, however are a bit extra advanced to work with.

For many customers, discovering these options with out realizing probably the most important ones is commonly pointless.

However your most engaged customers will recognize it while you present them every part you’ve up your sleeve.

So who’re these customers? You should set your distinctive standards in your tremendous customers. Each digital product is totally different, however there may be one common factor they share in widespread: realizing use all the essential options.

You will discover out if customers have reached all the essential milestones by amassing and analyzing product info. You may accumulate this information by yourself, or in the event you’re utilizing an electronic mail messaging instrument or in a third-party app, simply verify the analytics dashboard.

Subsequent, create a person group based mostly on the chosen standards and ship your electronic mail or show an in-app message to the customers who’ve accomplished all of the steps above.

  1. ending the trial

Ideally, a milestone success message ought to make prospects change to your premium plans with none second ideas.

However all prospects are totally different, and typically it is advisable give them just a little push or simply remind them to improve.

Activate your messages a number of days earlier than the tip of the trial and on its final day. Clarify to prospects what they lose by abandoning your product. This reminder ought to be carefully associated to explaining the worth of your product.


Milestone messaging is a strong instrument to interact your customers, educate them on its core options and familiarize them along with your instrument. This method to communication is not only a instrument to assist get free trial customers upgrading to their premium plans. It additionally helps to point out the worth of your product that can make customers keep along with your product longer.


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Milestone Messaging: what is it and how to use it in SaaS marketing?