How Does Self-Service Model Benefit SaaS Business?

Whether you’re new to the SaaS industry or planning your expansion strategy, the critical goal is to maximize income. A self-service model is a terrific method to do it. A self-service approach can aid in the automation of your SaaS channel and provide different revenue streams and achieve exponential growth. This post will look at the self-service model, its advantages, and how firms may use its diverse offers to fuel SaaS development while using fewer resources and increasing ROI.

Defining Self-Service Model

Self-service means that clients can acquire solutions to their questions without the need for human support. The customer does not interact directly with a person at a self-service point of sale or service. Customers use tools like automated password recovery, app downloads, support chatbots, and documentation wikis to communicate.

In the self-service business model, the client receives a piece of the value creation in exchange for a cheaper product price. This is ideal for routine chores that offer little value to the company but cost a lot of money. The significant advantage of the self-service model is that the customer can complete a value-adding step faster and more precisely than the company. Customers put in their effort and reap the benefits of time savings and increased operational efficiency.

Mobile apps, knowledge bases, automated call centers, and artificial intelligence-powered chatbots and messaging services are all examples of customer self-service channels.

Evolution Of Self-Service

The self-service paradigm is propelled forward by rising demand for automated devices, self-service equipment, wireless connectivity, and other technological advances. According to Grand View Research, the global self-service technology market was valued at $28.3 billion in 2019 and is expected to rise at a CAGR of 6.7 percent by 2027.

According to several studies, over 70% of customers anticipate a company’s website to include a self-service application, and 40% prefer self-service to human contact. According to a study done by Dimension Data, 73 percent of customers prefer to get information from a company’s website over social media and other platforms.

Role Of Self-Service Paradigm In SaaS Growth

For any expanding SaaS business, self-service is a godsend. It is non-intrusive and allows clients to learn, investigate, and solve problems at their own pace. Users get control without having to wait for human interaction. As per Salesforce research, customers and purchasers are five times more likely to rate self-service as a vital business feature.

A self-service approach entails a large-scale application of solutions that can help you build your SaaS while saving money. You delegate work to your customers, freeing time to focus on other critical brand messages and audience retention initiatives. A self-service architecture allows SaaS to cast a wider net and work with a giant funnel.

If you can persuade your clients about the value of your brand without using humans, you can attract a larger target audience who will try your product and stick with it if they believe in its worth.

The following are the main advantages of the self-service approach for SaaS business:

Excellent Choice For New SaaS Products

The majority of new SaaS business lack the necessary sales or funds to invest in marketing and sales. They take the conventional route of generating plans to create a solid and viable product for their target market. During this stage, the team must concentrate on developing the right features after receiving regular customer feedback. A self-service model ensures that the core team is relieved of routine sales tasks, allowing them to focus on product development.

No Waiting Or Closing Hours

Quick reaction times is one of the most critical factors in a positive customer experience and business success. You may reduce client wait times and save valuable resources by using a self-service strategy. Self-service, unlike other points of sale, is immediate. Customers may sign up for specials, newsletter subscriptions, and upgrade packages without dealing with a salesperson. There is no need to line or wait to start using your goods or service.

If your company has a global audience, self-service and automation can let you stay in touch with them and finish sales 24 hours a day, seven days a week, without staff interaction or closing time.

Fully Automated Sales

A good product is always the best method to get the most customers, but you don’t have to interact with your clients one-on-one under a self-service model.

You must also improve your onboarding process to automate your sales process as part of self-service effectively. To achieve adequate income creation, you must lower bounce rates and ensure long-term consumer engagement.

Clear CTAs, suggestions on how to utilize technology, personalized messaging, and relevant content depending on the user’s profile must all be included in the onboarding process.

Regardless of your SaaS pricing plan, an automated payment system can help you convert a prospect into a customer without a meeting, phone, or emailing them.

Up-Selling And Cross-Selling

Once your self service model is up and running, you’ll need other processes to up-sell or cross-sell to increase your SaaS revenue without spending extra resources.

A successful upselling and cross-selling strategy can be implemented by:

  • Customers can choose from various options, plans, and levels to find the most excellent fit.
  • Offering free basic functionality and then persuading them to upgrade for more advanced paying options.
  • Once your user’s exhibit interest in your premium services, you should have a solid call to action to upgrade.

Get More Value From Your Employees And Consumers

Self-service is perfect for SaaS business that can’t always afford to manage all of their business components at once. You won’t need a large sales crew because automated sales will take care of everything.

You can accomplish more with fewer people, resulting in improved resource allocation and increased value from your team. They can shift attention away from sales, product development, and customer service. Every member of your team will become more involved and accountable for the company’s income generation.

Customers generate value through the self-service approach as well. Thanks to fewer support calls, reduced interference, and automatic upgrades, you can obtain a high ROI through your customers.


Targeting, attracting, and retaining consumers are the fundamental pillars of a successful SaaS business. A compelling self-service model gives the means to reach this aim. Companies can scale, create money, and achieve remarkable growth without having large sales or marketing teams by adopting a self-service strategy.

To know more about the SaaS business, contact the ONPASSIVE team.