5 Ways Fintechs Can Improve the B2B SaaS Experience for Clients

Navigating Fintech: Essential Strategies for B2B SaaS Success

Fintech startups have experienced a gradual decline in investment this past year. The global funding value stood at $113.7 billion in 2023, according to Statista.

In comparison to several years ago, the investment performance of the sector has led to jittery and confused market sentiment.

The tide is changing. Stripe, the largest fintech company in the U.S. is worth $50 billion. Chime follows at $25 billion.

There is a place for everyone at the table. McKinsey Research found that fintech will be the global driving force behind a new era in payment systems.

If you’re a fintech startup finding your place in the world of B2B SaaS, take note of the following helpful tips to ensure a positive experience for new and returning clients.

#1 Digitization First

The banking industry is fast discovering that mobile and digital technology is the preferred way customers engage. By adapting to these demands, they’ve had to reassess the traditional way of banking.

Digital apps and personalization were just a few changes banks and other financial institutions implemented. Taking your cue from these sectors, focusing exclusively on customer experience (CX) can give you a competitive edge.

What else do clients crave? They want convenience. A good upsell is letting them know a full-service eCommerce partner combines everything they’ll need to drive company growth, says PayPro Global.

#2 Create an Omnichannel Approach

The emergence of cryptocurrency, neobanks and blockchains is replacing past technologies. Although the fintech landscape is quickly evolving, it doesn’t mean your client is up to speed with all the trends.

They need to know you’re there every step of the way, including being available on various platforms when a problem arises. Providing 24-hour customer support can come in many shapes.

During onboarding, introduce them to features such as chatbots and virtual assistants. This gives them a sense of comfort in the mere fact that their concerns are being heard.

Techopedia recently published an article on AI virtual assistants managing customer service. It discussed natural language processing (NLP) platforms and how they could be used to streamline communications between vendor and client.

Traditionally labor intensive tasks could be automated to handle inquiries, complaints and marketing content.

Another simple yet effective idea is to implement an FAQ section as an automated feature on the platform.

#3 Increase Data Security

Data is your superpower. However, in the wrong hands, it could be your kryptonite, specifically in the Fintech domain.

The adoption of Software as a Service and the move towards cloud technology can leave you compromised.

Raconteur notes that a robust data strategy assists with new product development. If that very data is jeopardized or missing, your strategy is as good as non-existent.

Cloud attacks have become an increased concern for Fintech companies. PwC’s Global Digital Trust Insights survey for 2024 found businesses that fell victim to data breaches of more than $1 million increased from 27% to 36%, year-on-year.

The same survey stated that almost 4,000 businesses viewed the rise of generative AI with skepticism, with many bulking up cybersecurity to prevent cyber attacks.

# 4 Always Aim to Improve Customer Service

Responding to your customer's needs timeously via omnichannel platforms takes the stress and anxiety out of the equation.

As a way of reaching out, do quarterly surveys and implement a tool on the platform to collect testimonials and reviews. Also, analyze their interaction with your sales, support and customer service teams.

This is a perfect opportunity to perform a sentiment analysis. The process mines through blocks of texts and categorizes them into negative, positive and neutral. Using NLP algorithms, sentiment mining analyzes the data to help you better understand customer psychology.

#5 Future Plans

Tailor-made SaaS offerings will always be a big attraction for Fintech companies. Knowing which direction the market is headed will bode well for you and your clients.

Exploding Topics says many users expect their SaaS tools to have AI capabilities. Using Canva as an example, they explained how the company took less than four months to enable users to create designs using AI.

There’s been an increased demand for collaboration software. Companies are constantly researching ways employees across various departments can work together, whether remotely or in-office.

The rise of B2B SaaS solutions is a key growth area in fintech. All you have to do is stay abreast of trends and listen to your customer’s needs and wants. Don’t be afraid to change course if you’re not on the right path.

Revisit your business strategy. Prioritize revenue growth. When selling software, concentrate on your big players - global payments, subscription management and online sales.

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