Intercom, Inc.

MARCH 29, 2022

We’re fresh from our first virtual global event, New at Intercom. We were joined by more than 2,500 customers, partners, and others who wanted to learn more about our product, goals, and the path ahead. What follows is a lightly edited transcript of the event. into B2B software. Enjoy this time.

Feedback Software 118

Feedback Software Customer Communications Reporting Tools Events 118

Userpilot

JUNE 2, 2022

What are the B2B SaaS metrics you should be tracking right now? But to get the product growth insights and measure the success of your product marketing efforts, it’s crucial to know and optimize the actionable B2B metrics. So let’s dive in and see what B2B SaaS metrics you need to track to unlock growth.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 52

Userpilot

APRIL 26, 2024

TL;DR Customer tracking software helps you monitor and analyze your users’ behavior across different channels. The must-have features for customer tracking software in 2024 are: The ability to track customer data regarding their behaviors during events. Dashboards for customer data analytics.

Data Visualization 105

Data Visualization Analytic Tools Reporting Tools Software Review 105

Userpilot

JULY 6, 2023

Since SurveyMonkey can’t completely satisfy everyone, let’s look at 15 survey tools that can help you collect employee feedback, user sentiment , and more valuable data. It lacks analytics features, customization options, and overall it might not be worth the price for some companies. Enterprise: Custom pricing and usage limits.

Data Visualization 98

Data Visualization Embedded Analytics Analytic Tools Feedback Software 98

Userpilot

APRIL 30, 2024

Software as a Service offers specialized tools for product growth , CRM, project management, ERP, collaboration, financial management, customer service, and marketing automation. HubSpot and Salesforce are both CRMs that offer customer analytics, survey tools, and extensive integrations. Userpilot ’s integrations.

Analytic Tools 104

Analytic Tools Feedback Software Data Visualization Reporting Tools 104

Userpilot

MARCH 14, 2023

Its benefits include: It helps you personalize the customer journey by making it possible to deliver relevant messaging to each user, improving overall customer satisfaction. I dentify trends among existing customers, including their pain points, usage patterns, etc. Event triggering in Userpilot.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Experience 98

Userpilot

JUNE 5, 2023

The SaaS conversion funnel adapts the traditional marketing funnel to the unique B2B SaaS environment. The SaaS funnel was designed to help SaaS business owners navigate the tricky world of a high-churn, often oversaturated B2B market. It nurtures them into qualified leads and drives them toward brand advocacy.

Analytic Tools 95

Analytic Tools Onboarding KPIs Data Visualization Customer Experience 95

Userpilot

MAY 18, 2023

UX deals with a user's interactions with specific aspects of your product, while CX is broader and covers all customer engagements with your brand. TL;DR The user experience (UX) is the sum of a user's thoughts, impressions, and feelings as they interact with specific aspects of your product.

Customer Experience 98

Customer Experience User Testing Analytic Tools Feedback Software 98

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). You capture direct customer feedback and respond when they are upset or leverage it when they’re happy. Tip 2: Automate customer interactions.

Customer Experience 49

Customer Experience B2B Customer Feedback User Friction 49

Userpilot

FEBRUARY 27, 2024

TL;DR Funnel analytics describes the process of analyzing how customers progress from one stage of the journey to another. Marketing teams can use funnel analysis to find friction points in the customer journey that stop users from signing up for the product, activating , and becoming paid customers. Easy peasy.

Data Visualization 104

Data Visualization Analytic Tools Customer Experience Feedback Software 104

Userpilot

DECEMBER 21, 2022

Key product metrics to track and optimize include Customer Acquisition Cost, Number of Active Users, Time to Value , Feature Usage Rate , Net Promoter Score , Customer Lifetime Value , Customer Retention Rate , Churn Rate, Customer Satisfaction Score, and Monthly Recurring Revenue. Time to Value. Churn Rate.

Analytic Tools 98

Analytic Tools Onboarding KPIs Data Visualization Embedded Analytics 98

Userpilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Userpilot

FEBRUARY 3, 2023

Leverage product analytics to do a customer behavior analysis and get a better understanding of how customers interact with your product. Perform social listening on social media and review sites to see an unfiltered look at what customers are saying about your brand. Creating user segments in Userpilot.

Analytic Tools 98

Analytic Tools User Testing Research Software Feedback Software 98

Userpilot

DECEMBER 3, 2022

With CLM, you gain customer insights into customer behavior, needs, and preferences to create better customer experiences , remove product friction to manage customer churn, and maximize customer lifetime value (CLV) by retaining customers and turning them into brand advocates. Here’s how.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

Userpilot

DECEMBER 15, 2022

How does tracking NPS give you the insight you need on how to better engage customers ? By asking customers how likely they are to recommend your product to others, you get an honest look at customer satisfaction. After contacting customer support. After the user upgrades their plan.

Feedback Software 98

Feedback Software Analytic Tools Research Software Data Visualization 98

Userpilot

NOVEMBER 20, 2022

You should digitize the customer experience because today’s customers expect to have digital experiences when interacting with any brand. They want to be able to search for companies, find reviews, interact with the website, and reach out to the brand online. Example of a customer journey map.

Customer Experience 98

Customer Experience User Testing Customer Feedback Embedded Analytics 98

Userpilot

NOVEMBER 29, 2023

Here’s how Userpilot can help you with your product research needs: Get a deep user experience understanding with analytics charts such as funnels (to spot friction ), trends (to understand what brings value across different plans), and paths (to draw the product journey of your users.) Userpilot’s features and event tracking.

Data Visualization 104

Data Visualization Research Software Feedback Software Analytic Tools 104

Userpilot

SEPTEMBER 16, 2022

Customer Experience (CX) is the perception a customer has of your brand based on their interaction across all stages of the customer journey. Great customer experience causes a snowball effect that leads to more customer satisfaction , boosts loyalty , and ultimately expands word-of-mouth.

Feedback Software 98

Feedback Software Customer Experience User Testing Customer Feedback 98

Userpilot

MAY 30, 2023

Triggered in-app so users don’t have to leave your product to answer (and see them in the right context). Designed according to your brand aesthetics so it blends with the product UI. Triggering surveys based on the user’s actions, milestones, and product behaviors. Properly automated with specialized software.

Customer Feedback 96

Customer Feedback User Testing Feedback Software Product Research 96

Userpilot

JULY 16, 2021

This can give you valuable insights into product growth and user engagement. In this article, we’ve compiled the key metrics for your SaaS product that help you measure customer satisfaction, user activation, retention, product adoption, and growth. Metrics for SaaS products: Measuring customer satisfaction.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Feedback Data Visualization 98

Userpilot

APRIL 10, 2023

In contrast, the average free trial conversion rate in the B2B SaaS space is around 17%. To be able to deliver such timely prompts, you need a tool that tracks product usage in real-time and allows you to trigger event-based in-app messages. What makes a successful freemium product? Loom upgrade prompt. In-app upgrade prompt.

Feedback Software 97

Feedback Software Analytic Tools User Testing Strategy 97

Userpilot

APRIL 15, 2024

For example, you can use AI insights about user goals to personalize their onboarding process and reduce time to value. For example: ‘If a user from segment X completes event Y, trigger flow A’ This works fairly well but is time-consuming to set up and isn’t practical below the segment level.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Research Software 105

The Product Coalition

DECEMBER 19, 2019

Today, we’re talking about customer experience management, and for that you won’t need any sinister tendencies at all. If we’re being serious here, a thoughtfully planned customer experience management system can increase your customer satisfaction and loyalty, decrease churn and raise your business’s revenue.

Customer Experience 79

Customer Experience User Testing Customer Feedback Weak Development Team 79

Userpilot

OCTOBER 6, 2022

What influences customer behavior? In B2B SaaS, many factors influence customer behavior — from psychological to marketing factors to the overall satisfaction with a product or service. Here are three factors that impact in-app customer behavior the most: Bad UI (user interface) — leads to friction and drop-offs.

Analytic Tools 98

Analytic Tools Feedback Software User Testing Customer Experience 98

Userpilot

DECEMBER 3, 2022

The customer experience lifecycle paints the complete picture of a customer’s interaction with your brand. Optimizing experiences throughout this cycle to improve every interaction increases engagement and customer lifetime value. The five stages of the customer lifecycle.

Feedback Software 98

Feedback Software Customer Experience Analytic Tools Customer Feedback 98

Userpilot

APRIL 14, 2024

It also helps product teams collect user feedback, streamline onboarding, and gather actionable insights from analytics. Google Analytics is a web analytics service offered by Google that tracks and reports website traffic and mobile app traffic and events, currently as a platform inside the Google Marketing Platform brand.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Reporting Tools 52

Userpilot

MAY 20, 2024

Event tracking : Userpilot tracks different in-app interactions such as clicks, hovers, and form infills. You can also customize events by combining them to make a distinct trackable event. Setting up events in Userpilot. Userpilot takes this customer to measure product engagement.

Analytic Tools 52

Analytic Tools Feedback Software Research Software Data Visualization 52

Userpilot

APRIL 14, 2024

Here’s what makes Userpilot’s product analytics stand apart from Heap’s: Powerful segmentation capabilities : With Userpilot, you can segment users based on various factors, such as their feedback and interactions with tagged features and in-app experiences. That makes it suitable for users from non-technical backgrounds as well.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software User Testing 52

Userpilot

NOVEMBER 8, 2022

Finally, acting on user feedback means you care about their experience and you’re committed to delivering value. This will boost customer loyalty to your company and brand. Wynter is a message-testing platform that allows you to collect feedback from B2B customers. Custom events in Userpilot.

Product Research 98

Product Research Feedback Loop User Testing Feedback Software 98

Userpilot

NOVEMBER 25, 2023

With Heap, you can track user interactions in real time across all touch points within your product. Amplitude is a powerful analytics tool that gives organizations in-depth, real-time insights into product usage and user behavior. It’s particularly valuable for B2B companies and helps minimize churn.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Reporting Tools 85

Userpilot

SEPTEMBER 23, 2022

Employ gamification to make your product more fun and engaging for your customers, thus encouraging them to stick around. Userpilot helps you collect invaluable user insights from in-app to identify drivers for customer satisfaction or dissatisfaction. What is customer churn? Customer churn rate benchmarks.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Research Software 52

Userpilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. But how does user adoption impact your business? And your role at a customer success team? Why is user adoption important? User adoption phases.

Analytic Tools 97

Analytic Tools Feedback Software Research Software Data Visualization 97

Userpilot

NOVEMBER 22, 2022

Although both personas and segments can group existing and potential customers, they offer different use cases for a SaaS business. The main purpose of market segments is to understand whether your product or brand will resonate among the target market. Typically, large-scale research techniques are used to create customer segments.

User Testing 98

User Testing Research Software Customer Experience Feedback Software 98

Userpilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. But how does user adoption impact your business? And your role at a customer success team? Why is user adoption important? User adoption phases.

Analytic Tools 91

Analytic Tools Feedback Software Research Software Data Visualization 91

Userpilot

FEBRUARY 25, 2024

The option to customize your self-serve portals to match your brand’s branding, i.e., color palette, style, and fonts. Trigger in-app messages based on specific events, in-app behaviors , and the user’s stage in the journey.

Embedded Analytics 52

Embedded Analytics Data Visualization Reporting Tools Analytic Tools 52

Userpilot

OCTOBER 30, 2023

It’s particularly valuable for B2B companies and helps minimize churn. Heap pros As a cutting-edge digital insights platform, Heap offers several valuable features for product developers, marketers, and customer success teams. That means you don’t have to worry about setting up custom tracking for each event.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Reporting Tools 52

Userpilot

FEBRUARY 25, 2024

Advanced segmentation options such as need-based and behavioral segmentation to personalize your user’s experience based on their needs and goals. Analytics dashboard to collect customer experience insights — by tracking user data events, feature usage, survey statistics, etc.

Data Visualization 52

Data Visualization Analytic Tools Customer Experience Feedback Software 52