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. SaaS Conversion Funnel. Book a demo to learn how it can help you, too.

Analytic Tools 85

Analytic Tools Onboarding KPIs Data Visualization Customer Experience 85

Userpilot

JANUARY 3, 2023

If you’ve been conducting user sentiment surveys recently, there’s a good chance you faced a negative NPS score. In this article, we go over why you got a negative NPS and what you can do to prevent it from stunting your product growth. Any positive result is already a good NPS. What is the Net Promoter Score (NPS)?

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Research Software 98

Userpilot

FEBRUARY 25, 2024

From marketing funnel analysis to review funnel analysis, this article shows you the most important funnels for SaaS. TL;DR Funnel analysis helps map out all the steps website visitors and in-app users take to achieve conversion goals , like signing up for your tool or completing the onboarding process. Example of a user journey map.

Data Visualization 103

Data Visualization Analytic Tools Feedback Software Reporting Tools 103

Userpilot

JANUARY 14, 2022

Are you using user engagement analytics to measure the success of your SaaS product? A completely engaged user can help you earn 23% more revenue than a user who can’t connect with your product. In-app guides offer valuable self-service support , so customers don’t have to wait to solve repetitive issues.

Analytic Tools 98

Analytic Tools Data Visualization Feedback Software Customer Feedback 98

Userpilot

JULY 29, 2021

P ersonalized customer engagement leads to a domino effect on product metrics like: User sentiment (Net Promoter Score NPS ). The best customer engagement solutions include custom onboarding experiences , gamification , in-app guides , contextual communication, and feedback loops. Celebrate the completion of a task. Lower churn.

Feedback Software 98

Feedback Software Analytic Tools Reporting Tools Customer Communications 98

Userpilot

SEPTEMBER 15, 2022

SaaS companies use CI data to design personalized customer experiences and better customer communications, increasing customer loyalty, retention, and lifetime value. SaaS companies use CI data to derive insights into unmet customer needs and take action to improve customer satisfaction. Keep reading this piece! Customer insight.

Feedback Software 98

Feedback Software Research Software Analytic Tools Data Visualization 98

Userpilot

OCTOBER 8, 2021

Many SaaS businesses rate Pendo Analytics among the best in the industry. We previously discussed them in our blog post about Pendo here. To replace the dummy data with real numbers from your SaaS company, you'll need to install a JS snippet. NPS is not available on Pendo's free trial; it requires you to pay.

Data Visualization 98

Data Visualization Analytic Tools Software Review Feedback Software 98

Userpilot

DECEMBER 3, 2022

What role does customer lifecycle management play in SaaS? In this blog post, we’ll explore five stages of the customer lifecycle in detail and offer tips on how to boost engagement at each one. The customer lifecycle in SaaS consists of 5 stages: reach, acquisition, conversion , retention, and loyalty.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

Userpilot

JULY 14, 2021

There are plenty of all these blogs “15 alternatives to {Brand Name} that are equally good” that are…plain wrong. Same with SaaS user onboarding tools. A bootstrapped SaaS startup with 3 employees and $10,000 in MRR does not have the same needs as a big enterprise. And these posts are literally not helping anyone.

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 105

Userpilot

JUNE 22, 2023

A good customer churn rate is 3% or less for SaaS companies. Measure customer loyalty through Net Promoter Score (NPS) surveys, reach out to detractors, and address their concerns. While the average churn rate for SaaS companies is around 5%, a good churn rate is 3% or less. What is customer churn?

Data Visualization 95

Data Visualization Feedback Software Analytic Tools Customer Experience 95

Userpilot

MAY 30, 2023

The most common customer experience surveys include NPS , CES , and CSAT. Customers either get tired and stop answering or rush to complete the survey, inevitably providing incomplete/inaccurate answers. High NPS scores show customers are happy with your brand and vice versa. But be careful to send your NPS surveys sparingly.

User Testing 98

User Testing Product Research Customer Feedback Feedback Software 98

Userpilot

OCTOBER 4, 2022

UX KPIs, or user experience key performance indicators, are essential numerical data points that are used to track, measure, and compare the experience users have with your SaaS product. What is user experience (UX) in SaaS? Are users able to complete the task they want to by using your product?

Analytic Tools 105

Analytic Tools Research Software Feedback Software Data Visualization 105

Userpilot

AUGUST 28, 2022

In SaaS, customer value is a user’s perception of what your product or service is worth. Use NPS surveys to measure loyalty , proactively reach out to detractors , and launch customer loyalty programs. What is customer value in SaaS? In SaaS, customer value refers to what your product or service is worth to a user.

Feedback Software 105

Feedback Software Customer Feedback Customer Experience User Testing 105

Userpilot

FEBRUARY 28, 2023

Which are the best user adoption strategies for driving growth in SaaS? Shorten the learning path and deliver value faster with step-by-step guides that handhold users through their first-time interaction with specific product features. TL;DR User adoption happens when users learn how to use a product and discover its value.

Analytic Tools 95

Analytic Tools Feedback Software User Testing Data Visualization 95

Userpilot

MAY 26, 2022

Customer engagement is a key factor in SaaS growth. In this blog post, you’ll learn exactly what a proactive engagement strategy is, its benefits, and how you can create one. Then create a proactive onboarding flow using checklists to interact with customers and guide them through your product. Let’s get started!

Customer Experience 98

Customer Experience User Testing Customer Feedback Feedback Software 98

Userpilot

JANUARY 23, 2023

In this article, we cover: What real-time personalization is and why it’s beneficial for SaaS. To implement real-time personalization in your SaaS, start by collecting customer data from multiple sources using surveys and customer analytics tools. There are some great examples of real-time personalization in the SaaS industry.

Customer Experience 98

Customer Experience Analytic Tools Feedback Software Data Visualization 98

Userpilot

APRIL 8, 2022

Which of them is more suitable for your SaaS and gives more bang for your buck? Appcues doesn’t support non-linear product tours where Userpilot gives you complete freedom to design branched experiences that match real-life user behavior. Best at meeting the needs of SaaS businesses. What does Appcues do?

Analytic Tools 98

Analytic Tools Data Visualization Software Review Customer Experience 98

Userpilot

APRIL 6, 2022

That’s because first impressions matter, especially in the SaaS world, where users can easily switch to alternative solutions when they perceive yours to be too difficult to engage with. CES and NPS surveys help you to measure customer engagement on your website or app. Use short contextual guides instead.

Customer Experience 109

Customer Experience Feedback Software User Testing Customer Feedback 109

Userpilot

JULY 30, 2023

Both acquisition and retention costs are key SaaS metrics and equally important aspects of your customer acquisition and retention efforts. Although SaaS businesses can’t sustain without high customer retention, there are some instances when you should focus more on gaining new customers than retaining customers.

Customer Experience 94

Customer Experience Customer Feedback User Testing Data Visualization 94

Userpilot

MAY 3, 2023

Pendo analytics enables you to track user engagement with onboarding guides as well as their impact on the product and business goals. Here’s a step-by-step guide on how to put it in motion. Pendo onboarding relies on UX patterns called Guides. Choose how the guides will be triggered and to whom. Set your goals.

Onboarding KPIs 98

Onboarding KPIs Software Review Analytic Tools Data Visualization 98

Userpilot

AUGUST 9, 2023

Why is customer retention rate important for SaaS companies? Customer retention rate is a metric that all SaaS companies should measure to help their success. Net Promoter Score The Net Promoter Score ( NPS ) gauges customer loyalty by asking customers how likely they are to recommend a product to others.

Customer Feedback 98

Customer Feedback Customer Experience User Testing Analytic Tools 98

Userpilot

MAY 22, 2023

In this article, we explore what customer loyalty is, why it’s important, and how you can build customer loyalty in your SaaS business. For SaaS businesses, we can define customer loyalty as the customers’ willingness to repeatedly renew their subscriptions. Why is customer loyalty important?

Customer Experience 87

Customer Experience User Testing Feedback Software Customer Feedback 87

Userpilot

JULY 31, 2023

Pendo Guides are in-app experiences that you can use to onboard your users and keep them up to date with releases. The app allows you to launch in-app surveys to collect qualitative and quantitative user feedback, including NPS data. Guides include UI patterns such as tooltips , lightboxes/modals, and banners. What is Pendo?

Data Visualization 93

Data Visualization Analytic Tools Feedback Software Reporting Tools 93

Userpilot

SEPTEMBER 12, 2022

You’ve probably heard of the Net Promoter Score or NPS, but what about tNPS? In a nutshell, there are two types of NPS surveys: transactional and relational. This article will break down tNPS and NPS into exactly what they are and introduce you to the power of tNPS in gauging user sentiment.

Feedback Software 97

Feedback Software Product Research Onboarding KPIs User Testing 97

Userpilot

JANUARY 12, 2023

You’ll also learn how to calculate user engagement for your SaaS. Use feature tags, Heatmaps, and NPS. How to improve user engagement in SaaS: Use live demos to showcase your product. Guide users with interactive walkthroughs. What is an engaged user in SaaS? Building NPS survey with Userpilot.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Feedback 98

Userpilot

OCTOBER 18, 2022

With historical data, SaaS companies can understand what worked and what didn’t work for their customers. And SaaS companies can harness diagnostic customer analytics to make more informed business decisions and drive continued success. You can easily track the completion of milestones (goals) with Userpilot.

Data Visualization 98

Data Visualization Customer Feedback Analytic Tools User Testing 98

Userpilot

JULY 5, 2023

Wondering how to improve customer satisfaction scores and foster long-term success for your SaaS business? Customer satisfaction has become critical for any SaaS business as customers have increasingly competitive options. Use Net Promoter Score (NPS) surveys to identify what retains your loyal customers and capitalize on them.

Customer Satisfaction 98

Customer Satisfaction User Testing Data Visualization Customer Experience 98

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. Creating the Complete Customer Success Team ( Listen to the podcast episode ).

Feedback Software 111

Feedback Software Customer Experience Customer Feedback User Testing 111

Userpilot

FEBRUARY 4, 2023

Need an example of strategic initiatives so you can implement them in your SaaS business? To stay ahead of the competition and drive customer retention , feature adoption, etc, you need to systematically build strategic initiatives and complete them. Let’s see how you can use them to achieve more critical SaaS objectives.

Feedback Software 97

Feedback Software Analytic Tools Research Software Product Research 97

Userpilot

MARCH 14, 2023

In SaaS, user segmentation is more granular than customer segmentation : customers are accounts and users are individuals within an account. In SaaS, there are three common user segmentation methods: Value-based segmentation, need-based segmentation, and behavioral segmentation. In SaaS, there are free, trial, and paid users.

Analytic Tools 97

Analytic Tools User Testing Customer Feedback Feedback Software 97

Userpilot

OCTOBER 1, 2022

Implementing a user funnel in your SaaS helps you identify areas of friction that need improvement, as well as make data-driven decisions to optimize your conversion rate. Lean on the Zeigarnik Effect by adding partially completed checklists in your onboarding process. Why does the user funnel matter for SaaS companies?

Analytic Tools 96

Analytic Tools Feedback Software Customer Experience User Testing 96

Userpilot

MARCH 10, 2022

In SaaS, NDR is one of the most important metrics for customer retention. A healthy SaaS company should maintain an NDR of over 100% because it indicates that upgrades are outweighing downgrades and churn. You can use in-app help centers and NPS surveys to reduce churn and thus, improve your SaaS NDR rate.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Feedback Customer Experience 98

Userpilot

JANUARY 9, 2023

Personalized onboarding ensures each user learns how your SaaS product serves their unique, individual needs. Use the checklist to guide users to the features they need to complete their goals based on their JTBD segment. Most SaaS products are complex, requiring more guidance for users to get the most out of every feature.

Feedback Software 97

Feedback Software Analytic Tools Research Software Customer Experience 97

Userpilot

OCTOBER 31, 2022

Knowing and understanding customer needs is at the center of every successful SaaS company. You can group customers by a low NPS score, web session duration, un/completed goals in the user journey, company’s industry, users that haven’t engaged with a core feature, etc. Access the NPS dashboard in Userpilot.

Data Visualization 98

Data Visualization Analytic Tools User Testing Feedback Software 98

Userpilot

FEBRUARY 10, 2022

Wondering how you can improve the product adoption rate of your SaaS business? NPS surveys are a means of tracking customer satisfaction and learning customers’ pain points so you can improve your product where needed. What is product adoption in SaaS? Product adoption is the complete opposite of customer churn.

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs Customer Experience 98

Userpilot

APRIL 10, 2021

The larger your SaaS empire becomes, the more likely this is to be the case. Why is Customer Segmentation important for SaaS? It’s an essential concept for SaaS businesses because you can customize primary, secondary, or tertiary onboarding to a segment’s unique needs. Source: me.me. What is Customer Segmentation?

Analytic Tools 98

Analytic Tools Customer Experience Research Software User Testing 98

Userpilot

OCTOBER 19, 2021

There's a product tour system that guides users towards feature adoption. These features are of excellent quality overall, but could be more user-friendly and lack NPS in the free trial. Guides (Pendo's equivalent of product tours). Guide Views. A quick look at Pendo's free trial. Dashboards. Track Events.

Data Visualization 96

Data Visualization Analytic Tools Onboarding KPIs Feedback Software 96