Intercom, Inc.

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Driving increased customer satisfaction and retention. What is proactive support?

Reporting Tools 237

Reporting Tools Inbound Customer Experience Data Visualization 237

ProductBoard

AUGUST 18, 2022

Most product managers and leaders would agree that they aim to be customer-centric, and that they work hard to make that goal a reality. So why do 69% of teams surveyed in Productboard’s 2021 Product Excellence Report say that the products and features they release are not consistently well-received by customers?

Customer Satisfaction 98

Customer Satisfaction Reporting Tools Customer Feedback Product Research 98

Product Talk

OCTOBER 6, 2021

They were tasked with driving customer retention (their business outcome ) by increasing customer satisfaction (their product outcome ). As they interviewed customers , they discovered a clear pain point—“I need entering patient information accurately to be fast and easy.”

User Friction 304

User Friction Customer Experience Customer Feedback Software Review 304

Intercom, Inc.

JUNE 8, 2021

This is the final post in our series exploring the findings from Drive Conversational Experiences for a Future-Ready Customer Support Strategy , a commissioned study conducted by Forrester Consulting on behalf of Intercom in April 2021. Enhanced customer satisfaction (58%). Increased business efficiency (58%).

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Userpilot

SEPTEMBER 20, 2021

But it's part of a new business model that previously sales-led companies are using to achieve rapid growth and higher customer satisfaction ratings at a lower customer acquisition cost. The key is helping users realize the ongoing value of a product as quickly as possible. How to make your SaaS Product-Led in 2021.

Analytic Tools 98

Analytic Tools Research Software Feedback Software Onboarding KPIs 98

Intercom, Inc.

NOVEMBER 11, 2020

Not only are support leaders already benefiting from conversational support, they also plan to invest more in its capabilities – including proactive support, chatbots, and automation – in 2021. Discover five trends transforming customer support. Perhaps not surprisingly then, this is a top area of investment for 2021.

Data Visualization 145

Data Visualization Reporting Tools B2C Customer Experience 145

Userpilot

OCTOBER 18, 2021

Trends – so you know what is working great right now regarding acquiring and retaining customers and what you should do to follow SaaS market trends so you won’t stay behind the competition. We cover these in detail in our guide, so read on if you want to take care of SaaS growth properly in 2021. billion in 2021 and $145.4

Analytic Tools 98

Analytic Tools Feedback Software Research Software Onboarding KPIs 98

Alchemer Mobile

DECEMBER 31, 2020

As we’re working on compiling our 2021 mobile app engagement report (set to publish in Q1 2021), we highly suggest taking a look at last year’s. Learn how Alkami uses Apptentive in-app mobile surveys to increase ROI for Advantis Credit Union and improve customer satisfaction, loyalty, and retention. Chat with us today !

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Data Visualization Marketing User Testing Product Manager 147

Userpilot

AUGUST 24, 2021

In this article you'll read about: what implementing self-service support can help you achieve (hint: it improves customer satisfaction). TL;DR: Use self-service customer support to capitalize on the 81% of users who try to solve their own software issues before reaching out for help. You're in the right place.

Research Software 98

Research Software Feedback Software Reporting Tools Customer Experience 98

Userpilot

SEPTEMBER 16, 2021

Justin Butlion's four-step framework illustrates the feature adoption funnel that outlines how users adopt a feature, and it consists of Exposed, Activated, Used, and Used Again. Product active usage metrics you can track: feature usage, stickiness, customer engagement score. Metrics to measure SaaS customer satisfaction.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 98

Product Talk

SEPTEMBER 15, 2021

Their customers are medical practices like dentists, pediatricians, and general practitioners. They’ve set their business outcome as maintaining their high retention rate and have decided to use a customer satisfaction score (CSAT) as a predictor of retention, their product outcome. Click the image to see a larger version.

Customer Experience 292

Customer Experience User Testing Product Research Customer Feedback 292

Userpilot

SEPTEMBER 23, 2021

Every day, we’re seeing more evidence that the market is starting to understand the value of the user onboarding experience. Our State of SaaS Onboarding report for 2021 found that 96% of SaaS businesses are using at least 1 in-app onboarding element. Automate your new user onboarding with software. Give it a shot today.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience User Testing 98

Userpilot

SEPTEMBER 15, 2021

Announce and introduce new features to the users continuously. Micro surveys are a great way to collect customer feedback and optimize your product and improve users' engagement in SaaS. NPS surveys help measure customer satisfaction and, when used with follow-up questions, can give insights into customer behavior.

Feedback Software 98

Feedback Software User Testing Customer Feedback Customer Experience 98

Userpilot

OCTOBER 11, 2021

Speaking of new features, the best SaaS marketing strategies will involve constantly collecting feedback from users to identify any friction points, such as issues with new features. It's also important to collect data regarding overall customer satisfaction , especially your Net Promoter Score. Get a Userpilot demo here.

Feedback Software 119

Feedback Software User Testing Product Research Customer Experience 119

Userpilot

JULY 14, 2021

Userpilot is a Product Growth Platform that helps SaaS businesses to build new user onboarding, secondary onboarding, contextual hints, onboarding checklists, without writing a line of code. The best onboarding tool for you depends on your company size and use case. If you need any help we are always happy to jump on a call with you !

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 105

Userpilot

AUGUST 21, 2021

Once you measure the data and are determined to increase feature engagement for your SaaS, the following 7 strategies will provide great results: 7 of the best strategies that actually help improve feature engagement for SaaS in 2021: #1 – Personalize your onboarding process to showcase relevant features for each user persona.

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs Product Research 98

The Product Coalition

DECEMBER 21, 2021

The final opportunity sizing definition for the Airbnb case can be written as- The curated experience of renting or booking a car through the Airbnb platform will increase customer satisfaction multifold, leading to an increase x% increase in the customer Lifetime value. Let’s collect the historical data facts first.

Product Research 179

Product Research User Testing Research Software Travel 179

Intercom, Inc.

MAY 25, 2021

We commissioned Forrester Consulting , an independent research firm, to dig deeper into these questions and explore how conversational experiences are fuelling customer retention and business growth for major companies. And this has brought the role – and impact – of customer support into relief for many organizations, too.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Userpilot

OCTOBER 19, 2021

The super-short answer is: Find the best customer retention software that helps you build user engagement and combat churn ; and. Implement as many of the customer retention strategies and tactics outlined in this 2021 Ultimate Guide as you can! Run customer satisfaction surveys and close the feedback loop.

Feedback Software 98

Feedback Software Analytic Tools User Testing Customer Experience 98

Userpilot

FEBRUARY 25, 2022

Customer retention rate refers to the percentage of users you retain over a specific period of time. Customer churn rate, the opposite of user retention rate, measures the percentage of users who left your product within a given period. User error rate. Customer retention rate. Customer churn rate.

Customer Experience 105

Customer Experience Feedback Software Onboarding KPIs Analytic Tools 105

UX Planet

JUNE 1, 2025

The Nielsen Norman Group highlights that diary studies are particularly effective for capturing longitudinal experiences not observable in a single usability test Nielsen Norman Group,2021. Diary Studies: Understanding Long-Term User Behavior and Experiences. Conversion Rate: Definition as used in UX and web analytics.

User Testing 59

User Testing Product Research Research Software Data Visualization 59

The Product Coalition

MARCH 23, 2021

McDonald’s had mounds of data and a very sophisticated profile of their ideal customers. How To Master Your Customer’s Needs Using JTBD was originally published in Product Coalition on Medium, where people are continuing the conversation by highlighting and responding to this story.

User Testing 174

User Testing Data Visualization Customer Feedback Product Research 174

Intercom, Inc.

JULY 19, 2021

And with customer expectations at an all-time high , providing this kind of seamless, scalable support is essential to retaining customers and driving business growth. Enhanced customer satisfaction (58%). Improved customer acquisition (54%). Increased business efficiency (58%). Increased ROI (54%).

Weak Development Team 129

Weak Development Team Reporting Tools Research Software Feedback Software 129

Userpilot

JULY 26, 2021

Instead of measuring the number of marketing qualified leads (MQLs), measure the happiness of your customers with metrics like: Time to first response. Daily/weekly/monthly active users. Overall customer satisfaction. Lead new users to activation as quickly as possible with an interactive and personalized user onboarding.

Analytic Tools 98

Analytic Tools Feedback Software Onboarding KPIs User Testing 98

Alchemer Mobile

DECEMBER 21, 2022

Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action. In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent.

User Testing 130

User Testing Customer Feedback Feedback Software Product Research 130

UX Planet

SEPTEMBER 16, 2024

For example: Problem : An online business quotation form has a low completion rate and customer satisfaction is low. Measurement: We’ll be confident the hypothesis is supported when user satisfaction reaches 80%. 2021 ) Lean UX: designing great products with agile teams. Sources Gothelf, J., and Seiden, J.

User Testing 98

User Testing Product Research UX Research Software 98

Userpilot

JULY 18, 2022

Analyzing customer loyalty helps you identify patterns to boost loyalty, improve customer experiences , and increase your Customer Lifetime Value. You can then highlight those aspects of your product or customer service in your sales and marketing campaigns. Improve customer experience. Customer satisfaction score.

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Experience 98

Intercom, Inc.

AUGUST 24, 2021

Maybe these slower and more awkward support methods would be worth it if the resulting customer satisfaction ratings were through the roof. But they’re not – one study found that only 61% of email users and 44% of phone users were satisfied with their support experience.

User Testing 129

User Testing User Friction Customer Experience Customer Feedback 129

Usersnap

AUGUST 20, 2021

It’s your call to action to go from lousy product experience, customer frustration, and alarming churn rates to outstanding product experience, customer delight, and retention (retention, retention). In this case, such feedback tells you everything you need to know about customer satisfaction levels and overall experience.

Feedback Software 52

Feedback Software Customer Feedback User Testing Data Visualization 52

Userpilot

JUNE 21, 2021

NPS scores are a standardized metric for measuring user satisfaction. Satisfaction is measured by asking the users how likely they would be to recommend your product/service to a friend on a 0-10 scale. The best NPS survey feedback software for 2021 includes Userpilot, Hotjar, SatisMeter, Nicereply, GetFeedback.

Feedback Software 52

Feedback Software Analytic Tools Data Visualization User Testing 52

Usersnap

SEPTEMBER 20, 2021

When customers leave feedback, it becomes easy to interrogate data and improve customer satisfaction. Plus, appropriately responding with excellent customer support translates to high customer satisfaction, which translates into repeat purchases for your business. Ongoing Testing for Customer Satisfaction.

Feedback Software 52

Feedback Software Research Software Reporting Tools User Testing 52

Userpilot

JULY 16, 2021

Are you aware of all the metrics that work for SaaS products in 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.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Feedback Data Visualization 98

Userpilot

MAY 26, 2021

Looking for customer engagement software? Today we’re walking you through the best customer engagement software solutions for SaaS in 2021 based on four main criteria: user analytics & tracking features. user segmentation. customer engagement automation. What is Customer Engagement Software?

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Data Visualization 52

The Product Coalition

OCTOBER 20, 2023

In 2021, the AI transformation in the marketing market was projected to be worth $15.84 In addition to streamlining customer requests, ensuring 24/7 customer support, and routing conversations to the appropriate team for optimal results, virtual agents contribute to an increase in customer satisfaction and loyalty.

Data Visualization 144

Data Visualization Artificial Inteligence Reporting Tools Customer Communications 144

Userpilot

APRIL 14, 2022

Customer retention rate is the percentage of loyal customers who repeatedly purchase from you. The retention rate is an important indicator of good business health and customer satisfaction. With a high CRR, you have more money to spend on customer acquisition. It indicates that your users are active and engaged.

Feedback Software 98

Feedback Software Analytic Tools User Testing Onboarding KPIs 98

Userpilot

SEPTEMBER 15, 2021

Justin Butlion's four-step framework illustrates the feature adoption funnel that outlines how users adopt a feature, and it consists of Exposed, Activated, Used, and Used Again. Product active usage metrics you can track: feature usage, stickiness, customer engagement score. Metrics to measure SaaS customer satisfaction.

Onboarding KPIs 52

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 52

Userpilot

MAY 29, 2025

This update resulted in a massive drop in engagement, and even a petition for the old design to be restored as existing users found the new layout difficult to navigate. Users will choose a mobile experience whenever possible, but they wont settle for a clunky one. Make faster in-app changes and boost user satisfaction with Userpilot.

Data Visualization 86

Data Visualization Analytic Tools Feedback Software Research Software 86