Intercom, Inc.

JUNE 19, 2018

You see the character of a company when things go wrong,” Tristan recalls. The difference between the customer experience with Monzo and the traditional card issuers was night and day.”. Yes, that’s a lot of money, but what happens to all of the customers that these businesses “annoy” along the way? Consumer expectations.

Reporting Tools 216

Reporting Tools Research Software User Testing Customer Experience 216

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. versus $0.63

Data Visualization 52

Data Visualization Analytic Tools Reporting Tools Feedback Software 52

Userpilot

JANUARY 26, 2022

In this post, we’ll discuss the most important SaaS metrics to analyze and some of the best SaaS analytics tools you can use to drive product growth. SaaS analytics is the process through which SaaS businesses collect and analyze data about customer engagement across all touchpoints in the user journey.

Analytic Tools 98

Analytic Tools Data Visualization Feedback Software Onboarding KPIs 98

Alchemer Mobile

DECEMBER 21, 2022

Obviously, in order to start segmenting on demographic data, you’ll need a system and CRM to collect this information. This takes some basic research but tools like Statista can help you quickly gather high-level data. When you monitor sentiment, you try to measure the tone, context, and feeling from customer actions.

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User Testing Customer Feedback Feedback Software Product Research 263

Userpilot

OCTOBER 4, 2022

In this article, we handpicked retention examples from some of the most successful SaaS companies in the world. You’ll also learn how to use customer retention software to maximize your retention game. Grammarly collects customer data by allowing them to select their writing goals. Why is customer retention so important?

Feedback Software 98

Feedback Software Customer Experience Customer Feedback Data Visualization 98

Userpilot

DECEMBER 6, 2022

You need to measure customer experience to understand user interactions, build strong customer relationships, and remove friction points. Here are some actionable strategies that can help you improve customer experience: Track customer interactions and segment them based on shared characteristics. Retention rate.

Customer Experience 98

Customer Experience User Testing Customer Feedback Data Visualization 98

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game.

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Data Visualization Analytic Tools Customer Experience Research Software 59

Userpilot

SEPTEMBER 15, 2022

Did you know that customer intelligence (CI) data helps product managers dive deep into the customer journey and truly understand customers ? SaaS companies use CI data to design personalized customer experiences and better customer communications, increasing customer loyalty, retention, and lifetime value.

Feedback Software 98

Feedback Software Research Software Analytic Tools Data Visualization 98

Alchemer Mobile

DECEMBER 21, 2022

Demographic factors Obviously, in order to start segmenting on demographic data, you’ll need a system and CRM to collect this information. This takes some basic research but tools like Statista can help you quickly gather high-level data. However, surveys can also help understand why customers are happy or make repeat purchases.

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User Testing Customer Feedback Feedback Software Product Research 130

Intercom, Inc.

OCTOBER 13, 2022

We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. The last year hasn’t been easy. First, though, a few quick housekeeping items.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Intercom, Inc.

MAY 19, 2022

For the last couple of years, the pandemic has forced organizations to adapt and make changes in how they grow, provide support, and retain customers around the world. With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics.

Reporting Tools 104

Reporting Tools Data Visualization Feedback Software Customer Feedback 104

Userpilot

JUNE 2, 2022

B2B SaaS stands for businesses that provide cloud-based software solutions to other businesses. Tooltips help users reach the activation point by providing short guides to features and increasing the feature adoption rate. Userpilot , Mixpanel, and Chartmogul are the top 3 analytics tools. What is B2B SaaS? Adoption rate.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 52

Intercom, Inc.

APRIL 13, 2022

But there’s a silver lining – this year’s Klaus Customer Service Quality Benchmark Report reveals there are clear positive shifts taking place in the customer support landscape in 2022. The data is revealing: businesses are investing more in measuring the impact of their customer service.

Data Visualization 118

Data Visualization Reporting Tools Customer Communications Customer Experience 118

Userpilot

DECEMBER 6, 2021

Is your customer success platform up to scratch for 2022? SaaS is evolving and users today expect more value, more quickly, with less effort than ever before. If your customer engagement levels are not where they need to be, maybe it’s time to look at the customer success software you’re using again?

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

Userpilot

MARCH 23, 2022

Net Promoter Score (NPS) is a customer satisfaction metric measured on a 10-point scale. It’s obtained by asking customers how likely they are to recommend your product to others. They’re satisfied with your tool and most likely to recommend you. The 2022 NPS benchmark for SaaS is 41.

Product Research 98

Product Research Feedback Software Analytic Tools Research Software 98

Userpilot

SEPTEMBER 2, 2022

When it comes to choosing a customer education platform, there are so many options to pick from. Self-service , intuitive design, and customization used to be key requirements but today most tools have these, so it’s easy to get lost in the ocean of options. What is customer education?

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Education 98

Mixpanel

NOVEMBER 8, 2022

In October 2022, Crunchbase reported that funding rounds for private companies have dropped 53% year-over-year. Whether you have 10 users or 10 million, you should always be connecting with customers to collect qualitative data. ” Zach Berger, Technology Investor at Bain Capital. Do they need it?”.

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Data Visualization Startups Analytic Tools Technical Review 88

Userpilot

AUGUST 18, 2022

Users don’t want to wait for ages for customer service agents to respond. Deliver proactive support and self-service options for the best customer experience. Keep an eye on immersive CX technologies, like VR and AR. E-commerce businesses already use these tools to improve engagement.

Feedback Software 98

Feedback Software Data Visualization Embedded Analytics User Testing 98

Userpilot

FEBRUARY 26, 2024

Looking for an effective proactive customer service tool and wondering if UserIQ is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether UserIQ is the ideal choice for your proactive customer service needs. Let’s get started!

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Data Visualization Reporting Tools Analytic Tools Feedback Software 52

Userpilot

NOVEMBER 6, 2023

How Userpilot helps companies like yours to drive growth. TL;DR Customer growth is the expansion of a company’s customer base over time. Userpilot can help measure customer growth and boost retention by tracking user behavior and creating proactive solutions to remove friction, reduce churn, and prompt feature discovery.

Onboarding KPIs 103

Onboarding KPIs User Testing Feedback Software Analytic Tools 103

Userpilot

JULY 22, 2022

What UX trends are shaping the SaaS industry in 2022? With the rapid growth of technology, each year brings with it new trends. Let’s go over the ones for 2022 and how they will influence your product. A UX design trend occurs as a result of a change in user behavior or the adoption of new technologies.

Feedback Software 116

Feedback Software UX User Testing Embedded Analytics 116

Gainsight

OCTOBER 7, 2019

Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. As a company, Gainsight’s success has been firmly pegged to the success of the customer success movement. Companies are investing more in customer success.

Research Software 13

Research Software Reporting Tools User Testing Customer Experience 13

Userpilot

JANUARY 10, 2022

Customer Success is a core growth driver for any SaaS business. In 2022, when the SaaS market is crowded with tons of similar products, the best ones are those who delight their customers regularly. Are still wondering how to keep your customers and make them love your product? Why is customer success important for SaaS?

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

Userpilot

OCTOBER 15, 2022

Customer feedback collection is the lifeblood of any successful SaaS company. Understanding how users feel about your brand , finding areas for improvement, and implementing the necessary changes to meet customer expectations are what give you a competitive advantage. Want to collect customer feedback code-free?

Feedback Software 98

Feedback Software User Testing Customer Feedback Research Software 98

Userpilot

NOVEMBER 24, 2023

We also explore an alternative tool that might interest you. TL;DR UserIQ is a digital adoption platform used by SaaS companies in a number of ways, primarily for product adoption, product analytics, and user feedback. While UserIQ is a promising solution, there are better alternative tools in the market.

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Data Visualization Analytic Tools Feedback Software Reporting Tools 52

Userpilot

FEBRUARY 21, 2023

Which tool for no-code growth is worth your time and money; Appcues or Spekit? Or is there another in-app onboarding software that is superior than the two? Choosing a tool can sometimes feel like a gamble and the plethora of no-code tools available today just adds to the confusion. Another no-code solution is Spekit.

Analytic Tools 52

Analytic Tools Feedback Software Research Software Software Review 52

Userpilot

MAY 8, 2023

Selecting the optimal product adoption platform for your SaaS can be a challenging task. TL;DR Appcues is another no-code user onboarding platform that helps non-technical teams track and analyze product usage. Userpilot is a comprehensive digital adoption platform (DAP). Appcues for user onboarding.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Reporting Tools 52

Userpilot

OCTOBER 15, 2022

How to track customer experience metrics. 15 B2B customer experience best practices that drive business growth. B2B customer experience is all of the interactions that a customer has when interacting with a business-to-business (B2B) company. Difference between B2C and B2B customer experience.

Customer Experience 98

Customer Experience B2B User Testing Customer Feedback 98

Userpilot

MARCH 15, 2023

Is Pendo or Spekit the best tool for interactive user guides? And is there a better in-app onboarding software that would better fit your needs? You need to consider your priorities and what functionality you’ll need from the tool to get the job done. Looking for the best tool for interactive user guides?

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization User Testing 52

Userpilot

MAY 4, 2023

Unlike review sites that provide limited information, we’ve conducted a comprehensive analysis of each tool’s use cases, features, pricing, pros, and cons. Our evaluation will focus on how each tool can effectively assist you in onboarding users , boosting product adoption, and gathering sentiment feedback.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Reporting Tools 52

Userpilot

FEBRUARY 1, 2022

Use feedback collected using microsurveys and direct interactions with the customers to gather further insights into customer experiences and what else customers expect from the product. So user interactions with the customer service teams would be equally important. Amazon provides great customer service.

Customer Experience 98

Customer Experience Data Visualization Analytic Tools Feedback Software 98

Userpilot

FEBRUARY 9, 2023

Both sales-led and marketing-led growth models focus on customer acquisition, but less so on their retention. This is how they’re different from PLG which focuses on ensuring constant customer satisfaction to maximize their lifetime value. Each company needs a mix of product, sales, and marketing to drive growth.

Onboarding KPIs 98

Onboarding KPIs Embedded Analytics Data Visualization Analytic Tools 98

Gainsight

SEPTEMBER 14, 2022

SaaS businesses everywhere are recognizing the power of Community and launching plans to implement a community strategy as part of their customer-facing operations. And luckily, the narrative at Pulse 2022 was no exception! We’ve curated major highlights from Pulse 2022’s Community sessions below.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Reporting Tools 52

Userpilot

MARCH 15, 2023

Which tool is better – Pendo or Whatfix – for interactive user guides? And is there a better in-app onboarding software that would better fit your needs? You need to consider your priorities and what functionality you’ll need from the tool to get the job done. Let’s dive in!

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization User Testing 52

Userpilot

JUNE 21, 2022

Successful onboarding results in high customer retention rates, customer health score, NPS score , and customer lifetime value. 63% of customers think onboarding is key to deciding to subscribe to a product. 74% of potential customers will switch to other solutions if the onboarding process is complicated.

Onboarding KPIs 52

Onboarding KPIs Feedback Software Analytic Tools Data Visualization 52

Intercom, Inc.

JANUARY 26, 2022

In a modern world where customers are perennially busy, the most personal thing you can do is respect their time. Setting up automation to handle the transactional side of things really respects your customers’ time. Company type. Customer tenure. When automated support isn’t the right solution. Products in use.

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Customer Experience Weak Development Team Reporting Tools Data Visualization 209

Userpilot

NOVEMBER 17, 2022

Looking for a good user onboarding tool and wondering if Spekit is the best option for your SaaS company? The crux of the issue is – to make the right choice, you need to account for your priorities: your different jobs to be done, your budget, and the size of the company. Spekit for user onboarding.

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Analytic Tools Feedback Software Research Software Data Visualization 52