Intercom, Inc.

NOVEMBER 30, 2021

But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Juggling outdated, disjointed tools is a recipe for team burnout, customer dissatisfaction, and ultimately, churn. Strategy first, technology second. Customer support is more business-critical than ever.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

SEPTEMBER 22, 2021

Why do you track online engagement for your SaaS app? To do that, you need the best engagement tools. In this article, we discuss what engagement tools are and why you need them for your SaaS. In addition to that, we will analyze some of the best engagement platforms available. What are engagement tools?

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Reporting Tools 98

Userpilot

NOVEMBER 1, 2022

In this article, we’ll cover: What personalized customer service is and why it’s beneficial in SaaS. Real-life examples of personalized customer service from fast-growing SaaS companies. Some prefer getting help by turning to a self-serve knowledge base, whereas others want to talk to your team directly.

Data Visualization 98

Data Visualization Feedback Software Analytic Tools Research Software 98

Userpilot

JULY 21, 2022

An excellent support service can reduce friction, increase activation, boost retention , and expand positive word-of-mouth. Constant improvement based on feedback. You can use Userpilot to: Build a customized support hub inside your app. For example, positive reviews on platforms like Capterra and G2: Userpilot G2 review.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

Userpilot

APRIL 11, 2023

SaaS companies generally enjoy a high retention rate, with an average CRR of about 90%. Creating a robust knowledge base to provide 24/7 support that exceeds customer expectations. Userpilot provides features and tools that help companies focus on creating the right environment for customer success.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization User Testing 98

Userpilot

DECEMBER 3, 2022

What role does customer lifecycle management play in SaaS? The customer lifecycle in SaaS consists of 5 stages: reach, acquisition, conversion , retention, and loyalty. Invite customer reviews, encourage referrals, and create loyalty programs at the loyalty stage. If you wonder about these questions, we’ve got you.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

Userpilot

OCTOBER 20, 2023

You can collect feedback for analysis through in-app surveys, online reviews, social media mentions, and customer interviews. Streamlined onboarding, lower user friction, and targeted marketing are just a few examples of sentiment analysis being applied to improve a SaaS customer journey. Get your free Userpilot demo today!

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Customer Satisfaction 52

Userpilot

JULY 24, 2023

The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it! Zendesk communicates with external apps via API, so creating integrations is easy. How many apps does Zendesk have?

Embedded Analytics 97

Embedded Analytics Data Visualization Analytic Tools Feedback Software 97

Userpilot

JANUARY 14, 2022

Are you using user engagement analytics to measure the success of your SaaS product? User engagement is how users interact with your product, website, or app. Tracking it tells you what product features are popular, how much time users spend in your website or app, where they click, and the overall level of user interaction.

Analytic Tools 98

Analytic Tools Data Visualization Feedback Software Customer Feedback 98

Userpilot

OCTOBER 20, 2022

The Net Promoter Score (NPS) is one of the most critical SaaS metrics as it measures user sentiment over time. NPS is crucial for SaaS businesses because it helps you track user sentiment , find areas of improvement and optimize the user journey. The average NPS is 31 for SaaS businesses. Why is NPS crucial for SaaS companies?

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 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. In this article, we’ll show you how to build an effective customer success strategy that drives SaaS growth. Offer self-service support via in-app resource centers.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Userpilot

JANUARY 21, 2021

The best product walkthrough tools are the ones that keep evolving and improving year after year. Technology and best practice are always moving on, so don’t waste your time checking out last year’s guides. Check out our selection right now: How do I pick the best product walkthrough tools? They’ll be out of date!

Analytic Tools 97

Analytic Tools Feedback Software Reporting Tools Data Visualization 97

Userpilot

SEPTEMBER 12, 2022

It may be reading articles on your blog, engaging with ads, leaving reviews, contacting the support team, and so on. Acquisition stage: Engaging with your digital ads, reading reviews on product listing platforms, and booking a demo or signing up for a trial. You can use these tools to track customer touchpoints in the app.

Analytic Tools 98

Analytic Tools Feedback Software User Testing Customer Experience 98

Userpilot

AUGUST 23, 2021

Even if you’ve got a pretty good handle on user sentiment with your product, harnessing it to transform negativity into positivity can be challenging. Detractors ( NPS 6 or lower) are customers who are unlikely to recommend your product to others due to low satisfaction with it. Also, in-app surveys (eg. So let’s jump right in!

Feedback Software 98

Feedback Software Analytic Tools Data Visualization User Testing 98

Intercom, Inc.

DECEMBER 10, 2018

So in-app marketing is especially key to engaging and retaining the users you’ve worked so hard to acquire. This guide is for marketers interested in learning more about the tools of the trade and the various types of in-app marketing – and the ways to use them. What is in-app marketing, anyway?

Feedback Software 137

Feedback Software Analytic Tools User Testing Marketing 137

Userpilot

JUNE 30, 2023

TL;DR A resource center is a dedicated place created in your app that provides users access to a centralized repository of useful information and resources. Finally, analytics can help you understand how your resource center is performing, which of the content you’ve published is working, and what needs to change.

Analytic Tools 98

Analytic Tools Embedded Analytics Data Visualization User Testing 98

Userpilot

JANUARY 3, 2023

Users are having a hard time finding the value of your product because it lacks in-app guidance. Any positive result is already a good NPS. If you want to be competitive, consider that the average net promoter score in SaaS is 41. They refer others to your company and drive positive word-of-mouth. Promoters (9-10).

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Research Software 98

Userpilot

NOVEMBER 9, 2023

Besides metrics, there are other qualitative methods to get insights about the levels of customer satisfaction, including: Triggering in-app surveys across multiple touchpoints in the customer journey, which allows you to measure user satisfaction for specific experiences. It’s used for measuring customer loyalty. Customer effort score.

Customer Satisfaction 105

Customer Satisfaction User Testing Customer Feedback Feedback Software 105

Userpilot

JULY 14, 2021

Written by content writers who have never used any of those tools, and frankly – have no clue what they are talking about. Because we’re just a different kind of onboarding tool! ?????. There are no one-size-fits-all tools – don’t trust the reviews! Choose Pendo if you need mobile app onboarding.

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Onboarding KPIs 105

Userpilot

AUGUST 11, 2022

So whether you’re hiring for a customer success (CS) position or applying for a role in this department, this guide will give you clarity on what CS managers do and how to make the most out of your time. Creating a minimum-viable onboarding process with in-app guidance. Which involves: Managing churn and increasing customer retention.

Feedback Software 98

Feedback Software Research Software Analytic Tools User Testing 98

Userpilot

NOVEMBER 30, 2021

Are you on the hunt for the perfect digital adoption platform (DAP)? While it’s a relatively new term to enter the SaaS lexicon, there are already a number of choices on the market. It’s easy to use and doesn’t require coding skills. Userlane is also a DAP tool, unique due to its employee onboarding functionality.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Reporting Tools 52

Userpilot

MARCH 29, 2024

Reasons for funnel leaks at the bottom: Insufficient in-app guidance. Repair tips for top-of-the-funnel leaks: Identify your best marketing channels with web analytics tools. Improve in-app flows with A/B testing. Implement app usage analysis and convert new users to repeat buyers. Features with usability issues.

Data Visualization 105

Data Visualization User Testing Analytic Tools Feedback Software 105

Userpilot

JULY 26, 2021

Have you, like me, ever wondered how it’s possible to try so many SaaS products for free? In this ultimate guide for product growth, we’ll walk you through everything you need to know about product-led growth and how to implement it for your SaaS. The term was originally coined in the 2010s for self-serve SaaS businesses.

Analytic Tools 98

Analytic Tools Feedback Software Onboarding KPIs User Testing 98

Userpilot

NOVEMBER 19, 2022

The 10 key customer service KPIs are Customer Satisfaction Score, Customer Effort Score, First Response Time, First Contact Resolution Time, Net Promoter Score , the volume of support tickets, number of Resolved Tickets, tickets volume per channel, cost per conversation, and knowledge base views. Knowledge base views.

Onboarding KPIs 98

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 98

Userpilot

APRIL 23, 2021

Without exception, all the SaaS businesses I’ve ever spoken with want to keep their churn rate down. That’s because retention and activation , not acquisition, are the main drivers of profitability in the SaaS world. Provide a help center in-app 3. Provide a help center in-app. How to calculate churn rate 1.

Feedback Software 52

Feedback Software Analytic Tools Data Visualization Onboarding KPIs 52

Alchemer Mobile

NOVEMBER 10, 2022

I’m going to take a wild guess and assume that you already understand the importance of mobile in-app feedback tools. You also might be reading this post thinking: “Who’s adding new tools to their tech stack right now?” Do you have the right tools to capture that voice? Mobile in-app feedback tools & solutions.

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Feedback Software Analytic Tools Reporting Tools Data Visualization 256

Userpilot

OCTOBER 16, 2022

For customer-centric SaaS companies, customer intimacy is indispensable to driving product growth. Customer intimacy is based on building an intimate relationship with the customers, so only you can offer a solution for their unique needs. Measure how your customers behave inside your app to improve the customer experience.

User Testing 98

User Testing Feedback Software Research Software Analytic Tools 98

Userpilot

SEPTEMBER 25, 2023

And how can your SaaS business use them to facilitate product growth ? It’s a popular strategy in the enterprise software space. As they do so, use product usage analytics to track their performance and optimize processes. It’s an approach that is often preferred when selling software to larger enterprises.

Analytic Tools 105

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 105

Userpilot

FEBRUARY 13, 2020

Product experience is fast becoming one of the most important things to consider when it comes to growing your SaaS company. We’ll also share real-world examples from leading SaaS products along the way, so you can learn from the best. User experience is one of the hottest buzzwords in the SaaS community. Product-Led Growth.

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Feedback Software Analytic Tools Research Software Customer Experience 128

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. There’s no doubt that customer success (CS) has become existential to SaaS.

Data Visualization 59

Data Visualization Analytic Tools Customer Experience Research Software 59

Userpilot

APRIL 19, 2022

What is the PES score, and how is it relevant to the success of your SaaS business? As a SaaS business model is usually subscription-based, customer retention is crucial to its success. Furthermore, it may assist you with making certain decisions at the board level about future investments in your SaaS business.

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs User Testing 98

Userpilot

MARCH 10, 2022

Since SaaS businesses are subscription-based models, most of the revenue comes from repeat purchases, i.e., user retention. Secondary onboarding with personalized in-app messages helps drive feature adoption at different stages of the user journey. What is user retention in SaaS? Why is user retention important?

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Feedback 98

Userpilot

FEBRUARY 4, 2023

How to wow a customer in SaaS There are 10 tried-and-tested ways to wow your customers and increase customer satisfaction. You should also strive to offer support on holidays and after business hours so customers have a positive experience regardless of what day it is. Userpilot’s self-service knowledge base.

User Testing 97

User Testing Customer Experience Customer Feedback Feedback Software 97

Userpilot

JANUARY 19, 2021

As Steve Jobs once said: “ You have to start with customer experience and work your way back toward the technology, not the other way around. ”. What he really should have said was, “You have to start with measuring customer engagement and then work your way back toward the technology.”. But how do you measure it?

Analytic Tools 98

Analytic Tools Feedback Software Research Software Customer Experience 98

Userpilot

APRIL 21, 2024

Are you using in-app customer support to resolve your users’ issues faster and streamline the support process? By integrating customer support directly into your software app or website, you can: Boost user retention. Allow video tutorials to run in-app instead of sending users to third-party platforms.

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Embedded Analytics 98

Intercom, Inc.

JULY 26, 2022

Recent research from Harvard Business Review Analytic Services reveals that 88% of survey respondents believe that customer engagement has a significant impact on their organization’s bottom line. When it comes to efficiency, switching between tools is the silent killer. And the key to business resilience in 2022?

Data Visualization 118

Data Visualization Research Software Analytic Tools Reporting Tools 118

Userpilot

NOVEMBER 22, 2023

Most SaaS companies understand the value of user feedback , but few actually have a system in place to collect feedback and customer data. Other businesses spend a small fortune on focus groups only to end up with zero actionable feedback and insufficient analytics to make data-driven decisions.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Research Software 105