Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. What is a customer self-service portal?

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

Userpilot

AUGUST 5, 2023

Turning the NPS passives into promoters can improve user sentiment , retention rate, and customer loyalty. In this article, we’ll explore effective strategies to convert NPS passives into enthusiastic promoters who’ll advocate your product or service. What is Net Promoter Score (NPS)? How to identify NPS passives?

Data Visualization 95

Data Visualization Feedback Software Product Research Analytic Tools 95

Userpilot

JANUARY 11, 2024

Offer multichannel support to improve customer experience Creating a multichannel support system helps ensure a seamless and consistent customer journey across a variety of channels and devices. It ensures your availability at all times to resolve customer issues. Improve the customer experience through multichannel support.

Onboarding KPIs 102

Onboarding KPIs Customer Experience Feedback Software User Testing 102

Userpilot

APRIL 11, 2023

If customers are the lifeblood of any business, then customer retention is the glue that holds it all together. However, the average customer retention rate by industry varies wildly. CRR is often influenced by multiple factors, from customer service to customer experience and anything that impacts customer satisfaction.

Feedback Software 97

Feedback Software Analytic Tools Data Visualization User Testing 97

Userpilot

OCTOBER 20, 2022

In this article, we’ll discuss 10 strategies you can use to improve your Net Promoter Score and thus increase customer satisfaction and loyalty. The Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty. It helps you track customer satisfaction and loyalty. Here’s why.

Feedback Software 97

Feedback Software Analytic Tools Research Software User Testing 97

Userpilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. That’s one question we discuss in the article. TL;DR Customer retention is the ability to keep your customers actively using their products. Secondary onboarding introducing advanced features unlocks additional customer value.

Onboarding KPIs 91

Onboarding KPIs Customer Experience Feedback Software Analytic Tools 91

Userpilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement.

Analytic Tools 80

Analytic Tools Feedback Software Research Software Customer Experience 80

Userpilot

SEPTEMBER 19, 2023

Self-serve resources include chatbots, knowledge bases, FAQs, in-app guides, walkthroughs, video tutorials, etc. Self Service Support empowers users to find solutions to their problems without contacting customer service, saving both time and resources. Usetiful : Best to build knowledge bases.

Customer Experience 52

Customer Experience Customer Satisfaction Education Branding 52

Intercom, Inc.

DECEMBER 2, 2019

In a similar vein, 70% of end users say they feel more loyal to companies that provide support in their native language; there’s also massive upside to doing so if you consider another survey which found that 67% of customers are willing to switch brands due to a poor customer experience. So where should you begin?

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Userpilot

APRIL 29, 2024

Mastering SaaS renewals’ best practices can transform a routine administrative task into a strategic opportunity to drive customer success and propel your business toward sustainable growth. TL;DR The SaaS renewal process involves a series of actions on/before the renewal date that lead to a customer’s renewal.

Feedback Software 87

Feedback Software Onboarding KPIs Data Visualization Customer Feedback 87

Userpilot

MAY 2, 2024

Poor customer retention drains your resources, reduces revenue, brings operational instability, and harms your reputation. In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance. Acquiring new customers costs 5-25 times more than retaining them.

Data Visualization 95

Data Visualization User Testing Customer Feedback Analytic Tools 95

Userpilot

JANUARY 14, 2023

As customer expectations continue to soar, a solid customer education program helps you stand out from the competition. This article examines what customer education is and why it’s important. It also highlights successful customer education programs to guide your customer education strategy.

Customer Experience 98

Customer Experience Feedback Software Education Customer Feedback 98

Userpilot

MARCH 29, 2023

This article covers: What NPS is about Why you should collect it to power your eCommerce growth How to use and analyze the data to get more customers Factors affecting your NPS and what to do about it TL;DR NPS eCommerce measures customer loyalty and directly indicates their willingness to buy from your online store again.

Product Research 75

Product Research Customer Feedback Customer Experience Onboarding KPIs 75

Userpilot

OCTOBER 21, 2022

Looking for customer relationship management examples to inspire your brand? This article shows you eight examples and lessons to learn from each. Toward the end of the article, we highlighted the types of CRM systems and different CRM tools that might be helpful to you. Improved customer experience (CX).

Analytic Tools 95

Analytic Tools Feedback Software Data Visualization Reporting Tools 95

Intercom, Inc.

NOVEMBER 30, 2021

Adopting the right strategy will help you scale your personalized support without scaling your costs, which will have the knock-on effect of increasing your customer satisfaction (CSAT) and customer retention. An integrated knowledge base and chatbots so you can empower your customers to self-serve and get instant answers.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

MARCH 27, 2023

What about after a customer has churned? In this article, we’ll dive into the different types of NPS surveys, the best timing for each, and provide examples to help you receive healthy response rates. Customizing NPS survey designs to match the brand design and blend well with the product’s UI.

Product Research 94

Product Research Feedback Software Customer Experience Data Visualization 94

Userpilot

JULY 21, 2022

Many brands have great products but what makes you stand out from the competition is customer experience (CX). However, as your business grows, it becomes more difficult to deliver top-notch customer service , which means you are at risk of customer churn. But this is where customer experience automation (CXA) comes in.

Feedback Software 92

Feedback Software Reporting Tools Customer Experience Data Visualization 92

Userpilot

OCTOBER 30, 2022

Curious about customer experience improvement and how to get started for your brand? In this article, you’ll discover: Why the customer experience is key to customer retention and driving business growth, especially for SaaS companies. The 3 main components of customer experience. Look no further.

Feedback Software 88

Feedback Software Research Software Customer Experience User Testing 88

Userpilot

JUNE 29, 2023

Being able to solve problems on their own also saves customer time and frustration: your end user doesn’t need to sit in a support queue, and the workload is instantly slashed for your support team. Since there are fewer support tickets, you can save up on customer support costs as well. Knowledge base.

Document 91

Document Analytic Tools Feedback Software User Testing 91

Userpilot

JANUARY 14, 2022

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. Users are more likely to become long-term, loyal customers and brand advocates with more positive interactions. What is user engagement analytics?

Analytic Tools 96

Analytic Tools Data Visualization Feedback Software Customer Feedback 96

Userpilot

NOVEMBER 20, 2022

This usually comes in different forms of adapted content, like recommendations based on previous searches, in-app guidance based on user behavior, responses to social media comments, etc. In this article, we’ll discuss how to deliver personalized, timely, and connected real-time interactions that bring value to the customer.

Customer Experience 98

Customer Experience Feedback Software Analytic Tools User Testing 98

Userpilot

NOVEMBER 2, 2022

Because it’s the key to a better pricing strategy, competitive advantage, and customer experience. In this article, we cover: How to define product value and a value-added product. TLDR; Product value describes how much your product helps customers achieve a goal or fix an issue. Invest in customer education.

Feedback Software 94

Feedback Software Research Software User Testing Product Research 94

Userpilot

JULY 11, 2022

The reputation of your company depends on the quality of service you provide to your customers. It doesn’t matter how great your product is, if your customer support is bad, your customers will leave! Good customer service can help you improve customer retention , drive brand loyalty and increase sales.

Reporting Tools 98

Reporting Tools Feedback Software Customer Experience User Testing 98

Userpilot

FEBRUARY 3, 2023

The customer onboarding lifecycle is the ongoing process of educating users on your product and helping them achieve success with it. In SaaS, onboarding is the key to not only converting free users into paid customers but also driving long-term loyalty. Why should you care about the customer onboarding lifecycle?

Onboarding KPIs 98

Onboarding KPIs Customer Experience User Testing Customer Feedback 98

Userpilot

AUGUST 18, 2022

Customer advocacy is a powerful force for driving business growth without breaking the bank. There is nothing more important to a brand than making its customers happy. But what exactly is customer advocacy and how can you use it to your benefit? Segment users based on their jobs to be done to give engagement a boost.

User Testing 97

User Testing Customer Experience Customer Feedback Feedback Software 97

Userpilot

AUGUST 28, 2022

What is customer value and how you can use it to improve the actual value you deliver to your customers and establish brand loyalty? So let’s see what you can do to increase your customer value and retain loyal customers. Here are some tips to help you increase your customer value.

Feedback Software 105

Feedback Software Customer Feedback Customer Experience User Testing 105

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 96

Feedback Software Analytic Tools Customer Experience User Testing 96

Userpilot

MARCH 17, 2023

These insights can inform your product development and keep a pulse on any changes in your customer’s needs and wants. In this article, we’ll learn more about customer needs, conducting customer needs analysis, and how to gain insights from it with a tool. Why is it important to understand customer needs?

Data Visualization 97

Data Visualization Customer Feedback User Friction User Testing 97

Userpilot

JANUARY 23, 2023

Real-time personalization helps you meet customer expectations while increasing product growth across the entire user journey. In this article, we cover: What real-time personalization is and why it’s beneficial for SaaS. Use data to personalize the knowledge base content for users.

Customer Experience 97

Customer Experience Analytic Tools Feedback Software Data Visualization 97

Userpilot

NOVEMBER 1, 2022

Personalized customer service is a secret ingredient for improving customer engagement , retention, and loyalty. In this article, we’ll cover: What personalized customer service is and why it’s beneficial in SaaS. 7+ customer service personalization strategies. It benefits both you and your customers.

Data Visualization 97

Data Visualization Feedback Software Analytic Tools Research Software 97

Userpilot

JULY 25, 2022

Companies that are proactive about customer loyalty will eventually build a pool of die-hard fans. These customers will be committed to the brand and not easily swayed by availability, price, or any juicy offer from competitors. This article is for you if you’re interested in being that kind of company.

Analytic Tools 96

Analytic Tools Feedback Software User Testing Customer Feedback 96

Userpilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Customer Feedback 98

Customer Feedback Feedback Software Customer Experience User Testing 98

Userpilot

FEBRUARY 4, 2023

After all, how can you expect to keep existing customers if you’re not able to meet (or exceed) customer expectations? In this article, we’re going to show you how optimizing the customer experience can create a more personal connection that leads to repeat customers!

User Testing 88

User Testing Customer Experience Customer Feedback Feedback Software 88

Userpilot

DECEMBER 19, 2022

However, getting the attention of your target customers with B2B marketing strategies is a lot harder. This article will teach you the difference between B2C and B2B marketing, go over a few B2B examples, and walk through 15 proven strategies that can take your product marketing to the next level! Find your brand positioning.

B2B 103

B2B User Testing Research Software Analytic Tools 103

Userpilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. This article shows you various ways to calculate churn, make sense of the data, and create proactive solutions to retain more customers. The average revenue per user. Customer loyalty. Overall customer satisfaction.

User Testing 91

User Testing Feedback Software Data Visualization Customer Feedback 91

Intercom, Inc.

OCTOBER 13, 2022

Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive. The last year hasn’t been easy. Thank you for joining us today.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Userpilot

MARCH 29, 2024

This article reveals the major causes of funnel leaks at each customer journey stage and how to fix them. Use social proof to build brand authority. Ineffective marketing : From wrong messaging to low brand awareness, ineffective marketing affects your conversion funnel in many ways.

Data Visualization 101

Data Visualization User Testing Analytic Tools Feedback Software 101