The Product Guy

JANUARY 7, 2025

The project, intended to improve customer satisfaction and reduce operational costs, was plagued by missed deadlines and escalating budgets. This article is the first in a four-part series exploring how the product mindset can transform not just products, but create meaningful change in 2025. Want to get ahead?

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Feedback Software User Testing Weak Development Team Customer Experience 150

The Product Guy

JUNE 18, 2020

Customer Satisfaction. Do customers feel like they are being heard? Would like to get your thoughts around that in the article. but its up to you, i’m not sure if its something you need to cover in this article but it might provide a more complete picture. FBLs help keep you close to your customer.

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Product Research Feedback Loop Feedback Software User Testing 412

Userpilot

FEBRUARY 4, 2025

Choosing the wrong KPIs can be more damaging than you think – it drains your teams resources, shifts focus away from real problems, and ultimately, disrupts the customer experience. In this article, Ill cover 10 crucial user metrics every product manager should track to turn data into decisions that increase product adoption.

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Onboarding KPIs Data Visualization Customer Feedback Customer Experience 59

Userpilot

OCTOBER 20, 2024

This is every product manager’s nightmare – an onboarding failure that cripples customer retention. In this article, we explore the art and science of onboarding automation , and how it can turn that initial spark of interest into a roaring flame of engagement. What is customer onboarding? .”

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Onboarding KPIs User Testing Feedback Software Customer Experience 105

Userpilot

DECEMBER 18, 2024

Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. Basically, anything that ruins the user experience. This article will help reduce such churn by refining your product management and UX analysis approach.

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Data Visualization Analytic Tools Research Software User Testing 105

Roman Pichler

SEPTEMBER 13, 2022

Listen to the audio version of this article: [link] Download file | Play in new window | Duration: 10:10 | Recorded on September 13, 2022. There is no point in worrying about the product details and writing user stories if a sound product strategy is missing.

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Product Strategy Strategy Vision Product Research 349

Roman Pichler

DECEMBER 4, 2023

Listen to the audio version of this article: [link] What is Product Discovery? 1] It involves understanding and selecting user needs, exploring solutions, and choosing the most appropriate one. Suppose you find yourself faced with a problem like declining engagement, poor retention, or low customer satisfaction.

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Intercom, Inc.

JULY 28, 2021

This huge increase in time saved enabled the team to manage the high number of support queries they were receiving across their global markets, maintain fast response times, and provide customers with quicker resolutions – all without increasing the team’s headcount. “We Boosting customer satisfaction through efficient, personalized support.

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Reporting Tools Research Software Inbound Customer Experience 239

UX Planet

DECEMBER 25, 2024

Interaction Design Foundation The cost of poorUX Poor UX doesnt only affect users in the short term. UX debt is the hidden cost that builds up when UX issues are ignored, leading to poor customer satisfaction, higher development costs, and eventually a loss insales. Check out my other articles ondesign. Enjoyed this?

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UX Customer Experience Feedback Software User Testing 105

Userpilot

MARCH 30, 2025

churn within 30 days, and in-app purchase conversion rates are often below 5% for the small number of users who remain. The key is to understand your users and continuously optimize your mobile app for exceptional value. This article will cover 14 metrics to help you achieve just that. Most apps experience 89.3%-98.7%

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Product Management University

NOVEMBER 3, 2020

Anything from your previous backlog that didn’t make the A-list here may still be important as far as customer satisfaction or usability. It’s just a matter of working them in relative to customer retention priorities that have a bigger impact on and wallet share growth. Related Articles.

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Alchemer Mobile

MARCH 8, 2022

Capture: Make sure you have a tool like Apptentive in place to capture all of this customer feedback data in the first place. Pro tip: Read this article to better understand how to use specific tools like surveys to drive customer engagement.). Otherwise, it’s just guesswork.

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Customer Feedback User Testing Customer Experience Data Visualization 279

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. No support team should ever be an island.

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Data Visualization User Friction Onboarding KPIs Outbound 201

Product Talk

DECEMBER 21, 2022

Hope Gurion: Another challenge that impacts teams when they have outcomes that are challenging to work on is when they’re just focusing on a sentiment metric like customer satisfaction or NPS—which is even worse, because it’s a lagging customer sentiment metric. Tweet This.

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Product Research User Testing Customer Satisfaction Customer Experience 302

Product Talk

OCTOBER 6, 2021

In this article, I’ll revisit each of those scenarios and provide an alternative point of view. They were tasked with driving customer retention (their business outcome ) by increasing customer satisfaction (their product outcome ). I couldn’t agree more. There is no single right way to do this.

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User Friction Customer Experience Customer Feedback Software Review 290

Intercom, Inc.

FEBRUARY 24, 2021

These valuable insights empower support teams to provide better support around common queries or increase the personalization of self-serve support through targeted articles or Resolution Bot answers. Use the “Show customer satisfaction” view to generate a color-coded summary of customer satisfaction rates by topic.

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Data Visualization Reporting Tools User Testing Customer Experience 243

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. With automation, companies are 4x more likely to see improvements in customer satisfaction. A note about methodology.

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User Testing Customer Experience Research Software Product Research 223

Intercom, Inc.

APRIL 7, 2020

We’ve sent email announcements for all of the new features we’ve released during COVID-19 to help our users and been able to link to all of the relevant articles to give more detail and point them toward our support centre.”. In fact, 37% of teams have posted additional help articles since the global crisis began.

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Customer Experience Reporting Tools Research Software User Testing 217

Userpilot

MAY 1, 2024

In this article, we dig deeper into what user needs analysis is and how you can get started with it. TL;DR User needs analysis refers to using various techniques to understand users’ aspirations, goals, and pain points. Userpilot can help you monitor user behavior and collect qualitative feedback with in-app surveys.

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User Testing Feedback Software Analytic Tools Research Software 110

Userpilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. Increase user satisfaction. Churn rate.

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Data Visualization Analytic Tools Feedback Software Customer Experience 105

Alchemer Mobile

JUNE 4, 2019

If you’ve landed on this article, you most likely already understand the immense value of capturing in-app customer feedback. This in-app analytics tool helps companies make data-driven iterations to their apps and gain a better understanding of how product changes impact customer satisfaction. Where do you start?

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Feedback Software Analytic Tools Data Visualization User Testing 240

Intercom, Inc.

DECEMBER 2, 2019

But for those willing to invest in a comprehensive multilingual support strategy, the payoff is huge: improvements in customer satisfaction and operational efficiency. To meet this challenge, you can translate your knowledge base so that every customer can easily find answers on their own. So where should you begin?

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

AUGUST 5, 2020

Either you’re all in on delighting customers, or you’re doing everything you can to minimize your costs and maximize your profit. One of the challenges we’ve faced as a support team is scaling our high bar for customer satisfaction without scaling our headcount alongside our customer count. It’s a problem we know well.

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Customer Experience Customer Satisfaction Positioning Article 204

Intercom, Inc.

APRIL 6, 2020

Using Messages , Inbox , Articles , and Resolution Bot , Hiyacar has handled almost 100,000 new conversations through Intercom in the last two years. The flexibility of the Messenger has been crucial to Hiyacar’s success in driving customer satisfaction, allowing members to remain supported 24/7. Recent TrustPilot review.

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Reporting Tools Technical Review Customer Experience Customer Satisfaction 220

Userpilot

JULY 24, 2024

This article will discuss the key steps to get you started. Benefits of a product strategy framework include better alignment between product development and business goals and improved user satisfaction. Select the right pricing strategy to ensure that potential customers find value in paying for your product.

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Data Visualization Framework Product Strategy Analytic Tools 111

Intercom, Inc.

NOVEMBER 17, 2021

Make it easier to self-serve with Articles in the Messenger. Customer feedback: Hello! Can we set up our Messenger so that when people have a question and they click on the search bar, they can see our different collection of Articles? With an expanded window, it’s easier than ever to read articles in the Messenger.

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Customer Feedback Data Visualization Customer Experience User Testing 222

The Product Coalition

JANUARY 25, 2024

We’d like to thank Tremis Skeete, Executive Editor of Product Coalition for his valuable contributions in the research, development and writing of this article. Chatbots have become integral to various industries, providing real-time assistance, automating tasks, and improving user experiences. One example is Hiver’s Chat Widget.

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Intercom, Inc.

JUNE 8, 2021

The top and most impactful benefits support leaders have reported from scaling conversational support across their organization are: Improved customer retention (60%). Enhanced customer satisfaction (58%). and collect positive reviews from our customers,” says Vlada Masevich, Head of Customer Success at Survicate.

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Reporting Tools Technical Review Data Visualization Research Software 222

Userpilot

DECEMBER 20, 2023

Combining customer data & machine learning unlocks the power of big data. This one-two combo is a great way to help enhance customer experience , one of the most impactful methods of increasing product growth. This article will show ten ways customer data and machine learning can improve customer experiences.

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Artificial Inteligence Data Visualization Customer Experience Customer Feedback 105

Userpilot

APRIL 10, 2024

How do you keep hold of your customers? Through customer retention management. The longer you can retain your customers, the more revenue you make and save from not having to find new ones. TL;DR Customer retention management focuses on understanding customer needs to keep them loyal and retained.

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Onboarding KPIs Customer Experience Customer Feedback User Testing 98

Userpilot

NOVEMBER 14, 2024

What if you could boost revenue without having to invest a small fortune in new customer acquisition? While it may sound too good to be true, the reality is that you can achieve this by implementing an effective customer expansion strategy. Feature adoption (users who use more advanced features).

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Data Visualization Customer Experience Analytic Tools Customer Feedback 105

Userpilot

FEBRUARY 29, 2024

Some alternative key metrics to focus on include feature adoption rates, user retention and engagement, and customer satisfaction scores. Try Userpilot and Take Your Customer Experience to the Next Level Get a Demo 14 Day Trial No Credit Card Required What is the feature usage rate?

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Data Visualization Onboarding KPIs Analytic Tools Customer Satisfaction 104

UX Planet

DECEMBER 6, 2024

If there is one thing thats altering the way we create user experience (UX) designs and conduct research in 2024, it is definitely artificial intelligence (AI). In this article, we will mainly focus on how AI-driven UX has impacted and will continue to influence the modern business world. No one can denythat.

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Feedback Software Research Software Analytic Tools Data Visualization 89

The Product Coalition

AUGUST 4, 2023

Companies should monitor other KPIs to ensure a balanced approach to growth and avoid potential pitfalls like neglecting user satisfaction or long-term sustainability. Daily or monthly page views, or the number of articles read per user. These metrics demonstrate the utility and value of their software.

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Data Visualization User Testing Customer Satisfaction Customer Experience 148

Userpilot

JULY 4, 2024

In this article, we’ll explore some key metrics, analysis techniques, as well as actionable strategies to track and enhance your product performance. Turning actionable insights into marketing strategies by improving user engagement and customer satisfaction based on analysis results. Checking NPS results with Userpilot.

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Data Visualization Onboarding KPIs Analytic Tools Customer Feedback 111

Intercom, Inc.

JULY 1, 2020

At Intercom, our Support Ops and Product Education teams work hand-in-hand to deliver proactive support to our customers. We’ve seen great success, including an improved rate of automated resolution, high customer satisfaction, and increased retention. What is proactive customer support? Conversations closed by articles.

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User Friction Outbound Customer Experience Customer Feedback 239

Userpilot

OCTOBER 3, 2024

And the easiest way to establish this connection is by learning how to improve CSAT (customer satisfaction). In this article, we explore proven techniques to help you increase customer satisfaction, from feedback collection to customer education and personalization. shift in customer loyalty.

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