Userpilot

MAY 2, 2024

Poor customer retention drains your resources, reduces revenue, brings operational instability, and harms your reputation. It puts your product’s future at risk. In the article, we share 24 customer retention marketing tactics that will help you reduce churn and increase your product performance.

Data Visualization 95

Data Visualization User Testing Customer Feedback Analytic Tools 95

Userpilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Using AI chatbot to address common customer issues and offer users efficient problem-solving.

Customer Experience 93

Customer Experience Onboarding KPIs User Testing Customer Feedback 93

Userpilot

SEPTEMBER 28, 2022

Are you tracking product management metrics to evaluate your product and monitor its progress? SaaS products are becoming increasingly data-driven which makes it critical to evaluate product growth using the right metrics. Here are the 3 best tools to improve product management metrics.

Onboarding KPIs 82

Onboarding KPIs Analytic Tools Feedback Software Data Visualization 82

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

NOVEMBER 6, 2023

If you want to retain customers, you can’t afford customer experience gaps – it’s that straightforward. In today’s competitive landscape, customers aren’t just buying a product. They want to buy a seamless experience throughout their customer journey. What are customer experience gaps?

Customer Experience 87

Customer Experience Feedback Software Customer Feedback Data Visualization 87

Userpilot

MARCH 31, 2023

Trying to reduce churn but don’t know where to start with customer attrition analysis? Customer attrition takes place when customers leave your product or service. While it’s not possible for customer churn to be zero, you can always keep it at an acceptable level by adopting the right tactics.

Data Visualization 97

Data Visualization Analytic Tools Feedback Software Customer Feedback 97

Userpilot

AUGUST 20, 2023

But, its actual purpose is to prevent problems from happening—leaving little friction in the customer experience. So if you want to learn about how to apply and practice a proactive service without spending too much time, keep diving into this article. Kommunicate’s interactive walkthroughs for proactively onboarding customers.

Data Visualization 80

Data Visualization Analytic Tools Feedback Software User Testing 80

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. Users are more likely to become long-term, loyal customers and brand advocates with more positive interactions.

Analytic Tools 96

Analytic Tools Data Visualization Feedback Software Customer Feedback 96

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. A customer self-service should enable readers to address common needs quickly by linking to valuable resources. It can help a company lower costs.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

Userpilot

MARCH 19, 2024

Tracking user activity patterns helps you understand users better and uncover insights to increase product engagement. This article shows you practical steps to accomplish this task. You will also find the best tools for the job and learn about key behavior metrics to monitor for tracking user patterns.

Data Visualization 92

Data Visualization Analytic Tools Feedback Software Customer Feedback 92

Userpilot

JULY 18, 2023

This article shows you various ways to calculate churn, make sense of the data, and create proactive solutions to retain more customers. TL;DR Customer churn is the rate at which users discontinue their subscription or stop using a particular product or service. Poor onboarding. Bad customer service.

User Testing 91

User Testing Feedback Software Data Visualization Customer Feedback 91

Intercom, Inc.

JULY 1, 2020

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. Below, we share our tips for delivering effective proactive support to your customers at any scale.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Userpilot

JUNE 22, 2022

A smooth customer onboarding process is key for any SaaS company, and in-app help can be a real game-changer. A well-designed in-app help center will help users to get instant answers to common support questions thus enhancing and simplifying the onboarding process. Let’s get started! What is in-app help?

Onboarding KPIs 52

Onboarding KPIs Reporting Tools Customer Experience Customer Communications 52

Userpilot

AUGUST 5, 2023

Are your NPS passives holding your product or service’s growth back? NPS (Net Promoter Score) passives are customers who have moderate feedback about your product but are not enthusiastic supporters. Unlocking the potential of these indifferent users can be a game-changer for your business.

Data Visualization 95

Data Visualization Feedback Software Product Research Analytic Tools 95

Userpilot

MARCH 18, 2022

Wondering what product success metrics you should use in 2022? Measuring product success during the early stages of your SaaS business can help you spend wisely and reduce wasted energy. Today, let’s find out how you can leverage product success metrics to add more value for your users and drive retention.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Feedback Software Data Visualization 52

Userpilot

JULY 21, 2022

A customer service model defines your process for supporting your customers whenever they face any obstacle with your product. A customer service model is necessary for customer success. The customer engagement model is focused on aiding the user proactively and making them stick with your product.

Feedback Software 97

Feedback Software Analytic Tools Data Visualization Customer Feedback 97

Userpilot

JUNE 28, 2022

Are you wondering what customer experience KPIs and metrics you should track? Choosing the right KPIs can make all the difference when it comes to retaining your customers in the SaaS business. There are eight key CX KPIs that you need to measure. What is customer experience? Average Resolution Time.

Customer Experience 52

Customer Experience Feedback Software Analytic Tools Onboarding KPIs 52

Userpilot

JULY 27, 2023

Are you a results-driven product manager looking for the best product retention strategies for SaaS growth? In this article, we’re going to do a deep dive into a whopping 16 different strategies you can draw from to boost customer retention and increase loyalty. Driving users toward activation with checklists.

Product Research 84

Product Research Onboarding KPIs Customer Experience Data Visualization 84

Userpilot

JUNE 22, 2023

While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement. What is customer churn?

Data Visualization 91

Data Visualization Feedback Software Analytic Tools Customer Experience 91

Userpilot

OCTOBER 20, 2022

The Net Promoter Score (NPS) is one of the most critical SaaS metrics as it measures user sentiment over time. In this article, we’ll discuss 10 strategies you can use to improve your Net Promoter Score and thus increase customer satisfaction and loyalty. It helps you track customer satisfaction and loyalty.

Feedback Software 97

Feedback Software Analytic Tools Research Software User Testing 97

Userpilot

AUGUST 28, 2022

So let’s see what you can do to increase your customer value and retain loyal customers. In SaaS, customer value is a user’s perception of what your product or service is worth. Customer lifetime value is the total worth of a customer’s business throughout their relationship with you.

Feedback Software 105

Feedback Software Customer Feedback Customer Experience User Testing 105

Userpilot

OCTOBER 26, 2021

It's in the interest of every SaaS team to ensure that any customer using their product experiences as much value as possible. Whether good, bad, or something in between, the sum total of the interactions a customer has with a product can be described as their "product experience."

Customer Experience 95

Customer Experience Analytic Tools Feedback Software Onboarding KPIs 95

Userpilot

OCTOBER 27, 2023

This is the main question that the article tackles. TL;DR We define product-led growth (PLG) as a business strategy that uses the product to boost its own growth. As enterprise products tend to be complex, their value may be difficult to experience through free trials or freemium. Let’s get right to it!

Feedback Software 100

Feedback Software Embedded Analytics Analytic Tools Enterprise 100

Userpilot

APRIL 19, 2022

You need to provide consistent value to your customers in order to keep them engaged with your product. Thus, your product engagement score is one of the key metrics you should optimize to lower your churn and improve retention. What is the product engagement score (PES)? Let’s dive in! PES formula.

Feedback Software 96

Feedback Software Analytic Tools Onboarding KPIs User Testing 96

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

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

SEPTEMBER 25, 2023

And how can your SaaS business use them to facilitate product growth ? These are the main questions that the article tackles, so if you’re looking for the answers, we’ve got them! TL;DR A PLG motion is a growth strategy focused on using the product itself as the main driver of growth. What is a PLG motion?

Analytic Tools 97

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 97

Userpilot

JANUARY 17, 2023

If you want to build a loyal customer base and nurture product growth , your focus should be spent on making users realize the value of your product as soon as possible—which might be trickier than you think. Value realization is when a customer experiences and recognizes the value of your product or service.

Feedback Software 96

Feedback Software Research Software Onboarding KPIs Customer Experience 96

Userpilot

MAY 22, 2023

A CX strategy should encompass every interaction and engagement layer between your customers and your SaaS product. You should use it to meet and exceed customer expectations to increase customer satisfaction and retention and boost revenue growth. Let’s start!

Data Visualization 83

Data Visualization Analytic Tools Feedback Software Product Research 83

Userpilot

MARCH 29, 2024

Are conversion funnel leaks sabotaging your product and marketing efforts while leaving money on the table? This article reveals the major causes of funnel leaks at each customer journey stage and how to fix them. Poor product-market fit. Complicated product. Slow response to customer queries.

Data Visualization 101

Data Visualization User Testing Analytic Tools Feedback Software 101

Userpilot

AUGUST 2, 2023

Software users only continue subscribing if they find your platform useful. This article shows you practical strategies to drive high engagement for your SaaS, boosting retention and revenue as a result. Decide on customer engagement strategies to implement at each touchpoint. A/B test your user flows and iterates your strategy.

Feedback Software 87

Feedback Software User Testing Customer Experience User Friction 87

Userpilot

AUGUST 23, 2022

The end goal of both these disciplines is all about delivering exceptional customer experiences and retaining customers. In this article, we’ll go over the differences between these two functions and how they work together to improve customer satisfaction and drive business growth. What is customer support?

Customer Experience 87

Customer Experience Feedback Software Customer Feedback User Testing 87

Userpilot

MARCH 10, 2022

Thus, improving user retention can help you boost revenue growth. In this article, we’ll look at the key retention metrics and what tactics you can use to improve retention. User retention is a metric that tells you how many users keep returning to your product over a given period.

Feedback Software 97

Feedback Software Analytic Tools Customer Experience Customer Feedback 97

Userpilot

AUGUST 18, 2022

While customer satisfaction is essential to brand success, taking proactive measures toward turning these satisfied customers into advocates is key to business growth. But what exactly is customer advocacy and how can you use it to your benefit? A score of 8+ indicates a potential customer advocate.

User Testing 97

User Testing Customer Experience Customer Feedback Feedback Software 97

Userpilot

SEPTEMBER 12, 2022

Do you know that customer touchpoints can exponentially influence product growth ? They can contribute to every stage of the customer journey and uncover insights into customer relationship management. So let’s dive into details and learn from examples of what customer touchpoints are.

Analytic Tools 97

Analytic Tools Feedback Software User Testing Customer Experience 97

Userpilot

JANUARY 19, 2023

In this article, we’ll explore customer retention costs. TL;DR Customer retention is a key SaaS metric that measures your ability to retain customers over time. Customer retention cost (CRC) is the amount you spend on customer retention over a specific period. What is customer retention?

Customer Experience 96

Customer Experience User Testing Feedback Software Customer Feedback 96

Userpilot

OCTOBER 30, 2022

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. 17 practical strategies for improving your user experience. Ensure to provide great customer service.

Feedback Software 88

Feedback Software Research Software Customer Experience User Testing 88