Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Onboarding KPIs 105

Onboarding KPIs Customer Experience Customer Feedback Feedback Software 105

Userpilot

AUGUST 30, 2023

Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. Your proactive customer support demonstrates how much you care about your customer and persuades more customers to stick with your product or service. to reduce your overall time to resolution.

Customer Experience 97

Customer Experience Onboarding KPIs User Testing Customer Feedback 97

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. Product retention rate.

Data Visualization 96

Data Visualization Analytic Tools Feedback Software Customer Feedback 96

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. At Intercom, our Support Ops and Product Education teams work hand-in-hand to deliver proactive support to our customers.

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. Mobile app users may find this feature particularly useful.

Onboarding KPIs 52

Onboarding KPIs Reporting Tools Customer Experience Customer Communications 52

Userpilot

FEBRUARY 28, 2023

In this article, we cover 14 actionable strategies and discuss how using product analytics can help enhance the success of each one. TL;DR User adoption happens when users learn how to use a product and discover its value. Faster adoption also improves the onboarding experience and reduces customer churn.

Analytic Tools 95

Analytic Tools Feedback Software User Testing Data Visualization 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

AUGUST 20, 2023

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. Following the proactive approach enhances the customer experience, increases product engagement , improves customer retention , and leads to more customer satisfaction and loyalty.

Data Visualization 84

Data Visualization Analytic Tools Feedback Software User Testing 84

Userpilot

APRIL 4, 2024

Whether you want to boost user activation or improve product adoption, maximizing product engagement is crucial. It’s the key to retaining active users and helping them generate maximum value from your SaaS product. But here’s the thing—product engagement can mean different things for various products.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Onboarding KPIs 52

Userpilot

OCTOBER 31, 2023

Wondering how to increase free trial conversion for your software product? This article explores 15 strategies to help you achieve that. TL;DR A free trial is a sales strategy that allows prospective customers to use your product for a limited time. Trials can be tricky. There’s also the cost implication.

Feedback Software 92

Feedback Software Research Software User Testing Onboarding KPIs 92

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 101

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 101

Userpilot

AUGUST 2, 2023

This article shows you practical strategies to drive high engagement for your SaaS, boosting retention and revenue as a result. Choose metrics to track the success of the engagement strategy. 12 Customer engagement strategies for driving retention: Personalize the onboarding process for new users to boost engagement.

Feedback Software 91

Feedback Software User Testing Customer Experience User Friction 91

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. Realization.

Feedback Software 97

Feedback Software Research Software Onboarding KPIs Customer Experience 97

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. Features with usability issues. Userpilot can help.

Data Visualization 103

Data Visualization User Testing Analytic Tools Feedback Software 103

Userpilot

JULY 21, 2022

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

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

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." What is product experience?

Customer Experience 97

Customer Experience Analytic Tools Feedback Software Onboarding KPIs 97

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)? How to calculate the product engagement score?

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs User Testing 98

Intercom, Inc.

OCTOBER 1, 2022

Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities. They also prioritize being able to resolve issues quickly as a key customer satisfaction metric.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

Userpilot

FEBRUARY 21, 2022

All product managers want to delight and engage their customers. In this article, we’ll explore what interactive manuals are all about, how you create them, and tactics for helping lead users through engaging walkthroughs. An interactive user guide is a set of functionality helping customers understand how to use your product.

Feedback Software 96

Feedback Software User Testing Customer Experience Onboarding KPIs 96

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. Customer experience Key Performance Indicators are the metrics that measure the level of interaction between the company and customers.

Customer Experience 52

Customer Experience Feedback Software Analytic Tools Onboarding KPIs 52

Userpilot

MAY 26, 2021

Love it or hate it, one thing is clear: product onboarding is an important driver of activation and retention in SaaS businesses. If you see onboarding in the broader sense as customer education , there are few things more essential than educating your customer about how to derive value from your product. Conclusion.

Research Software 52

Research Software Feedback Software Onboarding KPIs Product Research 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. Then you are in the right place! What is customer retention?

Product Research 89

Product Research Onboarding KPIs Customer Experience Data Visualization 89

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 103

Feedback Software Embedded Analytics Analytic Tools Enterprise 103

Userpilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. TL;DR User adoption is the journey in which a customer becomes a regular user of your product and makes it part of their life. Why is user adoption important?

Analytic Tools 91

Analytic Tools Feedback Software Research Software Data Visualization 91

Userpilot

MARCH 10, 2022

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. Onboarding gamification rewards customers for completing certain actions.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Feedback 98

Userpilot

MARCH 31, 2023

Customer attrition takes place when customers leave your product or service. The 6 key customer churn metrics are customer retention rate, customer churn rate, Net Promoter Score , customer health score, customer satisfaction score, and customer engagement rate. What metrics should you track for customer attrition analysis?

Data Visualization 98

Data Visualization Analytic Tools Feedback Software Customer Feedback 98

Userpilot

JULY 18, 2022

If you aren’t and want to boost these metrics, this article is for you! The first step is segmenting users based on their jobs to be done and personalizing in-app experiences to deliver the promised value to each user segment. Trigger onboarding checklists and drive users to their activation points.

Feedback Software 93

Feedback Software Analytic Tools Research Software User Testing 93

Userpilot

OCTOBER 24, 2023

The retention lifecycle framework helps you identify users according to their stage of the product journey and come up with relevant retention strategies. You should focus on user resurrection when there’s a spike in churn rates, there’s a drop in product usage, and your survey results indicate a decrease in customer satisfaction.

Customer Experience 93

Customer Experience User Testing Customer Feedback Onboarding KPIs 93

Userpilot

JANUARY 12, 2023

That is why this article will give you guidelines for defining engaged users and strategies for your company and increasing your engagement rates. An engaged user is someone who actively uses your product to solve their problems. Enhanced user engagement helps to: Increase your base of loyal customers. Reward loyal customers.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Feedback 98

Userpilot

MARCH 21, 2024

But what strategies can you follow to boost product engagement at every stage of their journey? TL;DR The customer activity cycle (or lifecycle) represents a customer’s complete journey with a product or service, from initial awareness to eventual advocacy or departure.

User Testing 104

User Testing Analytic Tools Research Software Feedback Software 104

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 97

Analytic Tools Data Visualization Feedback Software Customer Feedback 97

Userpilot

OCTOBER 30, 2022

CRR is the most common but not the only metric to measure the success of your customer retention strategy. Other metrics include customer churn rate , customer lifetime value, CSAT, etc. Proven strategies to grow retention in SaaS: Refine the onboarding experience. Use gamification to make onboarding engaging.

Feedback Software 96

Feedback Software Data Visualization Customer Communications Customer Experience 96

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. Weak customer relationships.

User Testing 94

User Testing Feedback Software Data Visualization Customer Feedback 94

Userpilot

MARCH 31, 2023

In this article, we’ll share practical tips on creating a successful free-to-paid conversion strategy and converting free trial users into paid users. 15% is a good free trial conversion rate for SaaS products. Freemium offers permanent access to a free version, with advanced features saved for paying users.

Feedback Software 94

Feedback Software Onboarding KPIs Strategy Customer Experience 94

Userpilot

FEBRUARY 21, 2023

User adoption is essential for B2B SaaS companies, as it helps customers to learn about your product, adopt features , stick around, and nurture product growth. TL;DR User adoption is the journey in which a customer becomes a regular user of your product and makes it part of their life. Why is user adoption important?

Analytic Tools 75

Analytic Tools Feedback Software Research Software Data Visualization 75

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. Using segmentation and tracking feature usage to measure engagement.

Data Visualization 94

Data Visualization Feedback Software Analytic Tools Customer Experience 94

Userpilot

JUNE 19, 2019

Customer onboarding is an integral part of any SaaS business, and so we thought we’d share some of the best customer onboarding tools to help you out. First, let’s consider the differences between customer onboarding and user onboarding… Customer Onboarding Vs. User Onboarding.

Analytic Tools 78

Analytic Tools Feedback Software Onboarding KPIs Data Visualization 78