Userpilot

NOVEMBER 22, 2022

Then, determine your user personas and their jobs to be done to make sure you’re creating customer training materials that help them achieve their objectives. Use tooltips to increase product adoption by contextually showing users new features. What is a customer education strategy? Reduce customer churn. Sales team.

Education 94

Education User Testing Customer Feedback Customer Experience 94

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. Provide product training via live webinars.

Feedback Software 96

Feedback Software Analytic Tools Customer Experience User Testing 96

Userpilot

JULY 2, 2022

SaaS reverse trial is relatively a new concept, although some famous brands have been implementing it for a while. For product-driven companies, there are typically two options for acquiring paid users: offer free trials or create a freemium version. The reverse trial model could work for most SaaS companies, but exceptions exist.

Analytic Tools 110

Analytic Tools User Testing Customer Experience Data Visualization 110

Userpilot

OCTOBER 20, 2022

A user onboarding academy will help you get started on user onboarding and how to build great user onboarding flows. In the brutal world of SaaS business where activation and retention are crucial, smooth user onboarding ensures users are highly engaged and activated from the start. What is user onboarding?

Onboarding KPIs 95

Onboarding KPIs Customer Experience Data Visualization Certifications 95

Userpilot

OCTOBER 1, 2022

Are you a SaaS customer success manager torn between self-serve and white-glove onboarding methods? Many SaaS businesses struggle to decide on the approach that’s most likely to engage customers and turn them into repeat buyers. For instance, Zoom or Slack do not need to run full walkthroughs to train their users.

Feedback Software 86

Feedback Software Data Visualization Customer Experience User Testing 86

Userpilot

APRIL 11, 2023

SaaS companies generally enjoy a high retention rate, with an average CRR of about 90%. Using surveys like the NPS survey to collect user feedback and identify areas of improvement. The customer retention rate (CRR) is a percentage measure of the retained customers at a company at the end of a period.

Feedback Software 97

Feedback Software Analytic Tools Data Visualization User Testing 97

Userpilot

OCTOBER 27, 2021

But rest assured, the two are not interchangeable, and in this article we’ll clearly lay out what the differences are and how to choose the best DAP for your company’s user onboarding needs. WalkMe provides better user analytics and customer support. Create basic user segments with branching walkthrough experiences.

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Reporting Tools 98

Userpilot

AUGUST 19, 2022

For any SaaS owner or product manager , organizing a successful software rollout can be a stressful, exhilarating experience. A software rollout is a term used to describe the process of launching new software (or upgrades) to an existing user base. First, define your users : who is your new software solution designed for?

Analytic Tools 98

Analytic Tools Feedback Software User Testing Customer Experience 98

Userpilot

OCTOBER 10, 2022

In this article, we consider 10 SaaS product marketing examples. Loom uses onboarding checklists to encourage users to get fully activated. Userpilot organizes webinars to teach users how to use new features. Providing leading user segmentation functionalities and real-time data on user interactions with your app.

Feedback Software 94

Feedback Software Research Software Product Research User Testing 94

Userpilot

JULY 6, 2022

As retention is extremely important for any SaaS company, reducing customer and revenue churn is a top priority. In SaaS, revenue churn is the amount of lost revenue over a given period. It can happen when users downgrade subscriptions or stop renewing them entirely. Revenue churn benchmarks for SaaS companies.

Onboarding KPIs 95

Onboarding KPIs Customer Experience Customer Feedback Software Review 95

Userpilot

JANUARY 26, 2023

Wondering how to run a successful SaaS onboarding process to make sure you are setting users up for success from the start? In this article, we cover: What SaaS customer onboarding is and why it’s important. Onboarding best practices for SaaS companies. Otherwise, it feels overwhelming and demotivating for users.

Analytic Tools 97

Analytic Tools Feedback Software Customer Experience Data Visualization 97

Userpilot

DECEMBER 1, 2021

When working with SaaS products, a constant task you’ll find yourself obsessed with is how to increase user adoption. Let’s assume your tool helps the user easily schedule work meetings. User adoption is how you measure how much of your product the user is regularly using. What is user adoption?

Feedback Software 98

Feedback Software Customer Experience User Testing Onboarding KPIs 98

Intercom, Inc.

NOVEMBER 20, 2018

In the early stages of most SaaS startups’ lives, the CEO or founder often acts as the initial head of sales. Despite that value, however, there’s a drawback – a lack of formal sales training and sales process can seriously undermine those initial efforts. Meet your target users and get feedback.

Feedback Software 178

Feedback Software Research Software Startups Product Research 178

Userpilot

AUGUST 11, 2022

As a result, customer success managers end up with more tasks than they can handle—making it harder to focus on helping users engage with the product and achieve success. Although CS and support offer customer assistance, CS is more about helping users proactively and building long-term relationships. Problem-solving.

Feedback Software 97

Feedback Software Research Software Analytic Tools User Testing 97

Userpilot

MARCH 3, 2022

Looking for SaaS knowledge base examples? Helping your users get the most out of your product is an important (and tricky) job. Knowledge bases can become one of your most effective tools for answering your users’ questions, reducing pressure on your support team – and ultimately enhancing the customer experience.

Analytic Tools 95

Analytic Tools Feedback Software Data Visualization Customer Experience 95

Userpilot

OCTOBER 21, 2022

Without customer confidence, users would be sensitive to churn. Using in-app patterns like tooltips and modals to guide users and help them achieve their goals. Offering first-class support with well-trained support agents and self-service support. Offer in-app guidance when the user is stuck.

Feedback Software 97

Feedback Software User Testing Customer Experience Customer Feedback 97

Userpilot

OCTOBER 19, 2022

To succeed, product marketers and customer service teams in SaaS must recognize that customer service isn't a one-size-fits-all affair. So, what are the different customer types you can expect to meet in SaaS? Website visitors may find your website through an ad or blog post. Types of Customers in SaaS.

Customer Experience 97

Customer Experience Feedback Software Analytic Tools Research Software 97

Userpilot

FEBRUARY 6, 2023

To dive even deeper, set track custom events to understand user engagement. Session recordings and heatmaps also give you insight into user behavior. Trigger churn surveys when users want to cancel their accounts. Use natural language processing (NLP) tools to understand user sentiment.

Data Visualization 97

Data Visualization Analytic Tools Feedback Software Customer Feedback 97

Userpilot

AUGUST 29, 2022

But if your goal is to engage users , retain customers, and drive success, you better not get distracted from the most impactful tasks. A customer success process describes the specific steps to provide value to the user and help them succeed with your product. In contrast, support is reactive (only helps when the user requests it).

Feedback Software 95

Feedback Software Research Software User Testing Customer Feedback 95

Userpilot

APRIL 6, 2023

How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience? In the past few months, SaaS companies have been struggling with budgetary and staffing constraints caused by the broader economic uncertainty in the tech industry. Why are AI and automation important?

Data Visualization 96

Data Visualization Analytic Tools Research Software Customer Experience 96

Userpilot

AUGUST 16, 2022

You can also track what percentage of users have completed each goal. 10 goal-setting frameworks to set goals for your SaaS. To make it easier for you to choose the right fit for your SaaS business, here are 10 effective and popular frameworks. For example, your goal could be to boost sales by 20% by the end of December 2022.

Feedback Software 96

Feedback Software Research Software Framework User Testing 96

Userpilot

JANUARY 18, 2023

With so many product marketing strategies floating around the SaaS world, it can be hard to identify the right one. Product-led growth or PLG is a go-to-market strategy that leverages the product itself as a means of generating demand, converting sales leads, and retaining users long-term. What does PLG stand for in marketing?

Analytic Tools 94

Analytic Tools Feedback Software Onboarding KPIs Marketing 94

Userpilot

AUGUST 30, 2023

You can calculate resolution time by averaging support ticket resolution’s start and end times. You may resolve customer issues and reduce resolution time by: Offering onboarding guidance for new users to equip them early for smoother navigation. Analyzing feature usage and monitoring user behavior to offer proactive help.

Customer Experience 91

Customer Experience Onboarding KPIs User Testing Customer Feedback 91

Userpilot

MARCH 15, 2022

Why a go-to-market strategy plays an integral of your SaaS product success? In this blog post, you’ll learn everything about go-to-market strategies. We will cover what they are, why you need them, and how to create one for your SaaS business using real examples. SaaS go-to-market plans can be used in several use cases.

Research Software 88

Research Software Strategy Customer Experience User Testing 88

Userpilot

SEPTEMBER 12, 2022

This article will break down tNPS and NPS into exactly what they are and introduce you to the power of tNPS in gauging user sentiment. The general NPS measures the overall customer perception about your business, whereas tNPS measures user sentiment after specific interactions. Why should you implement tNPS in your SaaS?

Feedback Software 95

Feedback Software Product Research Onboarding KPIs User Testing 95

Userpilot

NOVEMBER 10, 2022

A common customer pain point in SaaS is limited product functionality – it’s not enough to help the customer complete their jobs to be done. Segment users based on common characteristics, and then deliver relevant features or guidance. State of SaaS Report Findings. Choose a user segment to talk to.

User Friction 91

User Friction Customer Experience User Testing Product Research 91

Userpilot

JULY 9, 2021

Product-Led Onboarding by Ramli John and Wes Bush is a new book about how to implement user onboarding for the ultimate customer retention. The Elements of User Onboarding by Samuel Hulick is a practical guide on how to build an effective user onboarding experience for users. Recruiting users for discovery interviews.

Books 98

Books Research Software Feedback Software Analytic Tools 98

Userpilot

SEPTEMBER 8, 2021

Product tours are an essential way to onboard users in your app. Yet, all too often, SaaS businesses see their customers not completing the product tour, or even churning during the onboarding stage. Product tours are a way of showing users the product features they need to learn in order to activate. Let's get into it.

Analytic Tools 92

Analytic Tools Feedback Software Onboarding KPIs Software Review 92

Userpilot

APRIL 13, 2022

Click tracking is an essential method for uncovering weak spots in the product UX and the user flow by analyzing how users engage with your UI. tools to use to capture user clicks. The main idea of click tracking is watching how users interact with your product to discover friction points. What is click tracking?

Analytic Tools 94

Analytic Tools Data Visualization Feedback Software Customer Feedback 94

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. Customer service personalization builds trust since customers don’t feel like just another user in your database.

Data Visualization 96

Data Visualization Feedback Software Analytic Tools Research Software 96

Userpilot

MARCH 16, 2022

There is always the possibility that something will go wrong, making your users leave or downgrade. Customer onboarding is a continuous process of educating users on using your product to get maximum value from it. Customer onboarding is a continuous process of educating users on using your product to get maximum value from it.

Onboarding KPIs 95

Onboarding KPIs Customer Experience Analytic Tools Feedback Software 95

Userpilot

AUGUST 15, 2022

A macro goal is considered the primary goal of your SaaS product. Micro goals can help you get insights into user behavior , identify friction areas, and find the highest-performing channels. A macro goal is the primary objective of your SaaS business. Understanding your audience (the different user personas).

Product Marketing 94

Product Marketing Feedback Software User Testing Marketing 94

Userpilot

OCTOBER 4, 2022

UX KPIs, or user experience key performance indicators, are essential numerical data points that are used to track, measure, and compare the experience users have with your SaaS product. User experience (UX) involves all aspects of user interactions with your product. What is user experience (UX) in SaaS?

Analytic Tools 103

Analytic Tools Research Software Feedback Software Data Visualization 103

Userpilot

MARCH 31, 2023

What user onboarding metrics should you track if you want to evaluate your onboarding processes? We all know that successful onboarding is especially important for SaaS companies since they depend on a subscription-based business model. TL;DR User onboarding is the process that users undergo to adopt your product or service.

Onboarding KPIs 84

Onboarding KPIs Analytic Tools Data Visualization Embedded Analytics 84

Userpilot

JUNE 9, 2022

Userlane is a tool for building interactive, guided tours that walk a user through all the features of your product or service. Both are quite pricey and complex, but Userlane is generally considered more user-friendly than Walkme. Userlane and Walkme are both tools for onboarding. Userlane Reviews. Userlane has on average 4.6

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Data Visualization 52

Department of Product

FEBRUARY 18, 2022

SaaS Pricing Models for Product Managers 6 ways to price your SaaS product using leading SaaS businesses as inspiration Pricing a product is a critical part of product management; it’s rarely something product teams will or should do themselves and will typically involve a blend of product, marketing and sales. And rightly so.

Research Software 52

Research Software User Testing Product Management Product Manager 52

Userpilot

SEPTEMBER 30, 2022

15+ strategies to offer seamless digital customer experiences and drive retention for your SaaS. Create user personas to better understand your customer segments. Monitor your in-app user analytics for a direct view of what features are well-loved and which ones are neglected. What is the digitization of customer experience?

Customer Experience 86

Customer Experience User Testing Data Visualization Feedback Software 86