Userpilot

NOVEMBER 19, 2022

So let’s look at the most important KPIs that will help you create strategies to provide superior customer service and boost retention. Customer service KPIs measure the performance of customer service teams and customer support management. What are customer service KPIs? Improve customer satisfaction.

Onboarding KPIs 94

Onboarding KPIs Data Visualization Reporting Tools 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. 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 95

Feedback Software Analytic Tools Customer Experience User Testing 95

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 80

Product Research Onboarding KPIs Customer Experience Data Visualization 80

Userpilot

NOVEMBER 16, 2022

Looking to build a customer onboarding strategy from scratch or plan on reworking an existing framework? This short guide will show you user onboarding strategies that cut to the chase, reduce time to value and lead to retention. Personalize customer experiences based on the user’s jobs-to-be-done.

Feedback Software 93

Feedback Software Analytic Tools Customer Experience Customer Feedback 93

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. But what strategies work? Introducing secondary features to exceed expectations and customer satisfaction. Welcome survey example.

Analytic Tools 76

Analytic Tools Feedback Software Research Software Customer Experience 76

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)?

Data Visualization 93

Data Visualization Feedback Software Product Research Analytic Tools 93

Userpilot

JANUARY 11, 2024

Automate the onboarding process with self-services You simply can’t provide all of the info the user needs at once. As part of your onboarding strategies, automation helps customers get information on demand, eliminating friction. It ensures your availability at all times to resolve customer issues.

Onboarding KPIs 100

Onboarding KPIs Customer Experience Feedback Software User Testing 100

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 101

B2B User Testing Research Software Analytic Tools 101

Intercom, Inc.

DECEMBER 8, 2020

Data alone won’t produce results, but it will help you to contextualize customer behavior and feedback to provide better service faster. Help desk metrics are measurements that allow you to track your performance and effectively adjust your strategy to provide better customer support. Customer satisfaction.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Userpilot

AUGUST 2, 2023

A customer engagement strategy can be the difference between positive and negative growth for your SaaS. 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.

Feedback Software 83

Feedback Software User Testing Customer Experience User Friction 83

Userpilot

APRIL 11, 2023

However, the average customer retention rate by industry varies wildly. This article explores the latest customer retention statistics across different industries and highlights tips to help you define a winning customer retention strategy. Customer service: Poor customer service encourages churn.

Feedback Software 96

Feedback Software Analytic Tools Data Visualization User Testing 96

Userpilot

FEBRUARY 21, 2023

There are four metrics to measure user adoption: user activation rate , feature adoption rate , product stickiness , and net promoter score (NPS). Here are four steps for building a user adoption strategy: Do customer research and create user personas. Lay out a customer journey map.

Analytic Tools 82

Analytic Tools Feedback Software Research Software Data Visualization 82

Userpilot

AUGUST 29, 2022

A customer success process describes the specific steps to provide value to the user and help them succeed with your product. A customer success strategy defines how to approach a specific CS goal, be it generating loyal customers, driving account expansion , or simply reducing churn rates.

Feedback Software 94

Feedback Software Research Software User Testing Customer Feedback 94

Userpilot

FEBRUARY 21, 2023

There are four metrics to measure user adoption: user activation rate , feature adoption rate , product stickiness , and net promoter score (NPS). Here are four steps for building a user adoption strategy: Do customer research and create user personas. Lay out a customer journey map.

Analytic Tools 67

Analytic Tools Feedback Software Research Software Data Visualization 67

Userpilot

NOVEMBER 2, 2022

Because it’s the key to a better pricing strategy, competitive advantage, and customer experience. Adjust your marketing strategy and positioning to ensure you’re promoting the true value of your product. Address customer pain points and show how your product can help alleviate them.

Feedback Software 91

Feedback Software Research Software User Testing Product Research 91

Userpilot

DECEMBER 23, 2023

It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention. It’s how many users abandon the product. User journey stages.

Analytic Tools 88

Analytic Tools Feedback Software User Testing Customer Experience 88

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. An excellent support service can reduce friction, increase activation, boost retention , and expand positive word-of-mouth.

Feedback Software 96

Feedback Software Analytic Tools Data Visualization Customer Feedback 96

Userpilot

JANUARY 15, 2024

Creating a positive fintech customer experience for every lead who walks through the door of financial institutions is easier said than done. However, this guide will show you how to measure customer experience in the fintech industry, make improvements, and pick the best tools for the job!

Analytic Tools 80

Analytic Tools Feedback Software Reporting Tools Data Visualization 80

Intercom, Inc.

NOVEMBER 30, 2021

Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. Juggling outdated, disjointed tools is a recipe for team burnout, customer dissatisfaction, and ultimately, churn. The anatomy of a modern customer support tech stack . Strategy first, technology second.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. The average revenue per user. Customer loyalty. Overall customer satisfaction.

User Testing 87

User Testing Feedback Software Data Visualization Customer Feedback 87

Userpilot

OCTOBER 11, 2021

Have you tried including SaaS marketing best practices in your SaaS marketing strategy and accelerate product growth ? Effective SaaS marketing strategies can be hard to pull off if you don't know where to start, but I'm here to help. This is focused more on the acquisition side of the customer journey.

Feedback Software 112

Feedback Software User Testing Product Research Customer Experience 112

Userpilot

OCTOBER 17, 2023

Customer insights provide intelligence and analysis about customer experience, activities, and preferences. Therefore, they are vital for effective product strategies and ensure resource allocation aligns with customer needs. Since you need the right tools to follow a customer insights strategy.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Research Software 85

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 93

Analytic Tools Data Visualization Feedback Software Customer Feedback 93

Userpilot

FEBRUARY 3, 2023

Key metrics to track across the customer onboarding lifecycle are the activation rate , conversion rate , customer engagement score , customer satisfaction score , feature adoption score , and expansion MRR. The customer onboarding lifecycle can be divided into 3 stages: primary, secondary, and tertiary.

Onboarding KPIs 97

Onboarding KPIs Customer Experience User Testing Customer Feedback 97

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 83

Feedback Software Research Software Customer Experience User Testing 83

Userpilot

NOVEMBER 10, 2022

TLDR; A customer pain point refers to an issue that a customer experiences when interacting with a product or service. Understanding pain points helps you avoid customer dissatisfaction , make product improvements that meet customer needs , and help you align your marketing strategy better. knowledge base ).

User Friction 89

User Friction Customer Experience User Testing Product Research 89

Userpilot

OCTOBER 21, 2022

After reading this article, you’ll see how a good CRM helps to cultivate healthy customer relationships that lead to higher engagement, loyalty, customer retention , and mouth-watering LTV. The key to effective CRM and customer communication is tailoring your approach to the different stages of the customer lifecycle.

Analytic Tools 92

Analytic Tools Feedback Software Data Visualization Reporting Tools 92

Userpilot

MARCH 29, 2023

How can you use NPS eCommerce to gain qualitative feedback as part of your online store strategy? Unlike customer satisfaction surveys , NPS indicates customer loyalty and brand sentiment in the long run. Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) measure short-term customer satisfaction.

Product Research 72

Product Research Customer Feedback Customer Experience Onboarding KPIs 72

Userpilot

FEBRUARY 4, 2023

TL;DR “Wowed” customers are more likely to be loyal to your brand and make additional purchases in the future. Fast support, personalized experiences, and feedback collection are all core strategies that can help you wow your customers. Build rapport Customer loyalty is just as emotional as it is transactional.

User Testing 83

User Testing Customer Experience Customer Feedback Feedback Software 83

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. Customers expect a tailored experience.

Data Visualization 95

Data Visualization Feedback Software Analytic Tools Research Software 95

Userpilot

JANUARY 31, 2023

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. TL;DR At-risk customers are those who are showing signs of canceling their subscriptions. With it, you can uncover the necessary insights to improve customer satisfaction.

Customer Feedback 97

Customer Feedback Feedback Software Customer Experience User Testing 97

Userpilot

NOVEMBER 20, 2022

Celebrate customer success with celebratory modals or gamification elements like badges. Gamification triggers a dopamine rush that makes users come back to those actions to experience the same positive emotions again. Provide in-app guidance in the form of subtle hints, tooltips , or other in-app messages where users need it.

Customer Experience 97

Customer Experience Feedback Software Analytic Tools User Testing 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? Segment users based on their jobs to be done to give engagement a boost.

User Testing 95

User Testing Customer Experience Customer Feedback Feedback Software 95

Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. This is where digital customer success (DCS) comes in. What Is Digital Customer Success?

Data Visualization 59

Data Visualization Analytic Tools Customer Experience Research Software 59

Userpilot

MAY 25, 2022

Applying knowledge base structure best practices can help users get answers faster in a self-service world. An effective knowledge base will: streamline the onboarding process. This article outlines the best practices for creating an ideal knowledge base structure. What is a SaaS knowledge base?

Analytic Tools 102

Analytic Tools Feedback Software Data Visualization Reporting Tools 102

Intercom, Inc.

JULY 1, 2020

A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. 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.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Userpilot

JUNE 22, 2023

Implement onboarding checklists to drive users to the activation point. Use interactive walkthroughs and trigger contextual tooltips to offer customers step-by-step and relevant guidance. Measure customer satisfaction by triggering contextual surveys during onboarding. Trigger contextual tooltips with Userpilot.

Data Visualization 87

Data Visualization Feedback Software Analytic Tools Customer Experience 87