Roman Pichler

DECEMBER 4, 2023

Figure 2: Product Vision Board You can learn more about the Product Vision Board by reading the article The Product Vision Board and watching the video Introduction to the Product Vision Board. Suppose you find yourself faced with a problem like declining engagement, poor retention, or low customer satisfaction.

Product Research 348

Product Research Product Strategy Strategy Research Software 348

Userpilot

OCTOBER 19, 2024

Include any bug fixes Inform users about any issues that have been resolved without overwhelming them with technical details. For example, if a bug causes the app to crash when uploading large files, simply communicating the problem and resolution can improve user satisfaction. Salesforce’s Winter 25 highlights.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Experience 105

UX Planet

MARCH 15, 2025

A Quick Look at theIndustry Analyzing personalization leaders like TikTok, Instagram, YouTube, Amazon, and Netflix provides valuable benchmarks: TikTok has set a benchmark with rapid responsiveness and hyper-personalized short-form video content, driving exceptional user sessionlengths.

Product Research 92

Product Research Data Visualization Feedback Software Analytic Tools 92

Userpilot

MARCH 30, 2025

1 Engagement DAU/MAU Understand daily and monthly active user engagement and overall app popularity. 2 Engagement Feature adoption Gauge user interest in new features and optimize feature development. 3 Engagement Average user session length Measure user interactions and identify areas for improved content or flow.

Analytic Tools 96

Analytic Tools Research Software Onboarding KPIs Data Visualization 96

Roman Pichler

SEPTEMBER 13, 2022

You can download both templates for free from my website , and you can find more guidance on how to apply them in the two videos below. The latter enables you to measure the product performance using key performance indicators (KPIs) like engagement, revenue, and customer satisfaction. A Cyclic Process.

Product Strategy 349

Product Strategy Strategy Vision Product Research 349

Product Talk

DECEMBER 21, 2022

You can watch the video of our conversation or check out a lightly edited version of the transcript below. If I’m trying to increase customer satisfaction, I can do anything and everything. Full Transcript. Teresa Torres: Hi, I’m Teresa Torres. Hope Gurion: And I’m Hope Gurion. Tweet This.

Product Research 309

Product Research User Testing Customer Satisfaction Customer Experience 309

Userpilot

JULY 11, 2023

The internet is flooded with customer experience videos you can watch and, maybe, learn something new or useful for your job. The problem is, the average video content tends to be mediocre and lacking in insightful information. Ramli John’s best practices on user onboarding. Bernard Marr’s customer experience trends.

Customer Experience 97

Customer Experience Customer Feedback Feedback Software User Testing 97

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.”. These are all “help first” communications, not really pressing people to become customers.

Customer Experience 217

Customer Experience Reporting Tools Research Software User Testing 217

Userpilot

OCTOBER 20, 2024

Attention Insight — an AI tool for heatmap analysis — encountered a roadblock with user activation during its free trial, where only 47% of users completed a heat map analysis. 47% increase in user activation rates , with heatmap creation jumping from 47% to 69%, and user engagement with key features increasing by 83%.

Onboarding KPIs 102

Onboarding KPIs Customer Experience User Testing Customer Feedback 102

Intercom, Inc.

MAY 26, 2022

FCR success looks different for every organization, but there’s no doubt that higher FCR equates to higher customer satisfaction overall. The industry standard ranks a good FCR rate between 70-75% meaning 25-30% of your communications with customers can be categorized as repeat calls. . What is a good FCR rate? .

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Userpilot

JUNE 29, 2024

The company needed a scalable onboarding solution without increasing its customer success team size. Solution : RecruitNow implemented Userpilot to create in-app onboarding flows with video tutorials and tooltips, supplemented by a resource center and automated localization. RecruitNow onboarding flow created in Userpilot.

User Testing 105

User Testing Feedback Software Analytic Tools Customer Experience 105

Alchemer Mobile

FEBRUARY 2, 2021

CREATE A PROMO VIDEO THAT CAPTURES THE ESSENCE OF YOUR APP IN A ONE-MINUTE PITCH. Once you’re happy with your messaging strategy based on early landing page and social feedback, it’s time to put it to a format that can be easily digested and shared by press and early customers alike. Need a hand getting started?

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

Userpilot

MAY 1, 2024

TL;DR User needs analysis refers to using various techniques to understand users’ aspirations, goals, and pain points. It helps you make data-driven decisions to enhance your product and keep up with changing user needs to improve user satisfaction. Usability testing can also come in handy. Book a demo now.

User Testing 110

User Testing Feedback Software Analytic Tools Research Software 110

Userpilot

JULY 17, 2023

Use segmentation to personalize support and improve customer satisfaction. Embrace AI-powered chatbots to deliver good customer service. Localize support for a better customer experience (it’s easier to use customer service software that allows automatic localization than hiring translators).

Reporting Tools 98

Reporting Tools Data Visualization Analytic Tools Feedback Software 98

Userpilot

NOVEMBER 14, 2024

Feature adoption (users who use more advanced features). Customer satisfaction score and customer loyalty (NPS). With Userpilot, you can segment users based on multiple criteria, including: Demographics, like age, language, or location. What metrics should you consider?

Data Visualization 105

Data Visualization Customer Experience Analytic Tools Customer Feedback 105

Userpilot

DECEMBER 31, 2024

Analytics reports like paths, funnels, and cohort tables for visualizing user behavior data. Session replays to see how users navigate your product. 15+ survey templates (NPS, CES, user satisfaction surveys, etc.) for collecting user sentiment data. NPS response tagging for analyzing qualitative feedback.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Userpilot

NOVEMBER 7, 2024

Flow automation : Simplify repetitive support processes by automating tasks like ticket routing and prioritization or collecting customer data. This frees up time for customer success managers to focus on more strategic tasks. Call/video recording and analytics. AI-generated summaries of customer conversations.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Intercom, Inc.

JUNE 15, 2021

Face-to-face conversations aren’t too plentiful these days, but you can use video calls for your one-on-one meetings, mentoring teammates, maintaining morale, and building relationships with your team while remote. Nurture your team with regular face-to-face conversations. Solved problems are the primary measure of progress.

Agile 235

Agile Feedback Software User Testing Customer Feedback 235

The Product Coalition

OCTOBER 30, 2023

Here is an example: Objective: Increase customer satisfaction by 10%. Key Results: Reduce the number of customer complaints by 50%. Increase the number of positive customer reviews by 20%. Increase the customer satisfaction score on our website by 3 points.

Roadmap 147

Roadmap Feedback Software Onboarding KPIs User Testing 147

Userpilot

APRIL 10, 2024

Investing in customer retention is cost-effective, reducing the need for constant new customer acquisition by nurturing existing relationships. Focusing on customer retention increases lifetime value by making loyal customers more receptive to upselling. An interactive flow to guide users through the initial setup.

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

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. What is the customer satisfaction score (CSAT)?

User Testing 105

User Testing Product Research Data Visualization Customer Experience 105

Alchemer Mobile

DECEMBER 31, 2020

Here are our top-read articles, most-watched videos, and highly-downloaded guides from the past year. VIDEO: Gap Inc. Q&A: Leveraging Mobile Customer Feedback to Drive Business Decisions. uses mobile customer feedback to make data-driven, cross-departmental decisions – specifically during coronavirus.

Data Visualization 147

Data Visualization Marketing User Testing Product Manager 147

Userpilot

MAY 27, 2025

Intuitive content creation and deployment: Users consistently praise Whatfix for its user-friendly interface, enabling quick creation of guides, videos, and PDFs without extensive technical expertise. These features help drive feature adoption, retention, and user satisfaction, making Userpilot ideal for customer-facing apps.

Technical Review 93

Technical Review Onboarding KPIs Analytic Tools Data Visualization 93

Userpilot

MAY 21, 2024

Read this article to discover 17 UX design principles to drive customer satisfaction and loyalty. TL;DR UX design identifies user needs, wants, and pain points and creates engaging products that enable them to achieve their goals. By following the principles, you can increase customer satisfaction, loyalty, and retention.

Data Visualization 105

Data Visualization User Testing Customer Experience User Experience 105

Intercom, Inc.

DECEMBER 6, 2022

My team is focused on building and aligning various channels of communication between customers and end users to enable faster resolution – mediums like messaging, email, video/voice, and social channels. We strive to help users reach their goals with ease, while making the process feel delightful. Increases efficiency .

Artificial Inteligence 129

Artificial Inteligence Feedback Software Data Visualization Customer Experience 129

Intercom, Inc.

FEBRUARY 3, 2022

He’s written New York Times best-selling books such as Talk Triggers and Hug Your Haters , hosted and spoken in hundreds of events, and founded Convince & Convert , a digital strategy consulting firm that helps businesses gain and keep more customers. It’s easier to test new customer acquisition strategies.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

Userpilot

MAY 9, 2024

Investing in customer happiness comes with tons of benefits, including: Increased customer satisfaction. Positive word of mouth from loyal customers. Increased customer lifetime value. Better competitive edge , making it easier to attract new customers. Use onboarding checklists to set users up for success.

Data Visualization 105

Data Visualization Reporting Tools Customer Experience Customer Feedback 105

Userpilot

JULY 8, 2024

And shows you how to optimize them for better conversions and higher customer satisfaction. TL;DR Customer journey touchpoints are moments or points of contact where customers interact with the product or brand. To identify the key touchpoints, first research customer expectations and needs. Let’s dive in.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

Userpilot

APRIL 21, 2024

Are you using in-app customer support to resolve your users’ issues faster and streamline the support process? By integrating customer support directly into your software app or website, you can: Boost user retention. Improve customer satisfaction. This practice favors both customers and employees.

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Embedded Analytics 98

Userpilot

APRIL 3, 2024

A resource center is a central hub of resources that helps your customers solve problems and learn more about your product. It reduces the load on your support team and improves customer satisfaction by providing self-service support. Gather user data from multiple sources to learn more about customers’ pain points.

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Product Innovation Educators

FEBRUARY 20, 2023

The x-axis is how fully the products meets the need (from 0% to 100%), and the y-axis is how much customer satisfaction or dissatisfaction results. I apply the Kano model, which is a categorization scheme for problems using three relevant categories: Performance benefits or features: You can plot this on a graph.

User Testing 273

User Testing Product Manager Product Management Data Visualization 273

Userpilot

MARCH 20, 2023

TL;DR Customer service trends refer to the ever-changing technologies, tools, and systems used to render support to customers. Staying up-to-date with modern trends helps you meet customer service expectations, and boost customer satisfaction , retention , and loyalty. Create and track custom events with Userpilot.

Reporting Tools 98

Reporting Tools Data Visualization Analytic Tools Research Software 98

Mind the Product

AUGUST 1, 2019

Today, those apps have seemingly endless ways for users to engage: video chat, send gifs, send emojis, send money, use a filter, buy and sell goods, play games, talk to bots, and more. On the flip side, the study found that customer satisfaction drops drastically when those same buyers have to learn too many features.

Reporting Tools 190

Reporting Tools Data Visualization Customer Experience Product Research 190

The Product Coalition

FEBRUARY 25, 2024

At a time when brick-and-mortar video rental stores dominated the market, Netflix offered unparalleled convenience and selection, allowing subscribers to order DVDs online and have them delivered to their doorstep.

Analytic Tools 141

Analytic Tools Entertainment Customer Experience Data Visualization 141

Userpilot

APRIL 22, 2024

Offering end-user support is beneficial to your business because it helps enhance the customer’s experience, improve customer satisfaction , build product loyalty , and reduce churn. There are different types of end-user support: Task-specific support. Improves customer satisfaction.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Userpilot

SEPTEMBER 8, 2024

Assisted support offers direct interaction with users for more complex issues, enhancing customer relationships and providing immediate help. Proactive support anticipates and resolves issues early, boosting customer satisfaction by demonstrating a commitment to their success.

Data Visualization 105

Data Visualization Onboarding KPIs Feedback Software Reporting Tools 105

Userpilot

AUGUST 24, 2024

” However, a qualitative analysis relies on text, graphics, or videos and explores “why” and “how” events occur. For instance, evaluating graphics, videos, text-based answers, or impressions. Ratio —categories with a specific order, equal intervals, and a true zero point, e.g., number of sessions per user.

Data Visualization 105

Data Visualization User Testing Product Research Analytic Tools 105