Userpilot

AUGUST 20, 2023

Following the proactive approach enhances the customer experience, increases product engagement , improves customer retention , and leads to more customer satisfaction and loyalty. There are eight ways to deliver proactive customer service as a SaaS business: Use in-app guidance to introduce core features to new users during their onboarding.

Data Visualization 95

Data Visualization Analytic Tools Feedback Software User Testing 95

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. And what are some of the best practices and examples across the customer journey? Introduce yourself with an onboarding video after signing up.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Userpilot

MAY 21, 2024

Additionally, the annual churn rate is a critical metric that quantifies the percentage of customers lost over a year, offering insights into long-term customer satisfaction and loyalty. It’s a key metric for assessing customer satisfaction and retention. Understanding why customers churn is crucial for retention strategies.

Data Visualization 52

Data Visualization Onboarding KPIs Analytic Tools Feedback Software 52

Userpilot

MARCH 23, 2023

In this blog post, we’ll discuss different NPS survey questions and best practices to collect valuable feedback from your customer base. TL;DR Product NPS (Net Promoter Score) surveys are used to collect feedback on customer loyalty and satisfaction. What is product NPS? Want to see how it works in practice?

Product Research 98

Product Research User Testing Feedback Software Customer Feedback 98

Intercom, Inc.

MAY 1, 2019

Every product design project is a bit like climbing a hill. This is a story of climbing uphill for Product Tours , our recently launched onboarding tool. A high-quality customer onboarding experience is crucial for long-term growth of a business. Starting in broad strokes.

Feedback Software 143

Feedback Software Onboarding KPIs Research Software User Testing 143

Userpilot

JUNE 10, 2024

Following UX best practices is essential to make the product experience more intuitive and efficient. But which strategies are worth following to improve product engagement ? TL;DR UX design —short for User Experience Design—focuses on creating products that offer meaningful and relevant experiences to users. Accessibility.

Customer Experience 101

Customer Experience User Testing User Experience Customer Feedback 101

Userpilot

SEPTEMBER 12, 2022

It’s aimed to understand how likely customers are to recommend your product to a friend/colleague on a scale of 1-10. tNPS surveys are commonly sent after free trial activation, completion of onboarding process, end of free trial, customer service interaction, and a product update or new feature release.

Feedback Software 98

Feedback Software Product Research Onboarding KPIs User Testing 98

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

MAY 27, 2024

Loyalty segmentation helps you to tailor products, support, and marketing efforts by categorizing customers based on their loyalty levels. TL;DR Customer loyalty is a measure of how committed customers are to your product or service. For example, you’ll need a robust tool to handle data privacy concerns and collect data efficiently.

Data Visualization 105

Data Visualization Product Research User Testing Customer Experience 105

Userpilot

JULY 13, 2023

It informs you whether your product growth is fine or if you should make tweaks to improve results. In this article, we’ll go through how to measure growth of a company by delving deep into the basics, relevant metrics, and each necessary company growth rate formula.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 98

Alchemer Mobile

JULY 13, 2021

What is product experience? Product experience refers to the customer journey that takes place within the product itself, from a person’s first login to their last time using the application. It is a broader, more end-to-end view of user experience, which refers to specific interactions a person has within a product.

Customer Experience 230

Customer Experience User Testing Onboarding KPIs Product Research 230

Userpilot

AUGUST 21, 2021

Wondering why your shiny new features are not getting enough user engagement? After spending months building a new feature, it is such a bummer to see users not adopting it as much as you thought they would. A product is only as good as its features. This is once they are engaged with the core features.

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs Product Research 98

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. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Analytic Tools 99

Analytic Tools Feedback Software Research Software Customer Experience 99

The Product Coalition

JANUARY 24, 2021

A flexible framework for one of today’s most important business documents “A great product manager has the brain of an engineer, the heart of a designer, and the speech of a diplomat.”?—?Deep Just like the role of a product manager can vary significantly from company to company, so can? So what goes into a product spec?

Onboarding KPIs 128

Onboarding KPIs User Testing Customer Experience Feedback Software 128

Userpilot

MAY 21, 2024

Activation : When new users become active users through onboarding processes or live demos. Adoption : The phase where customers start using your product regularly. Expansion and Advocacy : When customers purchase additional products through upsells , and share their positive experiences.

Data Visualization 105

Data Visualization Customer Experience User Testing Customer Feedback 105

Userpilot

AUGUST 29, 2022

With sentiment analysis, you can discover essential customer insights, identify customer pain points, and modify your products and services accordingly. Customer sentiment is how your customers feel about your products, services, and or your brand in general. Collect direct customer feedback. What is customer sentiment in SaaS?

Feedback Software 98

Feedback Software Customer Experience Customer Feedback Product Research 98

Userpilot

SEPTEMBER 16, 2021

Looking for the right SaaS product management metrics that offer valuable product growth insights ? Defining and tracking key metrics is an integral part of the product management process. In this article you’ll learn about: Ways to measure SaaS products. Activation metrics you can track: activation rate.

Onboarding KPIs 98

Onboarding KPIs Feedback Software Analytic Tools Customer Feedback 98

Userpilot

NOVEMBER 27, 2023

Both metrics are important to track if you want to implement a successful product retention strategy. In this article, we will cover: Formulas to calculate each of these metrics. Other important metrics related to churn and retention efforts. Close the feedback loop so customers know their opinions matter.

Product Research 102

Product Research Data Visualization Feedback Software Analytic Tools 102

Userpilot

JANUARY 26, 2023

Customer feedback is an invaluable resource for SaaS businesses. The more effectively you manage customer feedback and incorporate it into your product, the more valuable it becomes to your customers. One of the most powerful types of user sentiment is real-time customer feedback. What is real-time customer feedback?

Feedback Software 98

Feedback Software Customer Feedback Customer Experience User Testing 98

The Product Coalition

FEBRUARY 23, 2019

Got Metrics? Metrics that use business relevant data alongside intuitive trending and straightforward analysis provide a strong foundation when managing strategy It took about thirty minutes to get everything together. In only three minutes my executive derailed the effort by asking: “We have metrics, right?” Happiness 2.

Onboarding KPIs 60

Onboarding KPIs Product Research User Testing Weak Development Team 60

Userpilot

SEPTEMBER 16, 2022

Looking for customer focus examples to inspire your company toward being customer-centric? This article will not only show you examples but also reveal strategies for being fully customer oriented. A customer-focused culture prioritizes customers over products. Segment users and provide hyper-personalized product experiences.

User Testing 98

User Testing Customer Feedback Customer Experience Feedback Software 98

Userpilot

SEPTEMBER 1, 2021

Looking for some SaaS Product Marketing examples you could implement to drive growth for your product ? In this article, I've included both the SaaS marketing best practices and 19 best SaaS marketing examples to illustrate how others do it. Keep users in the loop with informative newsletters. Let’s jump in.

Feedback Software 98

Feedback Software Research Software User Testing Customer Feedback 98

Intercom, Inc.

MARCH 16, 2021

With the right strategy and proactive support tools – think Outbound Messages , Product Tours , Mobile Carousels , and Banners – you can alert customers to known issues, like delivery delays, bugs in your product, and website downtime. Create a customer feedback loop. Quantitative data is meaningful.

Data Visualization 201

Data Visualization Onboarding KPIs User Friction Outbound 201

Userpilot

JULY 17, 2023

How to choose the right product team structure for your SaaS? We also look at: Responsibilities of product teams Key roles you may want to include Different ways to structure your team Examples of different structures Let’s get right to it! In structure by metrics, different teams work to improve different KPIs.

Analytic Tools 98

Analytic Tools Feedback Software Research Software Product Research 98

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. Time to live.

Feedback Software 98

Feedback Software Research Software Onboarding KPIs Customer Experience 98

Userpilot

MAY 22, 2023

A CX strategy should encompass every interaction and engagement layer between your customers and your SaaS product. Customer feedback data at various touchpoints and later close the feedback loop by analyzing feedback and taking action. User persona example – Userpilot.

Data Visualization 96

Data Visualization Analytic Tools Feedback Software Product Research 96

Userpilot

MARCH 29, 2023

If you don’t have enough responses from your NPS survey, focus on closing the feedback loop. A clear and problem-free buyer journey or onboarding experience. It shows how likely customers are to recommend your products/store to their peers on a scale from 0 (very unlikely) to 10 (very likely). How to calculate NPS.

Product Research 94

Product Research Customer Feedback Customer Experience Onboarding KPIs 94

Userpilot

AUGUST 2, 2023

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. Engage users right from the start of their journey with onboarding checklists. Improve feature engagement with interactive walkthroughs.

Feedback Software 97

Feedback Software User Testing Customer Experience User Friction 97

Userpilot

JANUARY 15, 2024

Userpilot, Zendesk, and LiveAgent are the three best tools to consider when trying to improve the customer experience for those using your fintech products or services. This creates a feedback loop that you can use to drive continuous improvement. Want to improve your fintech customer experience?

Analytic Tools 101

Analytic Tools Feedback Software Reporting Tools Data Visualization 101

Userpilot

JULY 9, 2023

If you’re a UX designer or product manager wondering how to deliver a better product in terms of usability and user experience, this is the article for you. Card sorting and fake door testing are useful testing methods before the product launch. Let’s get right to it! Let’s get right to it!

User Testing 97

User Testing Product Research Customer Experience User Experience 97

Userpilot

SEPTEMBER 11, 2023

It, along with product analytics , offers a comprehensive view of your customers and products and lets you make better data-driven decisions. Increased customer lifetime value by analyzing customer behavior and tailoring product offerings accordingly. Ideas from feature request surveys for developing product roadmap.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Customer Feedback 105

Userpilot

JULY 30, 2023

Customer retention vs acquisition cost: Which metric matters more? So let’s see when you should prioritize one metric over the other and how you can boost your customer retention rates. The higher the customer retention rates, the more customers are satisfied with your product, and vice versa.

Customer Experience 98

Customer Experience Customer Feedback User Testing Data Visualization 98

Userpilot

SEPTEMBER 12, 2022

You can’t measure customer delight with one metric. Instead, you can track the following metrics to get the full picture: NPS , so you can see how many loyal customers you’ve built. Collect active and passive feedback from your app, implement it, and communicate it to close the feedback loop.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Userpilot

JULY 27, 2023

Are you a results-driven product manager looking for the best product retention strategies for SaaS growth? When it comes to early-stage customer retention strategies, you have several ideas to try out: Personalizing the onboarding experience to shorten time to value. Collecting feedback and closing the loop to build trust.

Product Research 97

Product Research Onboarding KPIs Customer Experience Data Visualization 97

Userpilot

APRIL 21, 2024

Improve support team morale – Fewer tickets means more time for your support team to be productive. Drive customer satisfaction – When customers get help quicker, their satisfaction with your product goes up. Communicate product news with in-app messages so customers don’t inquire about them via tickets.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Feedback 105

Userpilot

MARCH 24, 2021

Defining your product strategy is the most important aspect of deciding to build something new. It helps your entire team rally around a vision and a set of outcomes, making sure everyone is aligned in reaching those product growth goals. What is a product strategy? How do you set a product vision?

Product Research 119

Product Research Onboarding KPIs Product Strategy User Testing 119

The Product Coalition

NOVEMBER 26, 2019

Managers and product managers are often frustrated by the apparent lack of care the development team is showing for the needs of the business. When a long-awaited product or feature finally launches, it often comes well short of the needs. For many organizations the solution is product management. The bigger context?—?users,

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Onboarding KPIs Product Research Agile User Testing 78