Userpilot

AUGUST 20, 2023

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. Create an in-app knowledge base that’s easily accessible from your app, resourceful, and curated for specific user segments.

Data Visualization 95

Data Visualization Analytic Tools User Testing Feedback Software 95

Userpilot

APRIL 21, 2024

Collect customer feedback to better understand product problems leading to support tickets. Conduct user flow analysis to learn how to optimize the user experience and thereby lower tickets. Create a knowledge base so customers can self-service solutions instead of contacting support.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Feedback 105

Userpilot

AUGUST 30, 2023

Use onboarding checklists to make users complete core tasks and experience the value of your product quickly. Implement an in-app knowledge base to provide support without relying on human labor. Create an AI chatbot to give users an alternative way to get help without having to search for answers.

Customer Experience 104

Customer Experience Feedback Software User Testing Analytic Tools 104

Userpilot

SEPTEMBER 8, 2024

It is convenient for users and reduces the workload on companies’ customer service teams. Here are some key examples: Knowledge base : A centralized online library that provides detailed articles, FAQs, and guides to help users troubleshoot issues and understand how to use the product effectively.

Data Visualization 105

Data Visualization Onboarding KPIs Feedback Software Reporting Tools 105

Userpilot

SEPTEMBER 10, 2024

TL;DR Digital adoption : Ensure users extract full value from your product features by measuring active users, feature usage, and product stickiness. Customer onboarding : Enhance the onboarding process using personalized experiences, checklists , and in-app guidance. Creating a CES survey with Userpilot.

Data Visualization 111

Data Visualization Analytic Tools Feedback Software Product Research 111

Userpilot

NOVEMBER 1, 2022

Some prefer getting help by turning to a self-serve knowledge base, whereas others want to talk to your team directly. Build a robust self-serve knowledge base that has a mix of helpful content, including videos and written guides. You can even show or hide relevant modules based on your customer’s needs.

Data Visualization 98

Data Visualization Feedback Software Analytic Tools Research Software 98

Intercom, Inc.

NOVEMBER 24, 2020

We put a lot of emphasis on the user experience and trying to make the onboarding as easy as possible and not time-consuming or complicated,” Chris says. At Klaus, customer support begins directly within the platform. “We Fostering a culture of being quick to respond.

Feedback Software 118

Feedback Software Customer Experience User Testing Technical Review 118

Userpilot

JANUARY 14, 2022

Other engagement metrics like retention rate , churn rate , NPS score , feature usage , and activation rate are required to understand your users better. Personalized onboarding for each customer segment creates meaningful user experiences and helps users reach their goals. Use in-app guides to educate your users.

Analytic Tools 98

Analytic Tools Data Visualization Feedback Software Customer Feedback 98

Userpilot

MAY 27, 2024

Act on customer feedback : Use in-app surveys to segment and address dissatisfied users. Build a resource center : Create a comprehensive in-app knowledge base to reduce friction. Reward loyal customers with exclusive beta access to new features : Offer beta access to top users to gather feedback and build loyalty.

Feedback Software 105

Feedback Software Analytic Tools User Testing Customer Feedback 105

Userpilot

JULY 29, 2021

A customer engagement solution helps you to build personalized interactions with users across each touchpoint in the customer journey based on the user’s needs, jobs to be done, and in-app behavior. In-app guides help your team to highlight new features, drive the desired behavior, and provide contextual support to your users.

Feedback Software 98

Feedback Software Analytic Tools Reporting Tools Customer Communications 98

Userpilot

MARCH 29, 2023

If you don’t have enough responses from your NPS survey, focus on closing the feedback loop. Factors that improve the Net Promoter Score A good user layout and experience. A clear and problem-free buyer journey or onboarding experience. A diagram of a customer feedback loop.

Product Research 94

Product Research Customer Feedback Customer Experience Onboarding KPIs 94

Userpilot

JULY 21, 2022

Userpilot is a code-free solution that allows you to create in-app guidance and in-app knowledge bases to provide self-support and enhance the customer experience. What is customer experience (CX) in SaaS? Tooltips are in-app contextual messages that guide customers through their user journey with minimal friction.

Feedback Software 98

Feedback Software Customer Experience Reporting Tools Data Visualization 98

Userpilot

NOVEMBER 20, 2022

Then, you can display relevant content to your segments based on what they need and what will give them value. Offer self-service support options to meet customer expectations, while also removing friction in the support experience. Apply user psychology principles , like the Zeigarnik Effect, to your CX.

Customer Experience 98

Customer Experience User Testing Customer Feedback Embedded Analytics 98

Userpilot

OCTOBER 16, 2022

Collect active and passive feedback , act on it, and close the feedback loop. For the best user experience, combine all the self-help resources in an easily accessible knowledge base. That’s why collecting feedback is useless if you don’t close the feedback loop.

User Testing 98

User Testing Feedback Software Research Software Analytic Tools 98

Userpilot

MAY 23, 2023

Example: Tools like Zendesk or EliseAI can help you launch AI chatbots that will suggest relevant content, videos, or documentation to help solve user issues. It’s much more engaging than trawling through a knowledge base. Provide localized customer experiences in-app What is this? Closing the customer feedback loop.

Analytic Tools 98

Analytic Tools Feedback Software Research Software Customer Experience 98

Userpilot

AUGUST 23, 2021

NPS software tools make this scalable with automatic, personalized messages that trigger based on a user’s NPS response. In-app experiences are more likely to engage customers than emails. Consider offering in-app support such as knowledge bases , to help address customers' struggles. Also, in-app surveys (eg.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization User Testing 98

Userpilot

MAY 20, 2024

To design an effective SaaS customer experience, you need to remove the barriers that prevent users from realizing the value of your product. But how exactly can you build a seamless user experience that increases product engagement and growth? Thus, customers are more likely to stay engaged with your app.

Customer Experience 105

Customer Experience Analytic Tools Feedback Software User Testing 105

Userpilot

MARCH 7, 2022

Provide FAQs and a knowledge base to help customers find solutions to their problems. Customer onboarding uses welcome emails, product setup guides , feature callouts , knowledge base articles, walkthroughs , and other elements to help customers get familiar with the product. What is customer onboarding?

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

Userpilot

SEPTEMBER 15, 2021

Micro surveys are a great way to collect customer feedback and optimize your product and improve users' engagement in SaaS. Creating a knowledge base is an excellent way to keep your users engaged while helping them solve their product-related problems. Take the post churn feedback, for example.

Feedback Software 98

Feedback Software User Testing Customer Feedback Customer Experience 98

Userpilot

MAY 13, 2024

On a scale of 1 to 10, how satisfied are you with your overall experience using our product? Best practices for feedback collection involve triggering the surveys in context, keeping them short, avoiding leading questions, and closing the feedback loop. knowledge base, help center) during the onboarding process?

Customer Feedback 105

Customer Feedback User Testing Feedback Software Product Research 105

Userpilot

JANUARY 26, 2023

Set event-based triggers to automate the process and send the survey at the most relevant time for the customer. Follow up after the survey and inform customers of any changes to close the feedback loop. Want to set up a real-time customer feedback system? What is real-time customer feedback?

Feedback Software 98

Feedback Software Customer Feedback Customer Experience User Testing 98

Userpilot

OCTOBER 26, 2023

That’s because users may not be able to realize the product value on their own. Nevertheless, PLG tactics can massively improve user experience in such products. Personalized onboarding allows users to learn how to use the product and reduce time to value. Have a complex product but still want to use PLG tactics?

Analytic Tools 103

Analytic Tools Feedback Software Product Research Data Visualization 103

Userpilot

JANUARY 15, 2024

This creates a feedback loop that you can use to drive continuous improvement. It includes features like: Multi-channel helpdesk Live chat capabilities Knowledge base builder Support ticketing system Analytics reporting Community forums Sales CRM (Zendesk Sell) Source: Zendesk.

Analytic Tools 101

Analytic Tools Feedback Software Reporting Tools Data Visualization 101

Userpilot

APRIL 22, 2024

Incorporating gamification like badges and progress bars to make the user experience more engaging. Using targeted in-app messages to guide users through key features effectively. Providing educational content to keep users engaged and informed. Triggering upsells strategically based on user engagement and value addition.

Analytic Tools 99

Analytic Tools Feedback Software Research Software Customer Experience 99

Userpilot

MAY 21, 2024

Collect feedback across the journey : Gather feedback at different stages of the customer journey to help refine services and meet customer expectations more effectively. Leverage customer data for proactive service : Analyze customer data to anticipate and address potential issues before they impact the user experience.

Data Visualization 105

Data Visualization Customer Experience User Testing Customer Feedback 105

Userpilot

AUGUST 2, 2023

Remove friction and elevate the customer experience with self-service support A self-service knowledge base reduces the number of customers that become disengaged from the lack of an efficient support system. Target only users that haven’t adopted the feature and end your content with a CTA that directs them to try it.

Feedback Software 97

Feedback Software User Testing Customer Experience User Friction 97

Userpilot

MARCH 27, 2023

Sending an NPS survey after a customer service interaction to rate your support agent’s effectiveness, and the quality of your customer service process, and find common problems you can address in your knowledge base. When should you send an NPS survey? When to send relational NPS surveys?

Product Research 98

Product Research Feedback Software Customer Experience Data Visualization 98

Userpilot

OCTOBER 15, 2022

Routinely collect customer feedback to get a first-hand look at what customers want from their experience. Act on their feedback, then close the feedback loop by notifying them of the changes. Embrace video storytelling and embed it into your product experiences. Customer feedback survey.

Customer Experience 98

Customer Experience B2B User Testing Customer Feedback 98

Userpilot

OCTOBER 21, 2022

Which is a gentle way to announce minor pricing updates without disrupting the user experience: Announcement banner example on Storychief’s website. Ask for customer feedback and act on it. For this reason, collecting feedback is useless if you don’t close the feedback loop.

Feedback Software 98

Feedback Software User Testing Customer Experience Customer Feedback 98

Userpilot

AUGUST 5, 2023

Then you should analyze feedback patterns to identify if there are any common sentiments or themes from the customers. You should close the feedback loop by acknowledging customer feedback and taking appropriate actions to address their concerns or suggestions. Analyze NPS responses in Userpilot.

Data Visualization 98

Data Visualization Product Research Feedback Software Analytic Tools 98

Userpilot

DECEMBER 13, 2022

To avoid this issue, create a self-serve knowledge base that provides users with quick access to in-app help that doesn’t interrupt product use. This is a proactive tactic that aims to prevent users from becoming detractors by removing the friction from the customer experience.

Customer Experience 98

Customer Experience User Testing Customer Feedback Feedback Software 98

Userpilot

JUNE 22, 2023

Use interactive walkthroughs to guide users in-app Interactive elements such as tooltips , pop-up messages, etc., make the onboarding process more engaging and enjoyable for users. You can use interactive walkthroughs in your product to enhance the user experience. User experience survey setup in Userpilot.

Data Visualization 98

Data Visualization Feedback Software Analytic Tools Customer Experience 98

Userpilot

JULY 18, 2022

Checklists should include 3-4 steps to help users get started and reach their Aha moment. Gamifying the app and adding fun elements to your product significantly improves the user experience and drives repeated engagement. Some users sign up and forget about your app. On-demand resource center created with Userpilot.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

Userpilot

FEBRUARY 21, 2023

Offer self-service support with an in-app knowledge base. Invite your user base to a webinar where they can learn to use complex features. But since such freedom can lead users to face an obstacle, you need to have the answers ready in a self-service portal. Userpilot’s in-app knowledge base.

Analytic Tools 97

Analytic Tools Feedback Software Research Software Data Visualization 97

Userpilot

MARCH 25, 2024

It involves anticipating and preventing problems before a user reaches out for help. For example, you may include an in-app knowledge base with in-depth articles, how-to guides, and even video tutorials to help users answer any questions they may have about your product. Create an in-app knowledge base with Userpilot.

Customer Experience 104

Customer Experience User Testing Customer Feedback Data Visualization 104

Userpilot

FEBRUARY 21, 2023

Offer self-service support with an in-app knowledge base. Invite your user base to a webinar where they can learn to use complex features. But since such freedom can lead users to face an obstacle, you need to have the answers ready in a self-service portal. Userpilot’s in-app knowledge base.

Analytic Tools 91

Analytic Tools Feedback Software Research Software Data Visualization 91

ProductPlan

AUGUST 12, 2024

Advance Admin Management Organize users into teams, with multiple admins to enforce standardization with a centralized tag manager. Single Sign On Enhance security and streamline the user experience SCIM (System for Cross-domain Identity Management) Automate the exchange of user identity information.

Reporting Tools 52

Reporting Tools Feedback Software Analytic Tools Data Visualization 52