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. TL;DR A resource center provides tailored content to aid users in problem-solving your product.

Feedback Software 92

Feedback Software Analytic Tools Research Software Data Visualization 92

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. The future of support is here.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. 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. What is proactive customer support?

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

Userpilot

NOVEMBER 6, 2023

If you want to retain customers, you can’t afford customer experience gaps – it’s that straightforward. In today’s competitive landscape, customers aren’t just buying a product. They want to buy a seamless experience throughout their customer journey. – Analyze your funnel to identify any drop-off point.

Customer Experience 82

Customer Experience Feedback Software Customer Feedback Data Visualization 82

Userpilot

MARCH 17, 2023

Your product needs to serve your customers, and a customer needs and wants analysis helps to ensure you are addressing all customer pain points. These insights can inform your product development and keep a pulse on any changes in your customer’s needs and wants. What are customer needs and wants?

Data Visualization 95

Data Visualization Customer Feedback User Friction User Testing 95

Userpilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. Want to reduce customer churn?

Feedback Software 94

Feedback Software Research Software User Testing Customer Experience 94

Userpilot

APRIL 15, 2024

Left unaddressed, customer communication pain points can cause dissatisfaction and eventual churn. We cover: Types of customer pain points. How to identify customer pain points. Six common customer pain points. Better customer support. Increased retention.

User Friction 98

User Friction Customer Communications Analytic Tools Feedback Software 98

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. Purchase data to find conversion drivers that influence users to purchase a plan or upgrade.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Research Software 85

Userpilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. TL;DR Customer retention is the ability to keep your customers actively using their products. Key metrics to measure customer retention include customer retention rate , customer churn rate , customer acquisition cost, and customer effort score.

Onboarding KPIs 86

Onboarding KPIs Customer Experience Feedback Software Analytic Tools 86

Userpilot

JANUARY 11, 2024

TL;DR FinTech onboarding involves welcoming new users to your FinTech app and helping them get started with it. A stellar FinTech onboarding process builds user trust , improves the customer experience , and reduces customer churn. to assist customers at all times. Mercury creates a custom URL for your company.

Onboarding KPIs 99

Onboarding KPIs Customer Experience Feedback Software User Testing 99

Userpilot

OCTOBER 2, 2023

Use generative research methods to determine what content types users favor in knowledge bases. You can use exit interviews and surveys for generative research to improve customer churn by uncovering issues. Here’s a breakdown of methods: User Interviews : One of the most direct ways to understand user needs.

User Testing 104

User Testing Product Research Research Software Feedback Software 104

The Product Coalition

MARCH 3, 2023

Time to prioritize the whole Customer Journey (CJ). Products that delight customers and fuel growth loops are essential. But with the rise of digital channels, customers interact with businesses in multiple ways that drive the overall experience. It’s about Customer-Led Growth. It’s all the above simultaneously.

Customer Experience 126

Customer Experience Customer Feedback User Testing User Friction 126

Userpilot

MAY 16, 2023

Looking to implement the top customer engagement trends in 2023 for your SaaS business? This article has compiled the top 13 SaaS customer engagement trends you should follow in 2023 to help you navigate the emerging trends. TL; DR Customer engagement refers to the active interaction between customers and products.

Analytic Tools 96

Analytic Tools Feedback Software Research Software Data Visualization 96

Userpilot

JULY 20, 2023

Wondering how to reduce customer churn rate for your business? Attrition is the bane of every subscription business; low retention rates will result in a duce and the customer lifetime value and revenue will plummet. The main reasons for customer churn are: Bad product-customer fit. Bad customer service.

Customer Experience 86

Customer Experience Feedback Software Analytic Tools Data Visualization 86

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. TL;DR A customer engagement strategy is a comprehensive plan by SaaS companies to interact with customers and build long-lasting relationships.

Feedback Software 82

Feedback Software User Testing Customer Experience User Friction 82

Userpilot

APRIL 11, 2023

Understanding the average customer retention rate for your industry is critical to determining the health of your business. It tells you whether your customer retention rate is too low or just good enough. If customers are the lifeblood of any business, then customer retention is the glue that holds it all together.

Feedback Software 96

Feedback Software Analytic Tools Data Visualization User Testing 96

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 personalized experience.

Data Visualization 95

Data Visualization Feedback Software Analytic Tools Research Software 95

Userpilot

MARCH 21, 2024

When done properly, learning how to optimize customer activity cycle can build lasting relationships and drive growth. Let’s explore the customer lifecycle, its role in SaaS, and the key strategies to enhance each stage of the cycle. Customer lifecycle management helps you sustain growth by building a loyal customer base over time.

User Testing 98

User Testing Analytic Tools Research Software Feedback Software 98

Userpilot

DECEMBER 13, 2022

If you’re interested in driving product growth , you need to learn to remove it from your customers’ life. Reducing friction points in your product and business will: Streamline the sales process. Help customers adopt your tool faster. Result in improved customer experience. Map your customer journey.

Analytic Tools 85

Analytic Tools Research Software Feedback Software Data Visualization 85

Userpilot

NOVEMBER 24, 2022

Have you ever wondered why SaaS companies are spending so much on self-service solutions and customer education programs? Well, enabling customer success is just about one of the highest ROI activities you can do. Customer education is the discipline of teaching customers how to use and get value from your product.

Feedback Software 93

Feedback Software Analytic Tools Reporting Tools Data Visualization 93

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Userpilot

NOVEMBER 22, 2022

How can your product marketing team ensure you create the right content to help customers get value? With a well-defined customer education strategy. In this article, we’ll cover: What a customer education strategy is and what it includes. The main benefits of creating a customer education program.

Education 91

Education User Testing Customer Feedback Customer Experience 91

Userpilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. The renewal process begins immediately after a user signs up for your product.

Feedback Software 90

Feedback Software Analytic Tools Customer Experience Customer Feedback 90

Userpilot

NOVEMBER 28, 2022

Interactive self-serve guides are getting popular for a good reason: customer service takes a lot of effort and careful planning, so any simplified way is welcome. To be effective with customer service, companies have to consider the product, audience, and the major channels customers like. What is customer self-service?

Feedback Software 94

Feedback Software Customer Experience Analytic Tools Embedded Analytics 94

Userpilot

JANUARY 9, 2023

Every good product marketer knows; the only thing better than acquiring new customers is retaining existing customers. Can personalized retention marketing grow your customer’s lifetime value and customer retention rate? What personalized customer retention strategies are open to you? Let’s begin!

Feedback Software 91

Feedback Software Analytic Tools Research Software Customer Experience 91

Userpilot

MAY 23, 2023

The rise of AI is grabbing headlines across the globe at the moment and the world of customer experience is no less. In this article, we’re going to unpack how AI customer experience can completely transform how people engage with your SaaS. AI can greatly improve the customer experience. What is AI customer experience?

Analytic Tools 86

Analytic Tools Feedback Software Research Software Customer Experience 86

Userpilot

OCTOBER 31, 2022

Want to analyze customer needs in a way that will benefit your business? In this article, we feature the nitty-gritty of customer needs — from the fundamental meaning and types of customer needs to the most efficient method for conducting a customer needs analysis and acting on customer data for business growth.

Data Visualization 94

Data Visualization Analytic Tools User Testing Feedback Software 94

Userpilot

SEPTEMBER 8, 2022

You will also know how different it is from a knowledge base, as well as some of the best examples that can help you create one. A help center is an in-app self-serve support system designed to help customers solve their problems inside the product. A help center, thus, supports customers when they’re stranded.

Feedback Software 95

Feedback Software Customer Experience User Testing Customer Feedback 95

The Product Coalition

APRIL 8, 2024

Curiosity and Problem-solving As a technical support agent, you’re curious about customer problems and deeply investigate to get to the bottom of the issues and find solutions. Instead of solving problems one customer at a time, you’ll solve bigger problems that impact an entire user base. There’s always a downside.

Product Management 108

Product Management Product Manager Customer Experience User Friction 108

Userpilot

OCTOBER 20, 2022

In this article, we’ll discuss 10 strategies you can use to improve your Net Promoter Score and thus increase customer satisfaction and loyalty. The Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty. It helps you track customer satisfaction and loyalty. Book a demo to learn more about it.

Feedback Software 95

Feedback Software Analytic Tools Research Software User Testing 95

Userpilot

FEBRUARY 4, 2023

When it comes to customer retention , figuring out how to wow a customer is crucial. After all, how can you expect to keep existing customers if you’re not able to meet (or exceed) customer expectations? TL;DR “Wowed” customers are more likely to be loyal to your brand and make additional purchases in the future.

User Testing 83

User Testing Customer Experience Customer Feedback Feedback Software 83

Userpilot

JUNE 29, 2022

How many customer segmentation tools are out there? Then how do you determine the best one for customer segmentation analysis to uncover product growth opportunities? Here, we have listed a few popular customer segmentation software options and described their pros and cons. What is a customer segmentation tool?

Analytic Tools 95

Analytic Tools Research Software Data Visualization Reporting Tools 95

Userpilot

NOVEMBER 24, 2022

How should product managers handle customer requests to improve customer satisfaction and drive value for users and the business? Customer requests are queries about your product. Some of them are solved quickly by customer support while others involve the development of new functionality. Book the demo !

Feedback Software 88

Feedback Software User Testing Product Research Customer Experience 88

Userpilot

DECEMBER 3, 2022

What role does customer lifecycle management play in SaaS? How do you increase engagement at each stage of the customer lifecycle? In this blog post, we’ll explore five stages of the customer lifecycle in detail and offer tips on how to boost engagement at each one. What is the customer lifecycle?

Feedback Software 94

Feedback Software Analytic Tools Data Visualization Customer Feedback 94

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

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. This article shows you various ways to calculate churn, make sense of the data, and create proactive solutions to retain more customers. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

User Testing 86

User Testing Feedback Software Data Visualization Customer Feedback 86

Userpilot

DECEMBER 11, 2022

A B2B marketing strategy is any marketing activity aimed at turning other companies into customers. Next, you need to formulate your key message using your customers’ pain points and their resolvent with your product. Defining your target audience helps you reach your potential customers with the right channels.

B2B 96

B2B Feedback Software Product Marketing Customer Experience 96