The Product Coalition

NOVEMBER 4, 2020

These are our improv techniques for conducting user interviews, consolidating user pain points to create solutions, humanizing your customers, and working with your team to bring it all home. And if we’re getting into the product world, don’t steamroll your customer! You can follow her on Twitter @Bgronz.

Article 205

Article Product Management Product Manager User Friction 205

Intercom, Inc.

MARCH 5, 2018

A recent HBR study analyzed 1.25 At Intercom, we’re always experimenting with new ways to deliver a better user experience through live chat and have learned a couple of lessons from more than 20,000 customers using our chat solutions. In Sales, timing is everything. Be selective. of automation and human connection.

Customer Experience 204

Customer Experience User Friction Product Research User Testing 204

Mind the Product

AUGUST 10, 2017

Brian Crofts , VP of Product at Pendo, believes uncovering and understanding client pain points allows him to build products that truly resonate. Brian joined Pendo from Namely, and formerly from Intuit, where he started his career in finance before finding his passion for product.

Customer Feedback 161

Customer Feedback Data Visualization Research Software User Testing 161

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Onboarding KPIs 191

Onboarding KPIs Data Visualization Customer Experience User Friction 191

UX Planet

MARCH 3, 2025

7 Best Landing Page Design Practices to Boost Conversions Landing pages are vital for businesses aiming to convert visitors into customers or leads. The evidence leans toward continuous A/B testing and fast loading times (under 3 seconds on mobile) to enhance user experience and conversions. 5 by over 1,000 customers.

User Testing 59

User Testing Research Software Data Visualization Reporting Tools 59

Intercom, Inc.

SEPTEMBER 18, 2019

Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. Live chat messages can be customized and triggered based on a user’s search intent or completed events. It’s all about context.

Marketing 36

Marketing Research Software Customer Communications Data Visualization 36

UX Studio

SEPTEMBER 15, 2017

Luckily, I gathered the most useful UX research methods for doing qualitative and quantitative studies. This highly qualitative UX research method helps to get to know users personally. It finds pain points. Collect more insights and pain points which may not come up with other methods. Diary study.

Product Research 107

Product Research User Testing Research Software UX 107

Userpilot

MAY 20, 2024

Wondering how to improve customer retention? The article shares 20 actionable customer retention strategies for your SaaS! TL;DR Customer retention is your ability to keep users using the product. Offer personalized onboarding experiences to help users quickly realize product value.

Data Visualization 105

Data Visualization Embedded Analytics Analytic Tools Customer Feedback 105

Userpilot

JANUARY 8, 2024

With the right customer acquisition strategies, you can convert potential customers to paying users and set the stage for turning them into long-term loyal users. As you read on, you will learn: The power of search engines, content marketing, and existing user testimonials and how to leverage them to win new users.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Customer Experience 105

UX Studio: Product Management

JANUARY 29, 2020

We conducted user research for the site and we will share what we’ve learned from it in the following case study. With this revamp, senior management hoped to achieve a radical improvement in their user experience, as opposed to the incremental refinements they had been working on in recent times.

User Testing 75

User Testing Product Research Research Software Customer Experience 75

Userpilot

MAY 29, 2024

Cuvama, a value selling platform, helps sales and customer success teams identify pain points, sell outcomes, and reinforce success. For this to actualize, Cuvama first needed to guide its users towards adopting its product and using it effectively to achieve success. Things looked brighter just from the demo call.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Customer Experience 105

Userpilot

OCTOBER 24, 2022

Gathering meaningful insight from your customers is a challenge for any product manager: what you need is a handy user persona survey template to help you capture it… We’re here to help! In this article, we’re going to explore how user personas can help you gather and utilize customer insight more effectively.

User Testing 98

User Testing Customer Feedback Research Software Feedback Software 98

Userpilot

JULY 22, 2024

Gather data through focus groups, surveys , interviews, and experiments to build accurate, data-driven user personas. Perform competitive analysis by identifying competitors, studying their offerings, and conducting a SWOT analysis to find market gaps. It attracted a diverse user base and achieved significant market penetration.

Research Software 102

Research Software Positioning Data Visualization Definition 102

Userpilot

MAY 20, 2024

The customer sentiment score can help you tell how well-perceived your brand is. Let’s explore the customer sentiment score, how to measure it with user feedback , and what strategies you can execute to elevate the customer experience. But how can you measure and improve it? A good sentiment score varies by industry.

Data Visualization 105

Data Visualization Feedback Software Customer Feedback Customer Experience 105

Userpilot

JULY 8, 2024

Looking for examples of customer journey touchpoints? 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. How do you identify customer touchpoints?

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

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 98

Data Visualization Feedback Software Analytic Tools Research Software 98

Userpilot

MARCH 30, 2025

Integrate product-led growth in your acquisition strategy I said earlier that you shouldnt rely on your product alone to attract mobile users. But it doesnt mean its not worth implementing product-led strategies to compel users to convert into paid customers and increase the reach of your app organically. Leverage video content.

Research Software 62

Research Software User Testing Customer Experience Customer Feedback 62

Userpilot

JULY 29, 2024

TL;DR Product marketing is the process of introducing a product to a market and acquiring customers for it. To create a successful product marketing strategy, you need to set tangible goals, create user personas to understand your target audience better, and develop messaging that showcases your unique value proposition.

Research Software 104

Research Software Feedback Software Product Marketing Reporting Tools 104

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 157

Customer Experience User Testing Analytic Tools Feedback Software 157

Userpilot

AUGUST 6, 2024

There’s no product growth without customer engagement. No matter how intuitive and valuable your product is, customers always need a bit of a nudge to experience its benefits and start using it as a go-to solution to their problems. TL;DR Customer engagement involves all interactions with customers along their journey.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Feedback 105

The Product Coalition

MARCH 10, 2021

Google studied 180 of their teams to examine the elements of high-performing teams. c) Think like your user : An empathy exercise can help the whole team clarify their customers’ and users’ pain points. Even a short empathy exercise can help align the team on the user’s pain points and needs.

Research Software 158

Research Software Webinar Product Research Customer Experience 158

Sachin Rekhi

AUGUST 1, 2016

When you start your career in product management you tend to be largely focused on the science: how to effectively do customer research, run an A/B test, manage a sprint, write a spec, and so on. Today I wanted to dive into one such critical aspect of the art behind product management, which is developing user empathy.

User Testing 144

User Testing Customer Experience Customer Feedback Development 144

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. How do you work with your customer-facing teams to gather feedback?

User Testing 117

User Testing Customer Feedback Feedback Software Customer Experience 117

Userpilot

JANUARY 12, 2022

Are you tracking customer success metrics for your SaaS? Customer success is key to sustaining your company’s revenue by creating customer lifetime value (LTV). Your customer success efforts should align your business objectives to their specific needs. Customer churn shows the number of users you lose each month.

Feedback Software 98

Feedback Software Analytic Tools Onboarding KPIs Customer Experience 98

Userpilot

DECEMBER 19, 2023

Managing customer accounts is a pretty tough job, but you know what’s even tougher? TL;DR As the name suggests, SaaS account management is the process of managing customer relationships. Strategic account management increases customer lifetime value , drives up referrals and revenue, and reduces customer churn.

Feedback Software 103

Feedback Software Analytic Tools Product Research User Friction 103

Userpilot

OCTOBER 6, 2022

How comprehensive is your SaaS company’s approach to customer communication? According to research conducted by PWC, one in three consumers would walk away from a brand they love after just one bad customer service experience. Setting and tracking customer service communication metrics.

Customer Communications 97

Customer Communications Feedback Software Research Software Analytic Tools 97

Userpilot

MAY 17, 2025

Instead, youre dealing with native components, custom gestures, and frameworks that dont expose much by default. Youll still need engineering to hook into custom views, navigation events, or gestures, especially if the app wasnt built with tracking in mind from the start. Each event should have: A clear event name.

Data Visualization 62

Data Visualization Analytic Tools Feedback Software Reporting Tools 62

Userpilot

JANUARY 20, 2024

How can message mapping support your company’s communication with customers and drive product engagement ? TL;DR A message map is a document outlining what and how the organization should communicate with customers, aimed at helping teams articulate a clear and consistent message about the product. Let’s get to it! Book the demo!

Messaging 99

Messaging User Testing Research Software Analytic Tools 99

Userpilot

FEBRUARY 3, 2021

In the mission to solve your users’ most significant pain points, a user journey template can be your greatest asset. Sure, user personas are helpful. But they don’t answer where the sources of friction are coming from as your users explore your product. What Is a User Journey?

User Testing 98

User Testing Analytic Tools Customer Experience Research Software 98

Userpilot

AUGUST 10, 2023

Onboarding is crucial for product-led growth strategies , as it enables users to experience the product value before they commit to purchase. Yaakov’s User Onboarding Best Practices for SaaS: Understanding users and their pain points is essential for designing successful onboarding experiences. Focus on Aha!

Onboarding KPIs 96

Onboarding KPIs Customer Experience User Testing User Friction 96

The Product Coalition

MARCH 7, 2023

I try to keep an open mind and dig deeper if I come across an important desire or pain point for the user, even if it’s unrelated to my originally intended topic. If I hear a statement by the user that could warrant more clarity, I use the “What’s [blank] about it?” What’s your favorite part about betting on a game?” “How

User Testing 157

User Testing Customer Feedback Customer Experience Data Visualization 157

Userpilot

SEPTEMBER 3, 2022

Have you ever wondered how customer feedback analysis can help you improve your product and reduce churn? The amount of feedback you get from customers is meaningless if you do not analyze the data. So let’s see how you can analyze user sentiment and drive repeated value for your customers.

Feedback Software 98

Feedback Software Customer Feedback User Testing Data Visualization 98

Userpilot

MARCH 6, 2024

But what exactly is a product trend analysis, how do you conduct it, and how does it help predict future trends to improve customer satisfaction? TL;DR Product trend analysis involves examining historical and current data to uncover any shifts or patterns of user behavior within your product.

Data Visualization 102

Data Visualization Analytic Tools Feedback Software Research Software 102

Userpilot

APRIL 21, 2024

This improves customer experience and increases conversion rates. And strengthens the relationship with the customer. Start creating conversion paths by defining their goals from the customer and business perspective. Next, create user personas. Focus on their JTBDs, pain points , and gains from using your product.

Research Software 104

Research Software Feedback Software User Testing Reporting Tools 104

DISQO

MAY 6, 2020

The company’s service, support and sales models all needed to be reinvented to target this new customer. This startup within Farmers quickly started focusing on renters insurance as their first project and named the new business Toggle. They used a MaxDiff study, which is an analytical and robust market research technique.

User Testing 85

User Testing Research Software Product Research Feedback Software 85

Userpilot

AUGUST 22, 2024

She also studied marketing management at Vienna University and business administration at Shanghai University through exchange programs. Before there is Ideal, there is Early (Customer Profile) : Maja delves into the concept of the Early Customer Profile, a critical step before reaching the Ideal Customer Profile.

Books 105

Books User Testing Analytic Tools Feedback Software 105

Userpilot

AUGUST 30, 2024

Uses humor to highlight the users’ pain points and position Userpilot as a no-code solution to track in-app user behavior. Chameleon user onboarding Olympics. Leverages the popularity of the Olympics by creating a user onboarding challenge with expert feedback sessions. Userpilot video ad. Get a demo.

Feedback Software 105

Feedback Software Analytic Tools Research Software Advertising 105