Userpilot

APRIL 3, 2024

It reduces the load on your support team and improves customer satisfaction by providing self-service support. A resource center reduces support workload , boosts customer satisfaction , drives retention , and empowers self-service. Publish your resource library and promote it to users using a tooltip.

Feedback Software 99

Feedback Software Analytic Tools Research Software Data Visualization 99

Intercom, Inc.

OCTOBER 13, 2022

The industry landscape is changing, the prospects of a global recession are ever-present, and everyone is struggling to get leaner, reduce costs, increase efficiency, and increase customer satisfaction and retention. And if you ask us, the answer to these challenges is in-product communication. The last year hasn’t been easy.

Feedback Software 118

Feedback Software Events Data Visualization Customer Communications 118

Userpilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. In this article, we’ll delve deep into the ins and outs of time to resolution and see how to reduce it.

Customer Experience 95

Customer Experience Onboarding KPIs User Testing Customer Feedback 95

Userpilot

APRIL 10, 2024

Knowledge base creation is critical to enhancing self-service support. As your business grows, you can expect the number of support tickets to increase and the stress levels of your customer service team to go up. Don’t custom code – use the right knowledge base software. Localize your knowledge base.

Feedback Software 92

Feedback Software Analytic Tools Research Software Data Visualization 92

Intercom, Inc.

MAY 13, 2022

Customer service is the ongoing support provided to a customer throughout the entire customer journey. . Historically, customers were assigned case numbers or tickets they could then share with customer service representatives or support agents as they progressed through their journey to find a resolution. .

Data Visualization 129

Data Visualization User Testing Customer Experience Customer Feedback 129

Userpilot

JULY 24, 2023

Are you looking for Zendesk integrations to boost the efficiency of your self-service customer support? The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it! If so, you’re in the right place!

Embedded Analytics 87

Embedded Analytics Data Visualization Analytic Tools Feedback Software 87

Userpilot

JANUARY 15, 2024

This is especially true when trying to implement an in-app support infrastructure within your platform. You can measure customer experience within the fintech industry using periodic surveys, post-interaction surveys, and funnel analysis. This creates a feedback loop that you can use to drive continuous improvement.

Analytic Tools 86

Analytic Tools Feedback Software Reporting Tools Data Visualization 86

Userpilot

NOVEMBER 19, 2022

Having trouble deciding which customer service KPI to use? Customer service KPIs measure the performance of customer service teams and customer support management. You should track customer service KPIs to measure the performance of your support teams, improve customer satisfaction, and boost customer retention and loyalty.

Onboarding KPIs 97

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 97

Userpilot

MAY 17, 2023

Among many other benefits, conversational UX can improve the customer experience , increase engagement, drive conversions, and reduce support costs. AI chatbots, voice assistants, and interactive apps are the main examples of conversational UX use cases. Let’s take a closer look at each of them.

Analytic Tools 94

Analytic Tools Customer Communications UX Customer Experience 94

Userpilot

JANUARY 31, 2023

Identifying at-risk customers is crucial for understanding their behavior, improving customer satisfaction , and reducing churn rate. The main factors contributing to at-risk customers include poor onboarding process , lack of product value perception, lousy customer support, unfixed bugs, and no learning materials, resource center, and FAQs.

Customer Feedback 98

Customer Feedback Feedback Software Customer Experience User Testing 98

Userpilot

JANUARY 11, 2024

A stellar FinTech onboarding process builds user trust , improves the customer experience , and reduces customer churn. Use automation to provide personalized user support and drive customers through the onboarding experience. Offer multichannel support through chat, email, phone, etc., to assist customers at all times.

Onboarding KPIs 103

Onboarding KPIs Customer Experience Feedback Software User Testing 103

Userpilot

MAY 19, 2022

What help desk metrics should you use for your SaaS business to track your customer support team performance and see how often your customers need help? Help desk metrics measure customer satisfaction and evaluate the performance of your customer support efforts. So, let’s dive into the metrics right now.

Feedback Software 98

Feedback Software Onboarding KPIs Analytic Tools Customer Experience 98

Gainsight

DECEMBER 21, 2023

In today’s customer-centric world, providing fantastic support is mandatory. But how do you deliver a high level of customer support at scale when a difficult economy is causing so many companies to cut budget and headcount? Here are four plays Zapier used when creating their support community.

Customer Experience 52

Customer Experience Education Presentation Strategy 52

Intercom, Inc.

DECEMBER 6, 2022

This means designing and framing workflows that help end users choose the channel that’s most convenient for them at any time, feel totally comfortable in the channel they’re using, and ensure an unbroken flow of communication should they choose to switch channel. “ A simple example? Leverage automation and future tech.

Artificial Inteligence 129

Artificial Inteligence Feedback Software Data Visualization Customer Experience 129

Intercom, Inc.

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Analytic Tools 223

Analytic Tools Data Visualization Customer Experience User Testing 223

Mironov Consulting

DECEMBER 17, 2023

  The upside (for the sales team) is huge, and the cost (for product/engineering/support) is diffuse.    They demand that we write a utility to convert our modern dates, times, buy/sell/market/limit orders, and International currencies  ($US, $CA, $NZ, $AU…) to their schema.     Far away. 

Customer Communications 117

Customer Communications Reporting Tools Artificial Inteligence User Testing 117

Mixpanel

AUGUST 9, 2022

For example, in an online bus ticketing app, the value moment could be purchasing a bus ticket, and the time to value spans from the moment a user opens the app to the final purchase. In some cases, especially for completely free products, usage milestones (logging in three times a week, etc.) User support request rate.

Onboarding KPIs 111

Onboarding KPIs User Testing Customer Feedback Customer Experience 111

Userpilot

JULY 14, 2023

It’s done to validate feature ideas , test their real-world performance and reduce the risk involved in launching a potentially subpar product to all users at once. You can use them to switch the feature on and off without modifying the code. Apart from testing, you can use feature toggles to enable localized product versions.

Analytic Tools 96

Analytic Tools Onboarding KPIs Feedback Software Data Visualization 96

Userpilot

FEBRUARY 13, 2024

Important features to look out for in a self-support tool. Offer 24/7 support. Reduce the workload on customer support teams, allowing them to think of more ways to provide exceptional customer service. Seven of the best software tools to choose from, along with their features and pricing. Book a demo now to try it.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Embedded Analytics 52

Userpilot

SEPTEMBER 21, 2022

How can you use knowledge base tools to guide your customers and remove their frustrations while using your product? An in-app knowledge base enables you to take advantage of the self-serve support model for effective customer service delivery. But how can you make use of it? Book a demo to get started right away!

Analytic Tools 96

Analytic Tools Feedback Software Reporting Tools Data Visualization 96

Userpilot

JANUARY 26, 2024

For SaaS businesses, PLG offers benefits like lower user acquisition costs , reduced burden on customer success and support teams, sustainable and scalable business growth, and higher customer satisfaction, retention, and lifetime value. Provide onboarding experiences personalized to unique user needs to reduce time-to-value.

Analytic Tools 91

Analytic Tools Feedback Software Data Visualization User Testing 91

Userpilot

AUGUST 30, 2023

Automated customer service is essential to scale your business without pumping your support costs too. Especially today, as most users will actively seek out self-service content before reaching out for help, not having in-app support available will generate friction and thus represent a huge disadvantage (especially in the SaaS industry).

Customer Experience 96

Customer Experience Feedback Software User Testing Analytic Tools 96

Userpilot

NOVEMBER 24, 2022

Launching a customer education program can streamline the customer journey, increase customer retention, and reduce the support costs for your product or service. Customer education is the discipline of teaching customers how to use and get value from your product. Educate users with short in-app video tutorials.

Feedback Software 97

Feedback Software Analytic Tools Reporting Tools Data Visualization 97

Userpilot

OCTOBER 15, 2023

As you read on, you will also find use cases and examples to inspire your own analytics. To create a trend report, define the relevant metrics for your analysis, use cohorts for relevant insights, set the specific period, and visualize trends over time. This article helps answer core trend analysis questions.

Data Visualization 100

Data Visualization Analytic Tools Feedback Software Reporting Tools 100

Userpilot

DECEMBER 10, 2022

Have you ever calculated the cost of scaling customer support and wondered if it was even worth it? Well, there are actually a few key reasons why you should invest generously in your support team — not the least of which is the risk of user churn. Scale customer support by enabling users to help themselves.

Feedback Software 98

Feedback Software Customer Experience Customer Feedback Data Visualization 98

Userpilot

APRIL 10, 2024

Investing in customer retention is cost-effective, reducing the need for constant new customer acquisition by nurturing existing relationships. Enhance customer retention by offering self-service support tools for convenient issue resolution. This suggests that 30% of your monthly users use your product daily.

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

Userpilot

NOVEMBER 30, 2022

A knowledge base is a self-service support portal with different formats of resources that enable customers to troubleshoot their issues. They also reduce support costs by decreasing your customer service team’s workload and allowing users to solve problems themselves. Offer personalized support through your knowledge base.

Feedback Software 95

Feedback Software Analytic Tools Reporting Tools Data Visualization 95

Userpilot

MARCH 4, 2024

Shorter conversion times can enhance user experience, increase customer satisfaction , boost revenue, improve efficiency, offer competitive advantages, and support scalability. However, you can use tools like Userpilot for automatic calculation. Support chatbot : Implement AI chatbots for 24/7 support and avoid drop-offs.

Customer Experience 85

Customer Experience Feedback Software Analytic Tools User Testing 85

Userpilot

NOVEMBER 2, 2022

There is much work to be done, from recruiting and training support agents, to purchasing expensive tools and working shifts. The use of artificial intelligence can be an invaluable tool for improving support without putting too many resources at risk. Offer proactive support to address problems before they happen.

Artificial Inteligence 98

Artificial Inteligence Data Visualization Reporting Tools Customer Experience 98

Userpilot

APRIL 16, 2024

This article will go over what WalkMe product tours are, explain what you can do with them, how much it will cost, and alternative tools to consider using. WalkMe product tours can be used to onboard new users , drive feature discovery, and provide contextual support. Let’s dive right in!

Analytic Tools 52

Analytic Tools Feedback Software Software Review Reporting Tools 52

Userpilot

APRIL 21, 2024

They can also empower users with self-service support and reduce ticket volume. You cannot use Spekit to create customer-facing guides that are accessible to external users. An interactive user guide is a set of UI patterns designed to work together and help customers understand how to use your product.

Analytic Tools 52

Analytic Tools Feedback Software User Testing Reporting Tools 52

Intercom, Inc.

JUNE 15, 2021

Agile principles can be a North Star for time-strapped support teams, helping them to keep the customer’s needs at the heart of their decisions so they can provide fast, personal support at scale. At WeTravel , adopting agile has allowed our small support team to focus on delivering big value to our customers.

Agile 235

Agile Feedback Software User Testing Customer Feedback 235

Userpilot

SEPTEMBER 8, 2022

Where do you even begin with the self-service support model? A help center is an in-app self-serve support system designed to help customers solve their problems inside the product. Having an in-app help center enhances customer satisfaction since customers don’t have to rush to contact customer support. Let’s get started!

Feedback Software 98

Feedback Software Customer Experience User Testing Customer Feedback 98

Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. By embracing conversational support, every business can do the same.

Customer Experience 203

Customer Experience User Testing Feedback Software Customer Feedback 203

Userpilot

MAY 31, 2022

Companies that provide proactive support will have more delighted customers who want to continue doing business with them. Proactive support is what they crave. Proactive support eliminates friction throughout the user journey and provides the assistance they need to accomplish their goals without a hitch.

Feedback Software 96

Feedback Software Reporting Tools User Testing Customer Feedback 96

Userpilot

OCTOBER 27, 2021

WalkMe provides better user analytics and customer support. Both platforms can be used without programming knowledge, but coding is necessary to fully customize them. WalkMe can also be used for SaaS user onboarding and product adoption , but it’s just not their focus. WalkMe demo page. So how does WalkMe accomplish this?

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Reporting Tools 98

Userpilot

SEPTEMBER 27, 2023

The strategy allows companies to reduce customer acquisition costs and skyrocket growth in a sustainable way. To activate and convert new customers, it uses a combination of freemium or free trials and self-service onboarding and support. This reduces the burden on the customer support and customer success team.

Feedback Software 99

Feedback Software Analytic Tools Onboarding KPIs Data Visualization 99