Userpilot

JUNE 17, 2024

TL;DR A customer experience (CX) specialist is a professional responsible for ensuring customers have positive interactions with a business/brand throughout their lifecycle. CX specialists typically interact with customers to understand their needs and pain points and resolve any problems they might be facing.

Data Visualization 52

Data Visualization Customer Experience Analytic Tools Feedback Software 52

Intercom, Inc.

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

Userpilot

MAY 27, 2024

Loyalty segmentation helps you to tailor products, support, and marketing efforts by categorizing customers based on their loyalty levels. In other words, it lets you recognize and address each customer’s unique needs, making them feel valued and appreciated. Customer support. The overall user experience.

Data Visualization 105

Data Visualization Product Research User Testing Customer Experience 105

Userpilot

APRIL 16, 2024

In SaaS, a product experience strategy provides the building blocks for making customers stay, engage with your app, and eventually become loyal advocates for your product. So what strategies can help you elevate the user experience? Define strategic goals using the SMART framework to align with business needs.

Data Visualization 105

Data Visualization User Testing Customer Experience Analytic Tools 105

Userpilot

NOVEMBER 17, 2022

There’s a science to successful customer onboarding, and following the client onboarding best practices in this article will set you on the right path. Read on as we explore client onboarding and how to combine creativity, thoughtfulness, and the right onboarding software to help customers ‘get’ your product. Less churn. Less churn.

Feedback Software 98

Feedback Software Customer Experience Analytic Tools Research Software 98

Userpilot

OCTOBER 30, 2022

Curious about customer experience improvement and how to get started for your brand? In this article, you’ll discover: Why the customer experience is key to customer retention and driving business growth, especially for SaaS companies. The 3 main components of customer experience. Look no further.

Feedback Software 97

Feedback Software Research Software Customer Experience User Testing 97

Userpilot

JUNE 12, 2024

Understanding the salary landscape for customer experience specialists is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer experience (CX) specialist is a professional responsible for ensuring customers have positive interactions with a business/brand throughout their lifecycle.

Data Visualization 52

Data Visualization Customer Experience Reporting Tools Analytic Tools 52

Userpilot

DECEMBER 3, 2021

Want to know how you can use the HEART framework to improve user experience? Google’s HEART framework has been designed to enhance product experience at every stage of the user journey. The HEART framework uses the right combination of user-centered metrics to deliver an enhanced user experience.

Research Software 98

Research Software Analytic Tools Feedback Software Product Research 98

Userpilot

SEPTEMBER 14, 2023

If there’s one underappreciated – yet vital – task that product managers must get right, it’s user segmentation. Understanding that you cater to many different types of customers with different pain points, wants, and needs is critical for giving them the best possible experience. size, industry).

Customer Experience 105

Customer Experience Analytic Tools User Testing Feedback Software 105

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. Messaging is rapidly becoming a key channel for customer support.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

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. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Feedback Software 98

Feedback Software Analytic Tools Customer Experience User Testing 98

Userpilot

JUNE 26, 2023

How to create customer feedback systems to gain insights into user needs ? TL;DR Customer feedback systems are frameworks for collecting, organizing, and analyzing customer feedback for actionable insights. NPS surveys track customer loyalty and provide insights into their satisfaction.

Feedback Software 98

Feedback Software Analytic Tools Research Software Customer Feedback 98

Userpilot

FEBRUARY 29, 2024

As you’re researching customer analytics platforms, you’ve probably noticed how hard it is to find reliable information on the available solutions. TL;DR Customer analytics platforms are specialized tools that allow you to collect and analyze data. UXCam is a product analytics software optimized for mobile customer insights.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Intercom, Inc.

AUGUST 5, 2020

As a business grows, most support leaders will be challenged to answer this seemingly trick question: can you provide a best-in-class customer experience…but at a lower cost? If you said “no,” you had to find a way to justify having really happy customers at an equally high cost. It’s a problem we know well.

Customer Experience 204

Customer Experience Customer Satisfaction Positioning Article 204

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. Let’s dive in.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

The Product Coalition

MARCH 3, 2024

Let’s explore how CRM marketing helps to better anticipate customer behavior. Understanding your customers is key, but simply understanding their demographics isn’t enough. Predicting their future behavior allows you to anticipate their needs, personalize their experiences, and ultimately, drive conversions and loyalty.

Data Visualization 117

Data Visualization Analytic Tools Marketing Customer Experience 117

Userpilot

JANUARY 29, 2024

An efficient and effective design with users’ needs at the center stage encourages product engagement and reduces churn. TL;DR SaaS UX design is a process of creating a smooth and pleasant user experience for SaaS products. You can also use social proof to reassure users. What is SaaS UX design?

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Userpilot

AUGUST 29, 2022

Your customer success process can easily become chaotic. Since customer success is a relatively new career, CSMs tend to take tasks from sales, support, product marketing, and more than they can handle. So, what customer success processes should you focus on as a CSM? Track customer sentiment with NPS surveys.

Feedback Software 98

Feedback Software Research Software User Testing Customer Feedback 98

Userpilot

OCTOBER 24, 2023

Resurrected users aren’t only easier to generate than new customers. They can also increase customer lifetime value, boost user engagement, and help you unlock your business MRR. TL;DR Resurrected users are individuals who were previously inactive but are now re-engaged as a result of a targeted retention strategy.

Customer Experience 103

Customer Experience User Testing Customer Feedback Onboarding KPIs 103

Userpilot

OCTOBER 18, 2022

How can user analysis help you drive product growth and reduce churn? With user analysis, you can derive invaluable insights into user behavior and identify: Roadblocks that impair customer retention. Unmet customers’ needs to inform your product roadmap. Hiccups in user experience.

Customer Feedback 98

Customer Feedback Data Visualization User Testing Analytic Tools 98

The Product Coalition

JANUARY 11, 2023

Photo by Dylan Gillis on Unsplash Market research and user experience research (UXR) are often confused as being the same thing, but they are actually distinct fields with their own goals and methods. This happened when I started to learn about UXR for the very first time back then in 2020.

User Testing 129

User Testing Product Research Data Visualization Customer Feedback 129

Userpilot

JULY 25, 2022

Customer onboarding challenges are something every SaaS owner or product manager will face at some stage of their career. Because onboarding is such an important area to get right, it’s critical to have a framework (and the tools) to overcome them. Customer onboarding challenges are blockers stopping you from converting users.

Feedback Software 98

Feedback Software Onboarding KPIs Analytic Tools User Testing 98

Userpilot

NOVEMBER 21, 2023

Product launch checklists help align the efforts of all team members, enhance quality assurance, help mitigate risks, enable the evaluation of the launch, and help you deliver a better customer experience. Brainstorm ideas on how to solve customer problems in an innovative way and validate them.

Product launches 104

Product launches User Testing Product Research Analytic Tools 104

Userpilot

NOVEMBER 14, 2023

Omnichannel analytics enable teams to get a 360 view of user behavior at different touchpoints of the customer journey. Analyzing customer journeys across all channels allows teams to remove friction that stops users from progressing down the funnel. That’s what this article explores. Finally, act on the insights.

Analytic Tools 105

Analytic Tools Data Visualization Customer Experience Onboarding KPIs 105

Userpilot

APRIL 18, 2023

They’re well crafted to help you gather valuable user feedback. An example of a rating scale question is the Net Promoter Score (NPS) survey, where users are asked how likely they are to recommend a product (from 0 – 10). The SMART Goal Setting Framework. To do this, you must properly segment your users.

Customer Feedback 98

Customer Feedback Data Visualization Product Research User Testing 98

Userpilot

FEBRUARY 24, 2023

In this article, we look at the process of creating feedback loops step-by-step and share some best practices for product managers to get the best out of user feedback. TL;DR Feedback loops consist of actions that involve collecting feedback and acting on it to solve customer pain points and add value to the product. Want to see how?

Product Research 98

Product Research Feedback Loop Feedback Software User Testing 98

Userpilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Analytic Tools 103

Analytic Tools Feedback Software User Testing Customer Feedback 103

Userpilot

MARCH 28, 2024

User analytics play an essential part in the product development and management process. It also explores different kinds of user data analysis, shows you how to conduct it, and introduces a few product analytics tools with the necessary functionality. TL;DR User analytics is a user research methodology. Let’s get to it!

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Research Software 52

Userpilot

JUNE 26, 2024

Starting a career as a customer onboarding specialist requires understanding the key steps, skills, and experiences needed for success. In this article, we will outline the typical journey for a customer onboarding specialist, covering educational requirements, entry-level positions, potential advancements, and long-term opportunities.

Onboarding KPIs 52

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 52

Userpilot

JUNE 17, 2024

TL;DR A customer onboarding specialist helps onboard customers by conducting product tours , answering their questions, and helping them achieve their goals with the product. Product-Led Onboarding (Retention & User Growth). Onboarding Matters (Turning Customers into Loyalists). Nicereply Blog (Customer success incl.

Onboarding KPIs 52

Onboarding KPIs Customer Feedback Data Visualization Analytic Tools 52

Userpilot

NOVEMBER 16, 2022

Looking to build a customer onboarding strategy from scratch or plan on reworking an existing framework? This short guide will show you user onboarding strategies that cut to the chase, reduce time to value and lead to retention. Customer onboarding is proactively guiding and nurturing new users through your product.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Feedback 98

Userpilot

APRIL 19, 2024

Ever wondered how likely your customers are to recommend your business? This measurement is more than a statistic—it’s a mirror reflecting your customer’s loyalty and the health of your customer relations. Leveraging customer feedback received via this method paves the way for SaaS companies to strengthen bonds with clients.

Data Visualization 52

Data Visualization Customer Feedback User Testing Feedback Software 52

Userpilot

APRIL 22, 2024

TL;DR Product feature analysis involves evaluating product features to understand their impact on user satisfaction and market performance. It’s often done to guide product planning , enhance account expansion , and optimize self-serve customer support channels. Increase user retention. Improve product road mapping.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Weak Development Team 105

Userpilot

DECEMBER 20, 2022

This makes it crucial for them to map their marketing efforts based on the customer journey and grow the business efficiently. A marketing funnel is a visualization of a customer’s journey with your business, from acquiring them to turning them into loyal brand advocates. What is a marketing funnel?

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Satisfaction 98

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

MARCH 6, 2024

Why it is important for your product management efforts. TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. This helps create user personas. Its different stages. Key metrics to track at each stage.

Analytic Tools 104

Analytic Tools Data Visualization Research Software Onboarding KPIs 104

Userpilot

JUNE 12, 2024

Understanding the salary landscape for customer onboarding specialists is crucial whether you’re entering the field or looking to advance your career. TL;DR A customer onboarding specialist helps onboard customers by conducting product tours , answering their questions, and helping them achieve their goals with the product.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Feedback Software Customer Feedback 52