Userpilot

SEPTEMBER 2, 2022

When it comes to choosing a customer education platform, there are so many options to pick from. Self-service , intuitive design, and customization used to be key requirements but today most tools have these, so it’s easy to get lost in the ocean of options. What is customer education? More loyal customers.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Education 98

Userpilot

JANUARY 14, 2023

Examining the right customer education examples can help you improve your customer education program and the overall customer experience. As customer expectations continue to soar, a solid customer education program helps you stand out from the competition. What is a customer education program?

Customer Experience 98

Customer Experience Feedback Software Education Customer Feedback 98

Intercom, Inc.

MARCH 16, 2021

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. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand. No support team should ever be an island.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Intercom, Inc.

APRIL 7, 2020

Healthcare startup accuRx is one of our customers that have seen their support volume go up by 10x. We’ve sent email announcements for all of the new features we’ve released during COVID-19 to help our users and been able to link to all of the relevant articles to give more detail and point them toward our support centre.”.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Userpilot

AUGUST 24, 2022

Do you have a solid customer enablement strategy that empowers customers and turns them into power users? Customer enablement can be the key to driving user satisfaction, retention , and loyalty. Virtual communities allow users to connect, share ideas and inspire each other.

Feedback Software 98

Feedback Software User Testing Customer Experience Customer Feedback 98

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 98

Feedback Software Analytic Tools Reporting Tools Data Visualization 98

Intercom, Inc.

AUGUST 26, 2020

To find out how support leaders are navigating the current landscape, we surveyed a random sample of 593 support managers across both B2B and B2C and industries like education, retail, healthcare, and tech. Today the leading metric for support teams is customer satisfaction. So, what’s standing in their way?

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Intercom, Inc.

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Driving increased customer satisfaction and retention. What is proactive support?

Reporting Tools 237

Reporting Tools Inbound Customer Experience Data Visualization 237

Userpilot

FEBRUARY 3, 2023

The customer onboarding lifecycle is the ongoing process of educating users on your product and helping them achieve success with it. In SaaS, onboarding is the key to not only converting free users into paid customers but also driving long-term loyalty. To invite users to a webinar, use slideouts.

Onboarding KPIs 98

Onboarding KPIs Customer Experience User Testing Customer Feedback 98

The Product Coalition

JANUARY 25, 2024

We also thank Product Coalition founder Jay Stansell, who has provided a collaborative product management education environment. Chatbots have become integral to various industries, providing real-time assistance, automating tasks, and improving user experiences. One example is Hiver’s Chat Widget.

Artificial Inteligence 147

Artificial Inteligence Reporting Tools Feedback Software Research Software 147

Intercom, Inc.

JULY 1, 2020

With the right approach and proactive support tools – think Outbound Messages , Product Tours , and Mobile Carousels – you can provide every customer with the fast, personal help they need at the exact moment they need it. At Intercom, our Support Ops and Product Education teams work hand-in-hand to deliver proactive support to our customers.

User Friction 239

User Friction Outbound Customer Experience Customer Feedback 239

Userpilot

OCTOBER 3, 2024

And the easiest way to establish this connection is by learning how to improve CSAT (customer satisfaction). In this article, we explore proven techniques to help you increase customer satisfaction, from feedback collection to customer education and personalization. shift in customer loyalty.

User Testing 105

User Testing Product Research Data Visualization Customer Experience 105

Intercom, Inc.

OCTOBER 22, 2020

This involves collecting, analyzing, and combining all the ways in which a customer shares their feedback with you: from the age-old NPS survey to review sites, tweets, Facebook messages, qualitative customer satisfaction surveys, and more. As Nate puts it: The customer voice gets louder.

Data Visualization 218

Data Visualization Reporting Tools Customer Experience Customer Feedback 218

Userpilot

SEPTEMBER 2, 2024

To build a customer-led marketing strategy, follow these best practices: Conduct interviews to understand customer language and pain points. Prioritize features based on what your customers need. Create educational content to teach users how to get the most out of your product.

User Testing 111

User Testing Customer Feedback Customer Experience User Friction 111

Userpilot

APRIL 10, 2024

Investing in customer retention is cost-effective, reducing the need for constant new customer acquisition by nurturing existing relationships. Focusing on customer retention increases lifetime value by making loyal customers more receptive to upselling. An interactive flow to guide users through the initial setup.

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

Alchemer Mobile

JULY 13, 2021

A good product experience is the primary driver behind product differentiation and ultimately, lasting customer satisfaction (measured through CSAT and NPS ) and loyalty.

Customer Experience 230

Customer Experience User Testing Onboarding KPIs Product Research 230

UX Planet

DECEMBER 6, 2024

Through dynamic content delivery , AI can tailor what each user sees based on their past behavior, preferences, and real-time interactions. This makes the experience feel more relevant and engaging, increasing the likelihood of user satisfaction.

Feedback Software 89

Feedback Software Research Software Analytic Tools Data Visualization 89

Intercom, Inc.

FEBRUARY 12, 2020

For example, we’ll assign engineers questions related to the product they’re working on, and we’ll assign our Product Education team questions where customers are confused about how to use a particular feature. New educational content. Shorter wait times for customers. Better internal relationships.

Customer Feedback 193

Customer Feedback User Friction User Testing Customer Experience 193

Userpilot

AUGUST 29, 2022

How effective is your customer training strategy? Properly educated customers will engage more with your product and are most likely to become loyal. If you’re not seeing much of that, then chances are you need to educate customers more. Segment your users and provide personalized training instead.

Analytic Tools 98

Analytic Tools Feedback Software Customer Experience User Testing 98

Userpilot

APRIL 30, 2024

TL;DR Value-based growth is a strategy that prioritizes delivering value to customers. The approach makes your company more customer-centric , improves customer satisfaction and retention , and gives you a competitive edge. A robust customer success strategy enables customers to get the most out of the product.

Feedback Software 105

Feedback Software Analytic Tools Product Research Data Visualization 105

Userpilot

SEPTEMBER 23, 2022

The Customer Happiness Index literally measures happiness at different stages of the customer journey. The Customer Happiness Index isn’t the same as customer satisfaction. The latter does the bare minimum to meet customer needs. CHI goes the extra mile to wow customers and keep them happy.

Feedback Software 97

Feedback Software Analytic Tools Customer Experience User Testing 97

Userpilot

NOVEMBER 14, 2024

Feature adoption (users who use more advanced features). Customer satisfaction score and customer loyalty (NPS). With Userpilot, you can segment users based on multiple criteria, including: Demographics, like age, language, or location. Teach them to use data to identify customers who are ready for expansion.

Data Visualization 105

Data Visualization Customer Experience Analytic Tools Customer Feedback 105

Userpilot

JULY 31, 2024

The 1-month retention rate measures the percentage of users still using your product one month after initial engagement. NPS (Net Promoter Score) measures users’ likelihood of recommending your product to others. CSAT ( Customer Satisfaction Score ) measures customers’ satisfaction with your product or service.

Onboarding KPIs 104

Onboarding KPIs Data Visualization Customer Experience Customer Satisfaction 104

Userpilot

AUGUST 22, 2024

TL;DR Customer onboarding in financial services aims to integrate users into systems and educate them about product features, for example, in the banking sector. Customer onboarding in financial services involves integrating users into your systems and educating them about your products and services.

Reporting Tools 111

Reporting Tools Data Visualization Onboarding KPIs Analytic Tools 111

Userpilot

NOVEMBER 6, 2023

Customer retention Customer retention is your company’s ability to keep existing users over a specific period. Monitoring retention provides insights into customer loyalty and helps you identify areas for improvement in customer satisfaction and product quality. The primary benefit is increased revenue.

Onboarding KPIs 103

Onboarding KPIs User Testing Feedback Software Analytic Tools 103

The Product Guy

JUNE 11, 2024

Share case studies and examples of successful product companies that have embraced a focused, customer-centric approach. Educate stakeholders on the cost of building the wrong things. Use data and insights to show how investing in product management can drive growth, profitability, and customer satisfaction.

Onboarding KPIs 150

Onboarding KPIs Data Visualization User Testing Product Management 150

Userpilot

NOVEMBER 5, 2023

If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction. A good walkthrough helps users learn by doing.

Analytic Tools 104

Analytic Tools Feedback Software Customer Experience User Testing 104

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. User persona example. Jira’s resource center.

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Userpilot

NOVEMBER 13, 2023

TL;DR Customer enablement includes all the steps you take to provide customers with a positive experience so they can derive maximum value from your product or service. Customer enablement and sales enablement aren’t the same. Here are some tried-and-tested best practices for customer enablement: 1.

Feedback Software 105

Feedback Software Data Visualization Analytic Tools User Testing 105

Userpilot

APRIL 3, 2024

Companies like Userpilot, Slack, Figma, Miro, and Calendly showcase successful PLG strategies by focusing on in-app engagement, seamless design, collaboration, and user-friendly solutions, driving growth and customer satisfaction. This method boosts user satisfaction and makes your product distinctively valuable to its audience.

Analytic Tools 104

Analytic Tools Feedback Software Customer Experience Onboarding KPIs 104

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.

Feedback Software 98

Feedback Software User Testing Product Research Customer Experience 98

Userpilot

AUGUST 6, 2024

Implement loyalty programs that reward users for regular interactions , such as points-based or tiered systems. Improve customer satisfaction by collecting and acting on feedback through surveys and a feedback widget. Create an omnichannel customer engagement strategy to ensure a consistent experience across all touchpoints.

Feedback Software 105

Feedback Software Analytic Tools Data Visualization Customer Feedback 105

Userpilot

JANUARY 11, 2024

As part of your onboarding strategies, automation helps customers get information on demand, eliminating friction. For example, you can use automated tooltips to explain complex processes or terms the first time a user interacts with them. You can also provide on-demand educational resources and tutorials to help users troubleshoot.

Onboarding KPIs 105

Onboarding KPIs Customer Experience Feedback Software User Testing 105

Userpilot

OCTOBER 4, 2022

Some examples of attitudinal UX KPIs are Feature Adoption Rate , Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), System Usability Scale (SUS), and Customer Retention Rate. UX metrics help measure user experience and assess how well users are connecting with your products using UX metrics.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Onboarding KPIs 105

Userpilot

AUGUST 29, 2022

Create product experiences that are relevant for each user segment. Monitor customer satisfaction across the user journey with surveys. Track customer sentiment with NPS surveys. The key Customer Success roles include (but are not limited) to: Creating a minimum-viable onboarding process.

Feedback Software 98

Feedback Software Research Software User Testing Customer Feedback 98

Userpilot

MAY 17, 2023

With the latest advances in AI technology and the widespread adoption of chatbots in the SaaS industry, conversational UX design has become a necessity to avoid low-effort conversational interfaces over customer satisfaction. You want to optimize for educational value but still sound human in the product.

Analytic Tools 98

Analytic Tools Customer Communications UX Customer Experience 98

Gainsight

DECEMBER 18, 2024

Companies are now focusing on creating vast knowledge bases filled with resources that customers can easily navigate. By providing rich, curated content, businesses enhance customer satisfaction and enable customers to feel more in control of their journeys.

Reporting Tools 52

Reporting Tools Customer Experience Artificial Inteligence Customer Feedback 52