Product Talk

DECEMBER 13, 2023

And as you might guess from the nature of Thomas’s product, there were some restrictions on how he could go about measuring user activity or instrumenting the product. It’s not like most apps where it’s not even a consideration—of course Slack knows whether I sent messages and it probably knows who I sent messages to,” says Thomas.

Data Visualization 286

Data Visualization Analytic Tools Reporting Tools Technical Review 286

Intercom, Inc.

JULY 26, 2022

Obviously, the more positive these customer experiences are, the more likely you are to capture customers’ hearts and minds. Ideally, this results in loyal customers, increased customer satisfaction, referrals, and reduced customer churn. Why should customer experience be considered important?

Customer Experience 138

Customer Experience User Friction Data Visualization Customer Satisfaction 138

Userpilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. The three types of customer analytics and their significance.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Customer Experience 85

Userpilot

SEPTEMBER 22, 2023

Looking for an effective Customer satisfaction tool and wondering if Appcues is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether Appcues is the ideal choice for your Customer satisfaction needs. Let’s get started!

Data Visualization 52

Data Visualization Customer Satisfaction Embedded Analytics Analytic Tools 52

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

Userpilot

JULY 10, 2024

A customer experience strategy revolves around tracking customers’ sentiments and perceptions about interactions with your brand across all touchpoints and aims to improve customer satisfaction. Customer experience has a broader scope, covering all customer perceptions. What is customer experience?

Customer Experience 84

Customer Experience User Testing Customer Feedback Data Visualization 84

Userpilot

AUGUST 28, 2022

A good understanding of customer value helps you improve customer experiences and is crucial for retaining loyal customers. To measure customer value, collect feedback from existing customers, track customer satisfaction , and assess whether customer benefits outweigh their costs.

Feedback Software 99

Feedback Software Customer Feedback Customer Experience User Testing 99

Userpilot

JULY 13, 2023

TL; DR The company’s growth rate refers to the measurement of variables that indicate a company’s growth over time. Customer lifetime value (CLV) determines the total revenue a customer generates throughout the relationship. The formula of Customer Acquisition Costs (CAC). Your CAC was $(50,000/200) or $250.

Onboarding KPIs 80

Onboarding KPIs Feedback Software Customer Experience Customer Feedback 80

Userpilot

JULY 8, 2024

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. To identify the key touchpoints, first research customer expectations and needs. Let’s dive in.

Analytic Tools 81

Analytic Tools Feedback Software Research Software User Testing 81

Userpilot

JANUARY 12, 2022

Customer Lifetime Value measures the average sum of money your business can earn from a user while they are a paying customer. Customer Satisfaction Score measures how satisfied the customers are with your product and how their experience is with a specific feature, product, or team interaction.

Feedback Software 90

Feedback Software Analytic Tools Onboarding KPIs Customer Experience 90

Userpilot

JULY 9, 2023

TL;DR Product usability describes how easily customers can use a product to achieve their goals. User experience covers all customer interactions with the brand and focuses on aspects like customer satisfaction, enjoyment, and perception of the product value. Usability vs. User Experience (UX).

User Testing 82

User Testing Customer Experience Customer Feedback Product Research 82

Alchemer Mobile

DECEMBER 13, 2023

Meanwhile, the Microsoft Americas Partner Team found loyal customers are 5 times as likely to repurchase, 5 times as likely to forgive, 4 times as likely to refer, and 7 times as likely to try a new offering. This leads to three very difficult questions: How do you know a customer is at risk? However, U.S. companies lose  $136.8

Customer Feedback 130

Customer Feedback User Testing Feedback Software Product Research 130

Userpilot

JUNE 29, 2024

You should gather product feedback to understand customer needs , influence the product development process, and improve user retention. Listening to your users’ ideas can help you increase customer satisfaction and allow you to build a stronger relationship with them. Notify the user about your future plans.

Customer Feedback 95

Customer Feedback Data Visualization Feedback Software User Testing 95

Userpilot

FEBRUARY 24, 2023

Automated in-app messages and email replies are an easy way to acknowledge user feedback. In-app communication is also an effective way to update users on the changes you’ve introduced as a result of their feedback. However, it only reaches active users so it’s always good to back it up with messages via other channels.

Product Research 89

Product Research Feedback Loop Feedback Software User Testing 89

The Product Guy

JUNE 18, 2020

Customer Satisfaction. Do customers feel like they are being heard? Have a good understanding of what problem we solving | who benefits from that solution | how do we express that (marketing messaging) . Are things that we are learning finding their way into the roadmap? Is their feedback going to waste?

Product Research 165

Product Research Feedback Loop Feedback Software User Testing 165

Userpilot

AUGUST 5, 2023

TL;DR Net Promoter Score (NPS) assesses customer satisfaction and loyalty by measuring how likely your customers are to recommend your products to others. You can identify NPS passives by: Triggering in-app NPS surveys at important touchpoints to gather valuable customer feedback and discover passive customers.

Data Visualization 83

Data Visualization Feedback Software Product Research Analytic Tools 83

Userpilot

JULY 17, 2023

The key is to build a robust center that houses every vital info new and existing customers might need. Use segmentation to personalize support and improve customer satisfaction. Embrace AI-powered chatbots to deliver good customer service. Include a search bar to improve the user experience.

Reporting Tools 76

Reporting Tools Data Visualization Analytic Tools Feedback Software 76

Userpilot

FEBRUARY 22, 2024

An effective customer communications strategy will help you increase customer engagement , nurture existing relationships, and retain users for longer. If you’re ready to build a winning customer communication strategy within your product then it’s time to get your free Userpilot demo today! Consistent branding.

Customer Communications 89

Customer Communications Feedback Software Analytic Tools Customer Experience 89

Userpilot

SEPTEMBER 30, 2022

Digital customer experience references the part of the journey that’s experienced virtually in digital channels, such as mobile app experiences, website browsing, social media interactions, etc. It’s the sum of a customer’s digital interactions with your brand. Increased customer satisfaction.

Customer Experience 73

Customer Experience User Testing Data Visualization Feedback Software 73

Userpilot

NOVEMBER 6, 2023

Increase upsells with contextual upgrade in-app messages. Increase new customer acquisition by incentivizing existing customers to refer others. Customer retention Customer retention is your company’s ability to keep existing users over a specific period. The primary benefit is increased revenue.

Onboarding KPIs 75

Onboarding KPIs User Testing Feedback Software Analytic Tools 75

Userpilot

MARCH 7, 2024

In SaaS, user engagement is the measure of user activity inside the product over time, often expressed in terms of usage frequency and intensity. User engagement could also refer to the strategies that businesses use to drive user interactions with the product, such as in-app messages or emails.

Analytic Tools 85

Analytic Tools Data Visualization Onboarding KPIs Feedback Software 85

Userpilot

FEBRUARY 25, 2022

If you get the user onboarding process right, it can be a fantastic opportunity to enhance customer satisfaction – so using an onboarding survey for your SaaS is the way to go. In this article, we’re going to explore 8 ways you can deploy them as part of your onboarding process to drive customer success.

Feedback Software 86

Feedback Software Product Research User Testing Customer Feedback 86

Userpilot

JANUARY 22, 2020

Thus, NPS can inform your user onboarding and product development, and help you reduce your churn and increase retention. Want to know how to measure your NPS and how to cross-reference it with your user data to guide your product development and onboarding? It’s since become a popular way of measuring customer satisfaction.

Analytic Tools 108

Analytic Tools Feedback Software Research Software Data Visualization 108

Userpilot

NOVEMBER 16, 2022

If you’re looking to create and implement highly effective customer engagement strategies, then this article is for you! Customer engagement analytics refers to the measurement of customer data from all interactions between customers and products to evaluate the health of the consumer, identify preferences, and forecast future behavior.

Data Visualization 91

Data Visualization Analytic Tools Customer Experience Customer Feedback 91

Userpilot

AUGUST 30, 2023

TL;DR Time to resolution refers to the duration the customer support teams take to address and solve customer problems. The time to resolution helps you enhance customer experience , boost customer satisfaction , and improve customer loyalty. to reduce your overall time to resolution.

Customer Experience 78

Customer Experience Onboarding KPIs User Testing Customer Feedback 78

Userpilot

JULY 21, 2022

Customer experience refers to the overall impression and feeling that your customers have of your SaaS business throughout their journey. Customer experience automation (CXA) refers to any technology you can use to automate, scale, and remove friction from customer interactions. Drives customer satisfaction.

Feedback Software 78

Feedback Software Reporting Tools Customer Experience Data Visualization 78

Userpilot

DECEMBER 20, 2022

Key retention stage KPIs are customer retention rate, customer lifetime value , customer satisfaction score, and customer churn rate. You can also discover friction points and eliminate bottlenecks to increase customer satisfaction and engagement. The loyalty stage thus consists of your power users.

Feedback Software 86

Feedback Software Analytic Tools Customer Experience Customer Satisfaction 86

Userpilot

JANUARY 31, 2022

The difference between an in-app notification and a push notification lies in the user state they target (an in-app notification someone using the app while a push notification targets those who don’t currently have it open). A full-page message can instantly grab a user’s attention. What are in-app notifications?

Feedback Software 86

Feedback Software Onboarding KPIs Customer Feedback User Testing 86

Userpilot

APRIL 29, 2024

TL;DR SaaS design principles help create intuitive and easy-to-navigate apps that elevate user experience, minimize friction, and improve user satisfaction. Providing easy website navigation for new visitors helps convert them into free trial users. Ultimately, it helps improve customer satisfaction and product adoption.

Feedback Software 81

Feedback Software Research Software Analytic Tools Customer Experience 81

Userpilot

FEBRUARY 28, 2023

Customer preference feedback shows you which feature or design users like better. In-app rating feedback is a quick way to assess user satisfaction with a particular experience. To collect customer loyalty feedback , use NPS surveys. Customer preference feedback survey. What do we mean by acting on it?

User Testing 75

User Testing Customer Feedback Feedback Software Product Research 75

Userpilot

DECEMBER 22, 2022

User activation rate tells you the proportion of ‘activated’ users. Time to value (TTV) refers to the average time it takes for a user to realize the expected value of your product. The churn rate tells you how many users are leaving the product during your onboarding phase. User sentiment metrics.

Onboarding KPIs 86

Onboarding KPIs Analytic Tools Customer Experience Customer Feedback 86

Userpilot

MARCH 25, 2024

User sentiment analysis is the process of collecting user feedback data and analyzing the sentiment and intent behind it using tools like natural language processing. Tracking customer sentiments provides insights that help you make product improvements, enhance the customer experience , and boost customer satisfaction.

Data Visualization 83

Data Visualization Feedback Software Analytic Tools Reporting Tools 83

Userpilot

AUGUST 28, 2023

As the number of potential customer communication channels and touchpoints continues to increase, omnichannel communication is a must. As customers switch from email to social media, in-app messaging , live chat, push notifications, and more, you need a way to connect them all and deliver a seamless experience to users.

Analytic Tools 79

Analytic Tools Research Software Customer Communications Data Visualization 79

Userpilot

OCTOBER 30, 2023

Looking for a good in-app messaging tool and wondering which one of Appcues, Chameleon, and UserGuiding is the best option for your SaaS company? There are plenty of tools for in-app messaging on review sites, but they don’t make the choice any easier. Let’s compare them! Let’s dive in!

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Messaging 52

Userpilot

OCTOBER 11, 2022

Your customer support team gets overloaded. Unhappy customers will let you and your customer support team know they are unhappy with your product. This means your customer support agents will get tonnes of messages and calls, making it hard for them to properly approach each customer.

Customer Feedback 84

Customer Feedback Customer Experience Feedback Software User Testing 84

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. Now more than ever, businesses need to build strong, long-lasting relationships with their customers to thrive.

Feedback Software 118

Feedback Software Events Customer Communications Data Visualization 118

Userpilot

AUGUST 14, 2021

Let’s talk about what the customer engagement score is, how to measure it and why it’s one of the most important customer engagement metrics for your SaaS business. Customer engagement refers to all the ongoing meaningful interactions between a brand and its customers across all touchpoints over a customer’s user journey.

Analytic Tools 98

Analytic Tools Feedback Software User Testing Customer Experience 98