UX Planet

FEBRUARY 20, 2024

In the rollercoaster ride of customer experience (CX), pain points aren’t just bumps but wild loops demanding attention. These pain points often show up at three distinct levels: the interaction level, customer-journey level, and relationship level. Hello, is Anyone There?” ?? — Waiting

User Friction 97

User Friction Customer Experience User Testing Research Software 97

Intercom, Inc.

MARCH 16, 2021

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. Why proactive support is your first line of defense.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Userpilot

DECEMBER 18, 2024

Without effective UX analytics that goes beyond collecting data, you’re losing valuable customers. Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. But over time, customer needs evolved. I will discuss why in just a second.

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. I mentioned at the start our company values: obsessesing over our customer success. Thomas: Awesome.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

Alchemer Mobile

AUGUST 19, 2024

“We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.” – Jeff Bezos, founder of Amazon. For product managers, the path to success—both on an individual level and for the company as a whole—depends on a deep understanding of their customers.

Product Research 172

Product Research User Testing Customer Feedback User Friction 172

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Mind the Product

MARCH 14, 2019

Eventually the machine displays an error message, spits out your card, and you have to start the entire process again. Introducing humanising touches to your product can diffuse user frustration in a similar way. Illustrations can Increase Customer Satisfaction. You’re left staring at a blank screen.

Customer Satisfaction 185

Customer Satisfaction User Testing Banking Customer Experience 185

Userpilot

JUNE 9, 2023

Are you struggling with segmenting onboarding messages for your customers? Not all of your customers have the same jobs to be done or are in the same stage of the customer journey. This makes it crucial to segment customers based on their common characteristics and personalize the experience for each segment.

Messaging 94

Messaging Feedback Software Product Research Customer Feedback 94

Userpilot

SEPTEMBER 2, 2024

Now, imagine applying this level of understanding and customization to your marketing strategy. A customer-led marketing strategy is about transforming your approach to reflect the same level of personalization. It helps build customer retention and brand loyalty. Prioritize features based on what your customers need.

User Testing 111

User Testing Customer Feedback Customer Experience User Friction 111

BrainMates

OCTOBER 20, 2024

The Customer Service Gap Model By ADRIENNE TAN In competitive markets, delivering superior customer value is a top priority. It’s not just about creating a great product—it’s about ensuring the entire customer journey, from initial interaction to post-purchase support, exceeds expectations.

Data Visualization 52

Data Visualization User Testing Customer Feedback Customer Experience 52

Userpilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. Why is it important? How to create it?

Customer Experience 111

Customer Experience User Testing Research Software Analytic Tools 111

Userpilot

JULY 24, 2024

Benefits of a product strategy framework include better alignment between product development and business goals and improved user satisfaction. Define your positioning and messaging to get a clear idea of how you’ll promote your product once it’s ready for your target market. Book a demo now.

Data Visualization 111

Data Visualization Framework Product Strategy Analytic Tools 111

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

Data Visualization 218

Data Visualization Reporting Tools Customer Experience Customer Feedback 218

The Product Coalition

JULY 19, 2022

Let’s discuss ways to build strategies for high-value customers and work towards establishing a great product experience Who are high-value customers High-value customers are users who have already subscribed, signed up to your product, or own some of your products if you have many products in your ecosystem.

User Friction 140

User Friction Customer Experience User Testing Customer Feedback 140

Intercom, Inc.

AUGUST 18, 2021

There’s a good reason that the seemingly simple Net Promoter Score (NPS) has become a ubiquitous, revered statistic in modern business – this single number is viewed as a measure of customer loyalty, a way to benchmark competitive performance, and has been proven to correlate with revenue growth (hence the popularity).

Product Research 232

Product Research Data Visualization Customer Feedback User Testing 232

Userpilot

MAY 26, 2024

A Customer Effort Score (CES) survey is a powerful tool for assessing how easy it is for customers to interact with your product. It helps you identify areas for improvement and enhance the user experience. Customer effort score calculation. CES surveys might not be enough to collect 360-degree customer feedback.

Customer Experience 103

Customer Experience Customer Feedback Product Research User Friction 103

Intercom, Inc.

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. What is a customer service experience?

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 105

Data Visualization Analytic Tools Feedback Software Customer Experience 105

Userpilot

OCTOBER 22, 2023

TL;DR A customer retention funnel refers to the various stages customers pass through when interacting with a company, from initiation to ultimately becoming loyal brand advocates. Understand and address customer pain points by collecting feedback via customer surveys. Let’s dive right in! Get a demo now.

Feedback Software 104

Feedback Software Analytic Tools Customer Experience User Friction 104

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

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

User Testing 129

User Testing User Friction Customer Experience Customer Feedback 129

Userpilot

NOVEMBER 13, 2023

If you want loyal customers who keep coming back to your product or service, you need customer enablement. Instead, you also have to help customers get the maximum value from it. That’s exactly what effective customer enablement does – it helps customers get all the tools needed for successful product engagement.

Feedback Software 105

Feedback Software Data Visualization Analytic Tools User Testing 105

Userpilot

MARCH 30, 2025

A successful mobile app must consistently transform fleeting interactions into lasting customer relationships. 4 Key steps to building a successful mobile app engagement strategy Building a successful user engagement strategy requires an in-depth understanding of your users and their goals with your product. within those stages.

Analytic Tools 66

Analytic Tools Feedback Software Download Onboarding KPIs 66

Userpilot

MAY 8, 2024

If your product doesn’t satisfy customer needs, its future looks bleak. You won’t be able to retain your users or convert them into paying customers. You will learn about different types of customer needs and how to identify them. You will learn about different types of customer needs and how to identify them.

Data Visualization 105

Data Visualization User Testing Customer Feedback Analytic Tools 105

Userpilot

JULY 4, 2022

Why should you adopt a customer-led growth strategy in your SaaS? Is it possible to increase user engagement by focusing on a customer-led growth strategy and hit the metrics you are hoping for? Specifically, we’ll consider: Three reasons why the customer-led growth approach is the best go-to-market strategy.

Feedback Software 119

Feedback Software Analytic Tools Customer Feedback Customer Experience 119

Userpilot

OCTOBER 20, 2022

In this article, we’ll discuss 10 strategies you can use to improve your Net Promoter Score and thus increase customer satisfaction and loyalty. The Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty. It helps you track customer satisfaction and loyalty. Here’s why.

Feedback Software 98

Feedback Software Analytic Tools Research Software User Testing 98

Userpilot

APRIL 16, 2024

Customer journey insights enable marketing, product, design, and customer success teams to make informed decisions and create better customer experiences. In this article, we explain: What customer journey insights are. How they are linked to customer journey analysis and customer journey mapping.

Data Visualization 105

Data Visualization Customer Feedback Analytic Tools Feedback Software 105

Alchemer Mobile

AUGUST 26, 2024

“The aim of marketing is to know and understand the customer so well that the product or service fits them and sells itself.” – Peter Drucker, founder of Drucker Institute For marketers, success depends heavily on a deep understanding of their target audience. What additional content or promotions are customers eager for?

User Testing 113

User Testing Customer Feedback Feedback Software Customer Experience 113

Userpilot

MARCH 29, 2024

Looking for practical customer journey analytics examples to inspire your own strategy? This guide discusses how customer journey analytics can help you understand customer interactions with your business. Create customer journey maps to outline the challenges and expectations of your customers. Book a demo !

Data Visualization 102

Data Visualization Analytic Tools Customer Feedback Customer Experience 102

Userpilot

MAY 21, 2023

Nowadays, it’s not enough for SaaS companies to provide their users with the necessary features and services and help them out when they have questions. TL;DR Proactive help is when you find and address potential customer issues before they even arise. Here are some ways you can be proactive in your customer support: 1.

Feedback Software 98

Feedback Software User Friction User Testing Customer Experience 98

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

Data Visualization 105

Data Visualization Customer Feedback User Testing Analytic Tools 105

Userpilot

FEBRUARY 28, 2023

If you’re wondering what different types of customer feedback are and how to collect them, you’re in the right place! In this article, we look at 13 different ways to collect feedback that product managers can leverage to gain a deep understanding of customer needs and make informed product decisions.

User Testing 98

User Testing Customer Feedback Feedback Software Product Research 98

Userpilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. TL;DR Customer retention is the ability to keep your customers actively using their products. Key metrics to measure customer retention include customer retention rate , customer churn rate , customer acquisition cost, and customer effort score.

Onboarding KPIs 111

Onboarding KPIs Customer Experience Feedback Software Analytic Tools 111

Userpilot

JULY 22, 2024

By understanding its nuances and implementing effective management strategies, you can turn negative experiences into positive outcomes, boosting customer engagement and loyalty. Negative word of mouth mostly arises from poor customer service , product issues, unfair pricing, and lack of proper customer communication.

Feedback Software 105

Feedback Software Research Software Customer Satisfaction Reporting Tools 105

Userpilot

JULY 9, 2024

Looking for the best customer experience management software to fuel growth and drive product adoption ? TL;DR Customer experience management software is a tool or suite of tools designed to help businesses manage, track, and optimize customer experiences. Do you want to manage customer lifecycle stages effectively?

Analytic Tools 103

Analytic Tools Feedback Software Research Software Reporting Tools 103

Userpilot

JULY 16, 2024

Providing a great product experience helps SaaS companies reduce churn and improve product management metrics like customer satisfaction and customer lifetime value. Not to be confused with customer experience , which is broader and envelops all interactions a user has with your company, not only those specific to the product.

Analytic Tools 105

Analytic Tools Feedback Software Research Software Product Research 105

Userpilot

SEPTEMBER 14, 2023

What customer discovery questions should product managers ask to accurately identify the unsatisfied needs of potential customers and validate ideas? TL;DR Customer discovery questions enable product teams to better understand customer needs and problems so that they can build products that the potential customer truly needs.

Product Research 103

Product Research Customer Feedback Data Visualization User Testing 103