Userpilot

FEBRUARY 4, 2025

Tracking the right user metrics helps you precisely identify issues in the product experience rather than feeling lost in a sea of data. Choosing the wrong KPIs can be more damaging than you think – it drains your teams resources, shifts focus away from real problems, and ultimately, disrupts the customer experience.

Onboarding KPIs 59

Onboarding KPIs Data Visualization Customer Feedback Customer Experience 59

The Product Guy

JUNE 18, 2020

To increase confidence in the products and solutions a company is putting in front of customers. Investment & Resources. Do we have the resources to staff and monitor customer forums? Are customers being engaged directly? Customer Satisfaction. Do customers feel like they are being heard?

Product Research 412

Product Research Feedback Loop Feedback Software User Testing 412

Product Innovation Educators

DECEMBER 9, 2024

Instead, it starts with simple steps: Empower employees to solve problems within their sphere Give managers tools to improve systems Create clear boundaries for decision-making Focus first on eliminating obvious inefficiencies The key is starting with small, achievable improvements that build confidence and capability for bigger innovations.

Systems Review 245

Systems Review Data Visualization Framework User Testing 245

Userpilot

APRIL 3, 2024

Wondering how to create a resource center for your SaaS product? 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.

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Userpilot

MARCH 30, 2025

1 Engagement DAU/MAU Understand daily and monthly active user engagement and overall app popularity. 2 Engagement Feature adoption Gauge user interest in new features and optimize feature development. 3 Engagement Average user session length Measure user interactions and identify areas for improved content or flow.

Analytic Tools 96

Analytic Tools Research Software Onboarding KPIs Data Visualization 96

Intercom, Inc.

MAY 26, 2022

If you sell a highly customizable product, for instance, where it’s difficult to offer “standard” customer support resources or self-service tools, your support personnel might deal with a larger volume of incoming requests. Create a more robust knowledge base for your customers. What is a good FCR rate? .

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Intercom, Inc.

JULY 28, 2021

The self-serve support layer is key to being able to provide personal support at scale, serving as a resource for customers to find answers to their own questions and get quick resolutions through help content , bots, and automation. Boosting customer satisfaction through efficient, personalized support.

Reporting Tools 239

Reporting Tools Research Software Inbound Customer Experience 239

Userpilot

JULY 20, 2024

TL;DR An experience strategist designs and optimizes user experiences across different touchpoints to enhance customer satisfaction and engagement. They combine insights from user research , data analytics, and design thinking to create cohesive and compelling experiences that align with business goals.

Data Visualization 94

Data Visualization Analytic Tools Research Software Feedback Software 94

Userpilot

JUNE 29, 2024

Onboarding new customers and localizing its support resources for other markets. Solution : RecruitNow implemented Userpilot to create in-app onboarding flows with video tutorials and tooltips, supplemented by a resource center and automated localization. They also used it to conduct onboarding and customer satisfaction surveys.

User Testing 105

User Testing Feedback Software Analytic Tools Customer Experience 105

The Product Guy

JANUARY 7, 2025

The project, intended to improve customer satisfaction and reduce operational costs, was plagued by missed deadlines and escalating budgets. Or maybe a lack of resources? In one of our strategy sessions with senior executives, I posed a pivotal question: Are we addressing the real bottlenecks? Is it a miscommunication?

Feedback Software 150

Feedback Software User Testing Weak Development Team Customer Experience 150

Product Management University

NOVEMBER 3, 2020

Huddle up with your fellow product managers and add new items to your product backlogs collectively that give you more direct hits against those customer business priorities. These are your new portfolio priorities and should be planned and resourced as such.

Customer Experience 246

Customer Experience Customer Satisfaction Workshop Vision 246

Userpilot

MAY 1, 2024

TL;DR User needs analysis refers to using various techniques to understand users’ aspirations, goals, and pain points. It helps you make data-driven decisions to enhance your product and keep up with changing user needs to improve user satisfaction. Usability testing can also come in handy. Book a demo now.

User Testing 110

User Testing Feedback Software Analytic Tools Research Software 110

Alchemer Mobile

DECEMBER 21, 2022

Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action. In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

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. Add a resource center in your product with Userpilot.

Onboarding KPIs 98

Onboarding KPIs Customer Experience Customer Feedback User Testing 98

UX Planet

DECEMBER 25, 2024

Interaction Design Foundation The cost of poorUX Poor UX doesnt only affect users in the short term. UX debt is the hidden cost that builds up when UX issues are ignored, leading to poor customer satisfaction, higher development costs, and eventually a loss insales. I believe it creates something more: UX debt.

UX 105

UX Feedback Software Customer Experience User Testing 105

Intercom, Inc.

APRIL 7, 2020

For video marketing software Wistia , they’re doubling down on educational resources that take a “help first” approach. When customers do need to reach out, 35% are setting expectations upfront about when they can expect a response. Most of the tickets we get are questions from new users around basic usage.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Intercom, Inc.

FEBRUARY 24, 2021

Use the “Show customer satisfaction” view to generate a color-coded summary of customer satisfaction rates by topic. This handy visualization can help you identify specific topics where support reps may need more assistance to meet customer expectations. No problem.

Data Visualization 243

Data Visualization Reporting Tools User Testing Customer Experience 243

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

User Testing 223

User Testing Customer Experience Research Software Product Research 223

Userpilot

DECEMBER 31, 2024

Variety of UI patterns to engage users, including modals , tooltips , and slideouts. Robust resource center functionalities for offering self-service help. A/B and multivariate testing for optimizing user experiences. Analytics reports like paths, funnels, and cohort tables for visualizing user behavior data.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Intercom, Inc.

DECEMBER 8, 2020

For example, you might identify patterns in your attrition rates (metric), indicating whether or not your intention to increase customer satisfaction rates for the quarter (KPI) is on track. It can also guide your hiring process if increasing headcount is required to guarantee 24/7 coverage for customers. Customer satisfaction.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Userpilot

JULY 24, 2024

Launching a product without a well-defined product strategy framework is similar—you risk wasting resources without a clear path to success. Benefits of a product strategy framework include better alignment between product development and business goals and improved user satisfaction.

Data Visualization 111

Data Visualization Framework Product Strategy Analytic Tools 111

UX Planet

OCTOBER 24, 2024

Customer relationships: Types of relationships a company establishes with specific customer segments. Revenue streams: How your company makes money from each customer segment. Key resources : The most important assets required to make your business model work (e.g., physical, intellectual, human, financial resources).

User Testing 105

User Testing Data Visualization Product Research Research Software 105

UX Planet

MARCH 29, 2025

By dedicating resources to refine these moments, businesses can enhance conversion rates, drive up sales, and minimize customer turnover. Enhancing Brand Image: Theres a direct link between user satisfaction and brand perception. This leads to frustrated users who leave poor reviews or abandon the product altogether.

Feedback Software 64

Feedback Software UX Weak Development Team Research Software 64

Userpilot

APRIL 22, 2024

Despite having an easy-to-use product, users still need assistance to perform certain tasks or solve issues. That’s what end-user support is for. You can offer in-app support through live chats, resource centers, or interactive walkthroughs. There are different types of end-user support: Task-specific support.

Data Visualization 105

Data Visualization Feedback Software Analytic Tools Reporting Tools 105

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. What is the customer satisfaction score (CSAT)?

User Testing 105

User Testing Product Research Data Visualization Customer Experience 105

Alchemer Mobile

JUNE 4, 2019

This in-app analytics tool helps companies make data-driven iterations to their apps and gain a better understanding of how product changes impact customer satisfaction. This saves companies valuable time and resources. When a mParticle customer creates an event in their app, the events forward to Apptentive.

Feedback Software 240

Feedback Software Analytic Tools Data Visualization User Testing 240

Alchemer Mobile

FEBRUARY 2, 2021

They focus all of their time and resources on building a great app. To make your job a little easier, we’ve curated a list of resources to the submission processes of the three most popular app stores: Apple App Store Review Guidelines. Check out our resource library for free guides to an array of popular app marketing metrics.

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

Alchemer Mobile

SEPTEMBER 10, 2021

It is more important than ever to be able to identify gaps in the customer experience down to the individual ID. When you can quickly identify and analyze issues by passing through custom information like this, you will ultimately save valuable time and resources. How to create mobile surveys.

User Testing 236

User Testing Feedback Software Product Research Customer Feedback 236

Userpilot

JULY 4, 2024

Turning actionable insights into marketing strategies by improving user engagement and customer satisfaction based on analysis results. Continuously measuring product performance and the impact of your strategies to ensure ongoing adaptation to changing user needs and market conditions.

Data Visualization 111

Data Visualization Onboarding KPIs Analytic Tools Customer Feedback 111

Userpilot

APRIL 21, 2024

By integrating customer support directly into your software app or website, you can: Boost user retention. Improve customer satisfaction. Resolve issues quicker and provide efficient customer service. Free up support staff to focus on more complex issues by also adding self-service resources.

Analytic Tools 98

Analytic Tools Feedback Software Data Visualization Embedded Analytics 98

The Product Guy

AUGUST 8, 2024

Customer Success Alignment Product Ops ensures that the product development process is aligned with customer success goals. By closely monitoring customer feedback and usage data, Product Ops helps in identifying opportunities to enhance customer satisfaction and loyalty.

Feedback Software 170

Feedback Software Analytic Tools Data Visualization User Testing 170

Alchemer Mobile

DECEMBER 28, 2021

Whether a customer completes a purchase, leaves a review, or mentions your company socially, there is always an emotional state connected to their action. In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent. Get started today!

User Testing 246

User Testing Customer Experience Customer Feedback Feedback Software 246

Userpilot

JULY 9, 2024

Continuously refine your approach through experimentation and testing to maintain a positive impact as customer needs evolve. Some customer experience best practices include : Run surveys throughout the customer journey to gather comprehensive feedback and insights on user satisfaction, ease of use, and product-market fit.

Customer Experience 111

Customer Experience User Testing Research Software Analytic Tools 111

Product Innovation Educators

OCTOBER 16, 2023

When companies take the time to design products that match what the customer needs, profits soar, customer satisfaction (and retention) soars, and employee satisfaction gets a nice uptick too. Her book, Customers Know You Suck , address how to better understand, attract, and retain customers.

User Testing 285

User Testing Product Research Customer Experience User Friction 285

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 105

Feedback Software Research Software Analytic Tools Customer Experience 105

Userpilot

NOVEMBER 28, 2024

Userpilot is a product growth platform that helps companies increase adoption, user satisfaction, and product stickiness. It combines session recording with other features like product analytics, user onboarding, and in-app surveys, making it an all-in-one solution for understanding and improving the user experience.

Analytic Tools 105

Analytic Tools Research Software Feedback Software Reporting Tools 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