Tom Tunguz

NOVEMBER 9, 2016

A few weeks ago, I had my first customer support experience of the future. Why did it feel so different than a traditional customer support call? That’s an interesting, unsolved user experience and engineering problem, and a big opportunity. ” It was truly remarkable.

Customer Support 100

Customer Support Payment Methods Payment Solutions Systems Review 100

User Pilot

APRIL 17, 2024

A few of the major features to look out for in customer insight platforms are user surveys, behavior analytics , segmentation , and data visualization. Userpilot offers in-app surveys , user action tracking, and behavior analysis to provide granular insights and improve user experience and product development.

AI Search 103

AI Search Social Media Cross-platform App Design (Application) Systems Review 103

Baremetrics

FEBRUARY 2, 2021

Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success.

Customer Support 59

Customer Support Payment Methods SaaS Payments Payment Solutions 59

User Pilot

APRIL 10, 2024

Knowledge bases offer lots of benefits, including improved customer satisfaction , reduced load of customer support agents , and improved self-service support. Your knowledge base should include articles, FAQs, checklists, video tutorials , links to customer support agents, product releases, and feedback widgets.

Software Review 103

Software Review AI Search SaaS Technical Review 103

User Pilot

MARCH 24, 2024

Looking for user flow examples to inspire your UX design process ? This article shows you 11 examples across different user journey stages. We also cover best practices to help you create logical user flows and develop memorable user experiences. Forgot password user flow. Onboarding flow for new users.

Payment Solutions 105

Payment Solutions Payments Software Review SaaS Payments 105

Tom Tunguz

AUGUST 29, 2023

Large-language models have transformed how millions interact with products : from customer support to code generation to legal document analysis. These new engagement models invite users through a meaningfully different product journey. Understanding user behavior is essential to building great products.

Artificial Intelligence 194

Artificial Intelligence User Experience Customer Support Engagement 194

Payrix

MARCH 6, 2024

Strategic partnerships and mobile-first experiences will be important considerations for software companies looking to win with Embedded Payments this year. Therefore, software companies looking to optimize the user experience with payments must choose a payments partner wisely.

Payments 100

Payments Embedded Payments Merchant Services Payment Solutions 100

Tom Tunguz

MARCH 6, 2023

For most companies, the data science team analyzed data & wrote machine learning models to support the business functions : sales, marketing, customer support. ChatGPT has catalyzed an expectation in users’ minds that all products should converse with users & should be rather intelligent.

Artificial Intelligence 198

Artificial Intelligence ChatGPT Engineering Machine Learning 198

Totango

JULY 18, 2018

Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From onboarding challenges, to user experience difficulties, to product misfires, the Customer Support or Customer Service agent is often the customer’s “first responder.”.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

Payrix

JANUARY 30, 2024

Misty Novich VP of Payment Solutions, Neon One Realizing revenue potential Before partnering with Payrix, Neon One was juggling multiple payment partners with poor customer support and technology too cumbersome for their clients to navigate.

Payments 130

Payments Merchant Services Payment Solutions Payment Services 130

User Pilot

APRIL 3, 2024

Provide self-service support : Offering resource centers empowers customers by giving them the tools to solve problems independently. Self-service is what most customers prefer, according to research by Zendesk. Follow these seven steps to build a resource center that provides valuable support and enhances user experience.

AI Search 105

AI Search Software Review SaaS AI 105

Intercom, Inc.

FEBRUARY 9, 2021

With customer experience rapidly becoming a key differentiator , resulting in increased consumer loyalty, more revenue, and greater cost savings, it’s more important than ever to stand out or lose out. So how do you begin to close that gap and deliver world-class customer support at scale? Turn to personalized automation.

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

Totango

DECEMBER 20, 2023

Enterprise business leader in computer software Here are more reasons why customers love Totango, as highlighted in their reviews on G2: Implementation : Totango’s robust onboarding experience, smooth integration with external tools like Salesforce, and ongoing support make implementation a breeze.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

User Pilot

AUGUST 23, 2023

Key CX design principles are the customer journey , goal settings frameworks , a customer-centric approach , and collaborative effort. Collect data for customer insights from customer feedback , the customer support team, in-app user click tracking , and analytics.

Strategy 96

Strategy Software Review User Experience Technical Review 96

User Pilot

DECEMBER 12, 2023

Common research techniques include user behavior analysis, surveys, and interviews. Having identified the problems, use a framework like RICE or ICE to prioritize those that will make the biggest impact on user experience when solved. They also highlight the timeline for the updates and their impact on user experience.

User Experience 105

User Experience Customer Lifetime Value Metrics Interviewing 105

Intercom, Inc.

JUNE 8, 2022

As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared – it often feels like teams now need superhuman speed just to keep up. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.

Scaling 229

Scaling Customer Support User Experience Metrics 229

User Pilot

JANUARY 29, 2024

TL;DR SaaS UX design is a process of creating a smooth and pleasant user experience for SaaS products. A well-crafted UX design increases customer satisfaction, improves user engagement, minimizes friction and churn, and improves customer retention.

SaaS 105

SaaS Interviewing User Experience Onboarding 105

User Pilot

FEBRUARY 25, 2024

Google Chrome offers omnichannel experiences across all devices. Be it customer engagement or user communication , craft comprehensive omnichannel experiences for your users and deliver memorable user experiences. Users want instant resolutions to their problems.

SaaS Payments 105

SaaS Payments Trends Payment Solutions Payment Methods 105

User Pilot

MAY 17, 2023

We also look at a few examples of companies delivering outstanding product experiences. TL;DR Product experience (PX) is the overall response that the product evokes in users when they interact with it. User experience (UX) refers to how easy it is for users to accomplish their goals inside the product.

Customer Lifetime Value 98

Customer Lifetime Value User Experience Onboarding Scale 98

User Pilot

JULY 24, 2023

Are you looking for Zendesk integrations to boost the efficiency of your self-service customer support? The article explores the best Zendesk integrations for: Customer support Customer feedback Productivity Email and social media communication Analytics and reporting Let's get right to it!

Marketplace as a Service 97

Marketplace as a Service AI Search Social Media Customer Support 97

User Pilot

JUNE 20, 2023

It helps you better understand your customers’ needs and pain points and continually improve your product. So let’s see how you can collect customer feedback for analysis and understand user sentiment to improve the user experience. The bad user experience can even cause churn.

Data 96

Data Scale User Experience Underperforming Technical Team 96

User Pilot

NOVEMBER 28, 2022

Sometimes users churn because of price issues – either you misled them with the value of your product, or they don’t think the value matches the price outright. Finally, customers churn because of difficult user experiences that make it a struggle to use the product. Most customers prefer self-service support.

Churn 98

Churn Software Review SaaS User Experience 98

User Pilot

FEBRUARY 25, 2024

Enhance sales funnel conversions with in-app guidance , using interactive walkthroughs to showcase features and reduce user frustration. Proactive in-app support enhances user experience and conversion rates by delivering targeted, contextual help to users as needed. A/B testing with tooltips with Userpilot.

Sales Funnel 105

Sales Funnel Metrics User Experience Branding 105

User Pilot

FEBRUARY 25, 2024

This lets product managers and marketers track how users progress through each stage. By visualizing the conversion rate at each step, funnel analysis identifies where users drop off and highlights opportunities for improving the user experience and increasing conversions. Funnel analysis report generated using Userpilot.

SaaS Payments 105

SaaS Payments Payment Services Payment Methods Payment Solutions 105

User Pilot

SEPTEMBER 7, 2023

At the very least, a journey map will help you easily analyze and make data-driven decisions to improve the user experience. It also helps align your teams by ensuring everyone is on the same page regarding customer interactions. To illustrate, imagine a company identifies a need to improve its customer support process.

B2B 105

B2B SaaS User Experience Retention 105

User Pilot

DECEMBER 6, 2023

Using the product to solve real-world problems also helps them to better empathize with their customers and understand their needs and pain points. Thanks to dogfooding, companies increase their chances of delivering a positive user experience right off the bat. This includes their CEO, Logan Green.

Software Development 98

Software Development Sales Recruiting Development Software Review 98

User Pilot

MAY 31, 2023

By leveraging AI-powered solutions, SaaS companies can unlock a myriad of opportunities to enhance customer satisfaction, engagement , and overall user experience. TL;DR AI in customer experience refers to the use of AI technologies to enhance and improve the interactions between businesses and their customers.

Artificial Intelligence 97

Artificial Intelligence AI Machine Learning SaaS 97

User Pilot

NOVEMBER 30, 2023

TL;DR Market gaps are the disparities between what customers need and want , and what the market can deliver. A market gap can be caused by missing functionality or poor user experience. The obvious reason is the lack of products or features that adequately address user requirements or pain points.

Underperforming Technical Team 105

Underperforming Technical Team Marketing Market Research Outsourced Development 105

User Pilot

FEBRUARY 25, 2024

To identify friction in the user journey , analyze feature usage trends for negative patterns and use heatmaps and session recordings to spot friction points on specific pages. Funnel analysis can help you identify the general area where users experience friction. NPS survey in Userpilot to identify customer friction.

Scale 104

Scale SaaS Onboarding Engagement 104

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.

Revenue 223

Revenue Scale AI Search Customer Support 223

User Pilot

JULY 14, 2023

And eight ways to create an experience that makes users stay. TL;DR A bad customer experience doesn’t meet customer expectations. It includes slow service, a poor customer support team, or complete under-servicing of customer needs. Use a chatbot to answer customer questions 24/7.

SaaS 96

SaaS Social Media Customer Support Technical Review 96

User Pilot

JANUARY 27, 2023

Collect qualitative user feedback and use it to make product exploration easier. Track user behavior data to identify friction and help users reach activation stages with in-app guidance. Provide adequate customer support during the trial to help users activate and show off your commitment to serving them.

SaaS Payments 98

SaaS Payments B2B SaaS Payment Solutions 98

User Pilot

FEBRUARY 14, 2024

The Salesforce AI model can use data from Userpilot to make more accurate predictions and provide users with better recommendations. Teams can use the attribution data from Salesforce to personalize user experiences inside the product. To find out more about the capabilities of the integration and how to set it up, get the demo!

AI 105

AI Engagement User Experience SaaS 105

User Pilot

JUNE 22, 2023

You can improve customer satisfaction by taking the time to reduce customer support load, which includes reporting bugs, canceling accounts, and seeking assistance to complete tasks. Addressing this burden enhances the customer experience, leading to greater overall satisfaction. Book a demo to learn more!

Customer Support 96

Customer Support Underperforming Technical Team AI Search Social Media 96

User Pilot

AUGUST 30, 2023

Wondering how to improve satisfaction by reducing your time to resolution for customer issues? Time to resolution is a critical customer service metric that can make or break your customer support’s reputation. You can calculate resolution time by averaging support ticket resolution’s start and end times.

Customer Lifetime Value 104

Customer Lifetime Value Customer Support AI Onboarding 104

User Pilot

DECEMBER 23, 2023

Identifies friction and drop-offs early on in the new user journey By tracking user retention rates for different user cohorts, you can identify friction points in the user journey because that’s where users tend to drop off. How to measure user retention rates? Let’s start with the hard way.

Retention 104

Retention Customer Lifetime Value Social Media Churn 104