Author: Joe Daniels

Product Experience \ User Onboarding
3 Product Experiments to Reduce Product Churn
March 26, 2020

If there’s one thing every SaaS company is worrying about now - it's product churn. Amid the uncertainties of the coronacrisis - a lot of businesses are looking for unnecessary costs to cut. As we wrote in our previous post on customer retention tactics for the time of crisis - trying to stop people from cancelling by giving them discounts is a quick-fix that will backfire in the long run. It's like trying to cure an illness with paracetamol -...

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Product Experience
In-app Guidance: How to Activate your Users Without Boring Them
March 20, 2020

Every aspect of your product’s onboarding should be aimed at achieving one thing: Activating your users. That’s the end goal. If you’re currently struggling to activate users, then you may need to look at improving your in-app guidance. In-app guidance is a fancy way of describing the onboarding that happens within your product. In other words, it discounts any emails you send, or any kickoff calls you do. It focuses purely on what happens...

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Product Experience
How to Onboard Invited Users to your SaaS Product
March 11, 2020

Before we dive into how to onboard invited users, let us ask you a question... Do you remember how you joined Facebook? Chances are this is ancient history for you and you don't - but if you joined around the years 2006-2008, your relationship with Facebook probably started from an email with the following subject line: [Name of your friend] invited you to join Facebook! A lot of digital products rely on network effects - meaning that the more...

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Growth \ Product \ Product Experience \ Product Management
What Is Product Marketing and Why You Should Care
February 20, 2020

The new trend of product-led growth in the SaaS world flips the old marketing and sales rulebooks on their heads. Product marketing is a large part of this shift. With software development becoming cheaper and more and more democratized, the competition in the SaaS market has become fierce. And so - the purchasing decisions are now made by the end-user - not execs. From: BUILD. Product-Led Growth. The End-User Era. In recent years,...

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Product Experience
How to Improve Product Experience and Scale your SaaS
February 13, 2020

Product experience is fast becoming one of the most important things to consider when it comes to growing your SaaS company. It has a direct impact on how users interact and engage with your company. It affects retention and churn, MRR and CLV. In short, it’s really important. That’s why we’ve put together this guide. We’re going to explain exactly what product experience means, why you need to start caring about it, and steps you can take...

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User Onboarding
Amazing Whatfix Alternatives to Improve your Onboarding
February 13, 2020

Whatfix is a popular onboarding platform, but it does have several weaknesses. As a result, we thought we’d tell you about some of the best Whatfix alternatives that you can use to improve your onboarding. The amazing tools we’re going to cover will suit a range of different businesses, so you’ll definitely find one that suits you. We’re going to look at: Userpilot — For SaaS user onboarding Toonimo — For audiovisual employee...

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Product Experience
5 Customer Education Ideas to Reduce SaaS Churn
February 7, 2020

Customer education should be one of your biggest priorities. Why? Because it improves customer retention and reduces churn. That’s every SaaS company’s dream, right? A study by Bain and Co. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. That’s a massive gain for a little amount of work. One of the biggest reasons that customers churn is that they don’t know how to use your product. They end up getting no...

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Case Studies \ Good UX Inspiration
[CASE STUDY] How Platformly Onboard Users with their Complex Product
February 6, 2020

  Onboarding is a crucial part of any SaaS product. It educates your users, and helps them start seeing value from your product right away. It becomes even more important, however, if your product is particularly complex. Platformly is a marketing automation platform. Among its many features is the ability to nurture leads, analyze customer journeys, and develop personal relationships. It’s a fantastic product, but the wide range...

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Case Studies
[CASE STUDY] How Sked Social Tripled Conversions with a Checklist
January 27, 2020

One of the most popular onboarding elements that Userpilot customers use is the checklist. Checklists provide users with a series of tasks they must complete if they want to make the most of your product. It’s a very effective way of guiding users through your product and towards activation. Sked Social found that when their customers completed the checklist, they converted 3x more than customers who did not complete the...

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Product Experience
Net Promoter Score (NPS): The Complete Guide for SaaS
January 22, 2020

As more and more SaaS companies attempt to increase customer loyalty, more and more ways of measuring it are developed. One of the most popular methods is Net Promoter Score (NPS). In fact, 55% of companies around the world use NPS to measure customer loyalty and satisfaction. And yet, very few actually make any use of their NPS (other than bragging about it in meetings): Net Promoter Score can be so much more than a 'vanity metric' though - when...

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