UserIQ for Customer Satisfaction: Features, Pricing, and Review
Looking for an effective customer satisfaction tool and wondering if UserIQ is the best option for your SaaS company?
With numerous UserIQ alternatives, it can be challenging to make a final decision.
In this article, we’ll delve into precisely that – helping you determine whether UserIQ is the ideal choice for your customer satisfaction needs. We’ll explore its features, pricing, and offer a comprehensive review to aid in your decision-making process.
Let’s get started!
TL;DR
- UserIQ is a good choice for customer satisfaction and it comes with features such as user journey mapping, self service support, in-app support, and interactive user guides.
- Here are three succinct reasons why you might consider an alternative to UserIQ:
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- Budget Constraints: If you’re operating on a tight budget, alternatives may offer more cost-effective pricing options, making them a better fit for small startups or businesses with limited resources.
- Onboarding Tour Limitations: If you are looking for features like onboarding checklists and more comprehensive product guide functionality, you might consider using a tool like Userpilot.
- No Free Trial: Most SaaS product teams might want to experiment with a tool before swiping a card for it. UserIQ doesn’t offer a free trial so you can’t test it before making a decision.
- If you’re looking for a better option for customer satisfaction, Userpilot exceeds both functionality and value for money compared to UserIQ.
- Ready to see Userpilot in action? Schedule a demo today to explore its powerful customer satisfaction capabilities firsthand.
Looking for a Better Alternative for Customer Satisfaction? Try Userpilot
What is UserIQ?
UserIQ is a customer success platform that helps uncover health insights, predict user hurdles, and simplify account management.
In addition, UserIQ poses features like a customer health dashboard, product intelligence, plays, and in-app engagements such as user onboarding tours. These features help you predict user behavior, act on it, and create winning experiences.
According to online resources, UserIQ, a tool that was widely utilized by many startups to enhance their customer success initiatives, ceased its operations on May 10, 2022. Despite its shutdown, the company’s online presence remains, allowing us to gather information about its features and functionality.
Must have features of customer satisfaction tools
When choosing a customer satisfaction tool, it’s important to consider its ability to measure satisfaction, predict loyalty, and provide insights. Let’s explore these top features:
- No-code in-app surveys: Short questionnaire surveys like NPS, CSAT, and CES to help measure customer loyalty, satisfaction level, and experience without coding.
- Product usage analytics: An indirect feedback feature to track user interactions and identify popular and overlooked features.
- Passive feedback: These are in-app feedback widgets at various interaction points, allowing customers to provide feedback voluntarily and on their terms.
- Self-help resource center: An intuitive self-service support that quickly guides users to solutions – reducing friction and providing timely assistance for a better user experience.
- Customizable survey templates: These enable you to adjust the survey design using themes, helping it blend in with your brand and ensuring that the feedback forms integrate seamlessly into your user interface.
- Localization: For a global reach, ensure the tool offers customization and translation for various languages.
- Time-based triggers: To capture feedback throughout the customer journey, opt for tools that trigger surveys based on specific time intervals and post-event interactions.
UserIQ features for customer satisfaction
With the right customer experience insights, you can remove the barriers stunting your product growth for ages.
Methods for collecting customer experience insights include collecting customer feedback across touchpoints to identify points of friction, gauging customer sentiment from quantitative data, monitoring customer behavior changes over time through product analytics, and segmenting your user base to analyze and understand their JTBDs, goals, and responsibilities.
So, how can UserIQ help you achieve these insights?
Firstly, UserIQ primes itself as a customer success platform, offering great functionalities to improve customer experience.
Here’s their formula for customer experience: Health + Reporting + Plays + Engagements.
- Visual Reporting & Analytics: With UserIQ Reporting, you’ll end the guesswork and get visual insights into product adoption and customer feedback.
- Purpose-Driven Plays: With UserIQ Plays, your CS team will enjoy an outcome-driven plan of attack for every stage of the customer lifecycle. It’s safe to say these plays work.
- Reimagined Customer Health: See clear customer signals and know your impact on accounts with the stunning UserIQ customer health score dashboard.
- In-App User Engagements: Start the customer experience off right with onboarding tours and grow accounts with in-app messages.
UserIQ’s user journey mapping
A user journey map visualizes all the steps a particular user takes to reach a particular goal while using your product.
UserIQ is not a user journey mapping tool. It can only give you a score rate of your product’s usage. You can look up tools like Userpilot and HubSpot to perform journey mapping.
UserIQ’s self service support
The self-service methodology focuses on giving users the tools necessary to solve some problems independently without having to reach out to support agents. This often includes elements like knowledge bases, chatbots, and interactive walkthroughs.
The only self-service support system UserIQ can offer you is onboarding tours.
Elements like onboarding surveys, welcome screens, and widgets that pop up when a user navigates to a page for the first time can come together to form a comprehensive self-serve onboarding experience. Userpilot makes it easy to implement a help center in an effective yet code-free manner.
UserIQ’s in-app support
In-app support in SaaS refers to the service features that customers can use to receive help directly within the product interface besides connecting with your customer service team.
- Tooltips: With UserIQ tooltips, you can provide your users with insights about new features of your product. It’s so easy to create custom segments and send branded feature tips. After installing the tracking snippet, go to UserIQ Engagements, and you’ll reach customers in the app in minutes flat.
- Onboarding Tours: With UserIQ, you won’t need any of that to set up intuitive product tours. This high-tech solution allows you to build targeted, step-by-step usage guides that can be accessed on-demand.
However, UserIQ doesn’t provide a resource center, essential for providing in-app support.
Userpilot is the most powerful customer support software for SaaS companies that want to build personalized and robust in-app support systems without coding. Book a demo to learn more.
UserIQ’s Interactive user guides
Interactive user guides improve user onboarding and drive product adoption. How? By helping real users build their knowledge base through engaging with interactive content relevant to them.
Here’s an overview of UserIQ’s functionality for interactive user guides:
- Segmented User Guides: UserIQ allows you to create interactive user guides tailored to different user segments. You can start with a welcome screen to segment users and then provide specific guidance based on their needs and roles. This ensures that users receive guidance relevant to their context.
- Intuitive Drag and Drop Creation: Creating interactive user guides with UserIQ is a breeze, thanks to its drag-and-drop interface. No coding or developer expertise is required. This user-friendly approach lets you easily design and customize user guides, saving time and resources.
- Reusable Guides: You can create user guides that can be easily reused across various user segments. This works through UserIQ’s user play feature.
This reusability streamlines updating and maintaining guides as your product evolves. It also ensures consistency in user support, making it a valuable tool for long-term user education and engagement.
What are the pros and cons of UserIQ?
UserIQ pros
UserIQ aims at improving the health usage of customers on your product. Here’s a list of the amazing features it offers:
- Easy In-App Feedback Collection: UserIQ makes creating micro-surveys within your application easy, enabling you to gather instant feedback from your users. This can be invaluable for understanding user needs and improving your product.
- Customer Health Score Dashboard: UserIQ provides a Customer Health Score dashboard, which helps you assess churn liability. This feature allows you to identify at-risk customers and take action to retain them proactively.
- Onboarding Improvement: UserIQ offers simple walkthroughs that can enhance the onboarding experience for your users.
- Extensive Third-Party Integrations: UserIQ supports a wide range of third-party software integrations, enabling you to centralize your data in one location.
UserIQ cons
UserIQ has some great features. However, there are still some loopholes:
- Performance Issues: Bugs and performance issues keep repeating, and the support system is low compared to other tools. There is no availability of a knowledge base documentation on how to use some features.
- Limited UI Patterns: Some of the UI patterns, like hotspots and tooltips, aren’t as functional as users might like. Offers only interactive walkthroughs, known as lanes.
- Doesn’t Support Chrome Extension: Works only in the dashboard and can’t be launched in a Chrome extension.
What do users say about ?
“Bringing Insights Like We Never Had Before!”, Game changer, simple and easy to use — these and many more phrases are used by UserIQ customers to describe the excellent benefits of the product.
The UserIQ platform is an easy-to-use tool that doesn’t require a lot of time or a dedicated admin to provide value. The customer success team is friendly and attentive and is always willing to assist with any issues we may have. Specifically, the health score dashboard gives us an easy-to-understand overview of the health of our customers but also allows us to drill down using a variety of filters to see specific issues that need to be addressed.
One of the major downsides of UserIQ is the lack of a comprehensive functionality for general product adoption purposes. Here’s a bad review of UserIQ per G2:
UserIQ did a good job for what it is, wasn’t a hard integration to our platform but we ultimately ended up looking for another system.
UserIQ pricing
From some observations and per G2, UserIQ has not provided pricing information for this product or service. This is a not-so-good common practice for software sellers and service providers.
3 Reasons why you might need a UserIQ alternative
Here are three succinct reasons why you might consider an alternative to UserIQ:
- Budget Constraints: If you’re operating on a tight budget, alternatives may offer more cost-effective pricing options, making them a better fit for small startups or businesses with limited resources.
- Onboarding Tour Limitations: If you are looking for features like onboarding checklists and more comprehensive product guide functionality, you might consider using a tool like Userpilot.
- No Free Trial: Most SaaS product teams might want to experiment with a tool before swiping a card for it. UserIQ doesn’t offer a free trial so you can’t test it before making a decision.
Userpilot – A better alternative for customer satisfaction
Userpilot gives you an eagle-eye view of the customer experience through user analytics, trend/funnel reports, and feedback collection through different types of surveys.
Here’s how you can use Userpilot to track and analyze customer experience insights:
- User analytics: The users dashboard gives you an overview of all your users while letting you sort by segment, company, or when they were last seen. You can also export user data in bulk as a CSV or click on the Insights tab to see segment-specific insights for a given time period.
- Trends and funnels: Userpilot’s trends and funnels reports let you track certain events like a specific feature’s usage, add filters to narrow down the data, and then create a breakdown based on segmentation data or user attributes — offering quick and actionable CX reports.
- Satisfaction benchmarking: Userpilot has a built-in NPS dashboard that tracks customer loyalty over time. In addition to the NPS dashboard, you can also use Userpilot’s survey templates to run CSAT or CES surveys and gather additional quantitative and qualitative insights on the customer experience.
- Self-service support: Userpilot lets you build in-app resource centers, which can include feedback widgets to collect feedback passively, checklists to walk users through specific processes, or integrations with knowledge bases to leverage existing documentation.
- In-app flows: Userpilot’s no-code flow builder helps you create product experiences that can help you optimize the customer experience by educating customers and reducing their time-to-value (TTV). All UI patterns are available on every Userpilot plan from Starter to Enterprise.
Userpilot’s user journey mapping
User journey mapping helps you visualize all the interactions between users and your product as they try to achieve a particular goal. Userpilot’s detailed user analytics and funnel/trend reports help you track customers as they progress through different stages of their journey.
Here are the Userpilot features you can use for user journey mapping:
- User analytics: The Users dashboard provides detailed analytics of your entire customer base. You’ll be able to sort by segment, company, or time period and add multiple filters to help you narrow results. You can also perform bulk actions and export user data in a CSV format.
- Funnel reports: These reports help you visualize the user journey map by showing which stage, page, or action most users get stuck on. You’ll also be able to view breakdowns so you can see how the user journey changes depending on which OS, browser, or device type a user is on.
- Trend reports: Userpilot’s trend reports offer behavioral insights such as how often users perform a specific action, the number of unique users who take that action, and where in the user journey these actions occur. You can also create custom metrics and build your own charts.
Userpilot’s self service support
Self-service support helps users solve problems themselves instead of having to reach out to a representative. Userpilot’s no-code resource center makes onboarding guides and product documentation easily accessible to users from within your product.
Here’s how you can use Userpilot to create a self-service customer experience:
- No-code builder: Userpilot’s no-code resource center lets you add modules without writing a single line of code. Module options include links, videos, flows, custom JavaScript functions, and checklists. You can also group modules into sections to help users navigate the resource center.
- Module segmentation: Userpilot’s segmentation settings let you hide or show specific modules within your resource center based on audience settings. This makes it possible to create modules for different user segments and hide resources that aren’t relevant to other users.
- Analytics dashboard: The dedicated analytics dashboard helps you see how many unique visitors your resource center gets, how many modules have been clicked, and the overall click rate across your user base. This will make it easier to gauge resource center performance.
Userpilot’s in-app support
In-app support can increase customer satisfaction and retention rates. Userpilot has native in-app support features like resource centers and native tooltips as well as third-party integrations with popular support tools like Intercom to help you cover all your bases.
Here’s an overview of Userpilot’s in-app support capabilities:
- Resource center: Userpilot in-app resource centers let you add flows, checklists, external links, tutorial videos, external knowledge bases, and chatbots. You’ll also be able to view resource center analytics so you can check its performance.
- Native tooltips: In-app support must be proactive — which is why you should insert tooltips that guide users before they even think to open the resource center. Userpilot lets you add native tooltips that appear whenever users hover over an element or click on the info badge.
- Contextual flows: Userpilot’s trigger settings let you create contextual flows that automatically appear when a user reaches a certain page or performs a specific action. This can be used to offer in-app guidance and support whenever users try out a feature for the first time.
- Intercom integration: While Intercom is famous for its live chat embeds, you can do more than that by integrating it with Userpilot. You’ll see which events a user has done within Userpilot and whether or not they’ve completed onboarding to personalize support accordingly.
Userpilot’s interactive user guides
Interactive user guides can help users figure out how to use your product and get them towards activation faster. Here are the Userpilot features you can use for creating interactive guides:
- No-code builder: Userpilot lets you build in-app guides using modals, slideouts, banners, etc., without writing any code. You can also tinker with audience settings to target specific segments or exclude users who meet certain conditions from seeing a particular flow.
- Spotlight elements: The spotlight feature lets you add standalone UI elements like tooltips, hotspots, and driven actions that aren’t part of a multi-step flow. This makes it possible to display contextual guidance when users hover over a feature they’re interested in.
- Funnel reports: Userpilot’s advanced analytics capabilities include funnel reports that show you which pages or actions most users get stuck on. This can help you identify confusing or high-friction areas that can be removed through contextual interactive user guides.
What are the pros and cons of Userpilot?
Userpilot pros
As a full-suite digital adoption platform, Userpilot has all the features you need to onboard users, track analytics, and gather feedback from customers without writing a single line of code. Here are a few pros of using Userpilot as your product growth solution:
- No-code builder: Userpilot’s Chrome extension lets you build flows, add UI elements, and tag features without writing a single line of code.
- UI patterns: There are plenty of UI patterns to choose from when using Userpilot, such as hotspots, tooltips, banners, slideouts, modals, and more!
- Startup-friendly: Userpilot’s entry-level plan gives you access to all available UI patterns so you can hit the ground running.
- Walkthroughs and flows: Build engaging interactive walkthroughs and personalized onboarding flows that target specific segments of your user base.
- Self-service support: Build an in-app resource center to help users solve problems, customize its appearance to align it with your brand, and insert various types of content (videos, flows, or chatbots) to keep your customers satisfied.
- A/B testing: Userpilot’s built-in A/B testing capabilities will help you split-test flows, iterate on the best-performing variants, and continually optimize based on user behavior.
- Feedback collection: Userpilot has built-in NPS surveys with its own unified analytics dashboard and response tagging to help you retarget users. There are other survey types to choose from and you can even create your own custom survey.
- Survey templates: There are 14 survey templates to choose from so you can gather feedback on specific features or run customer satisfaction benchmarking surveys like CSAT and CES.
- Advanced analytics: Userpilot lets you analyze product usage data, monitor engagement on all in-app flows, and use the data to create user segments that are based on behaviors instead of demographics.
- Event tracking: Userpilot’s no-code event tracking lets you tag UI interactions (hovers, clicks, or form fills) and group them into a custom event that reflects feature usage.
- Third-party integrations: Userpilot has built-in integrations with tools like Amplitude, Mixpanel, Kissmetrics, Segment, Heap, HubSpot, Intercom, Google Analytics, and Google Tag Manager so you can share data between all the solutions in your tech stack.
Userpilot cons
Of course, no tool is perfect and there are a few cons to consider before choosing Userpilot as your user onboarding or product growth solution:
- Employee onboarding: Currently, Userpilot only supports in-app customer onboarding.
- Mobile apps: Userpilot doesn’t have any mobile compatibility which could make it difficult for developers with cross-platform applications to create a consistent user experience for both versions of their product.
- Freemium plan: There’s no freemium Userpilot plan so those bootstrapping their startup and need sub-$100 solutions should consider more affordable onboarding platforms like UserGuiding or Product Fruits.
What do users say about Userpilot?
Most users laud Userpilot for its versatile feature set, ease of use, and responsive support team:
I recently had the pleasure of using Userpilot, and I must say it exceeded all my expectations. As a product manager, I’m always on the lookout for tools that can enhance user onboarding and improve overall user experience. Userpilot not only delivered on these fronts but also went above and beyond with its impressive new features, unparalleled ease of use, and truly exceptional customer support.
What truly sets Userpilot apart is its outstanding customer support. Throughout my journey with Userpilot, the support team has been responsive, knowledgeable, and genuinely dedicated to helping me succeed. Whenever I had a question or encountered an issue, their support team was always there to assist promptly, going above and beyond to ensure my concerns were addressed effectively.
Source: G2.
Of course, other users are also kind enough to share constructive criticism regarding specific features like event tracking filters:
“The filtration while analyzing specific events is a little confusing. Understanding of custom properties and data management configuration could have been more organised.”
Source: G2.
Userpilot pricing
Userpilot’s transparent pricing ranges from $249/month on the entry-level end to an Enterprise tier for larger companies.
Furthermore, Userpilot’s entry-level plan includes access to all UI patterns and should include everything that most mid-market SaaS businesses need to get started.
Userpilot has three paid plans to choose from:
- Starter: The entry-level Starter plan starts at $249/month and includes features like segmentation, product analytics, reporting, user engagement, user feedback, and customization.
- Growth: The Growth plan starts at $499/month and includes features like resource centers, advanced event-based triggers, unlimited feature tagging, AI-powered content localization, EU hosting options, and a dedicated customer success manager.
- Enterprise: The Enterprise plan uses custom pricing and includes all the features from Starter + Growth plus custom roles/permissions, access to premium integrations, priority support, custom contract, SLA, SAML SSO, activity logs, security audit and compliance (SOC 2/GDPR).
Conclusion
There you have it.
It should be easier now to make an informed decision whether UserIQ is your go-to option for Customer satisfaction. Ultimately, the best choice will depend on your product and current needs.
If you’re looking for a better alternative to UserIQ for Customer satisfaction, book a Userpilot demo today to experience firsthand how it can enhance your user exprience and drive product growth!
Looking for a Better Alternative for Customer Satisfaction? Try Userpilot
