Summary of <\/strong>SaaS customer success best practices<\/h2>\n\n- Customer success builds long-lasting relationships, increases customer retention<\/a>, lifetime value<\/a>, and advocacy, and informs product development.<\/li>\n
- Teams of customer success are responsible for building playbooks<\/a>, managing churn<\/a>, streamlining onboarding, enhancing customer experiences, driving account expansion<\/a>, and gathering feedback.<\/li>\n
- 17 customer success best practices you can apply in any SaaS include:<\/li>\n<\/ul>\n
\n- Tailoring the onboarding experience<\/a> using customer data to increase retention and success.<\/li>\n
- Sending email sequences<\/a> post-sign-up to guide customers through the product.<\/li>\n
- Use progressive disclosure<\/a> to avoid overwhelming users.<\/li>\n
- Offering personalized demos to show the product’s value and encourage deeper engagement.<\/li>\n
- Implementing an onboarding checklist<\/a> to help users progress through the customer journey.<\/li>\n
- Introducing secondary features<\/a> to exceed expectations and customer satisfaction.<\/li>\n
- Incorporating gamification<\/a> like badges and progress bars to make the user experience more engaging.<\/li>\n
- Using targeted in-app messages<\/a> to guide users through key features effectively.<\/li>\n
- Providing educational content<\/a> to keep users engaged and informed.<\/li>\n
- Building an in-app knowledge base<\/a> to address common issues and reduce user friction.<\/li>\n
- Triggering upsells<\/a> strategically based on user engagement and value addition.<\/li>\n
- Collecting feature requests<\/a> to align product development with user needs.<\/li>\n
- Announcing new features <\/a>contextually to specific user segments to increase their adoption.<\/li>\n
- Sending in-app surveys<\/a> to gather relevant feedback and iterate your strategy.<\/li>\n
- Encouraging referrals and reviews to expand word-of-mouth<\/a>.<\/li>\n
- Tracking user behavior<\/a> to identify and address potential churn risks.<\/li>\n
- Triggering exit surveys<\/a> to understand reasons behind churn and improve customer experience.<\/li>\n<\/ol>\n
\n- Key metrics to measure the impact of your customer success strategy include LTV, CSAT, NPS<\/a>, churn rate, and retention rate.<\/li>\n
- The best customer success tools include Userpilot<\/a>, ChurnZero, and Gainsight.<\/li>\n
- Implement the customer success best practices with Userpilot code-free. Book a demo to give it a try<\/a>.<\/li>\n<\/ul>\n
<\/p>\n
\n<\/p>\n<\/div>\n
What is customer success?<\/strong><\/h2>\nCustomer success<\/a> is the practice of ensuring customers get their desired outcome when using your SaaS.<\/p>\nIt involves understanding your customers\u2019 needs, goals, and challenges\u2014as well as providing them with the right solutions, support, and guidance to help them succeed.<\/p>\n
Why is customer success important for SaaS?<\/strong><\/h2>\nCustomer success is essential for any SaaS business, as it provides opportunities to build long-lasting relationships with customers as they succeed with your product.<\/p>\n
This leads to a great number of benefits, including:<\/p>\n
\n- More customer retention<\/a> and less churn. <\/strong>Helping your customers achieve their desired outcomes reduces the likelihood of them switching to a competitor.<\/li>\n
- Increased customer lifetime value<\/a> (LTV) and revenue.<\/strong> Delivering value to your customers throughout their journey creates more opportunities for upselling, cross-selling, and referrals.<\/li>\n
- Improved customer advocacy<\/a> and word-of-mouth<\/a>. <\/strong>By exceeding your customers\u2019 expectations with a personalized product experience<\/a>, they will be more likely to recommend your product to their peers, colleagues, and friends.<\/li>\n<\/ul>\n
The role of your customer success team<\/strong><\/h2>\nIn short, customer success teams are responsible for ensuring your customers achieve their desired outcomes while using your product.<\/p>\n
Doing this involves multiple roles, including:<\/p>\n
\n- Building and implementing a customer success playbook <\/a>that can provide the best chances of success to users.<\/li>\n
- Managing churn and customer retention<\/a>, making sure that users stay with the brand as much as possible.<\/li>\n
- Designing a frictionless onboarding process<\/a> to ensure users can find value in the product as soon as possible.<\/li>\n
- Enhancing the customer experience<\/a> to make it as smooth as possible.<\/li>\n
- Driving account expansion<\/a> by identifying upselling opportunities<\/a> in-app.<\/li>\n
- Collecting customer feedback through in-app surveys<\/a> to understand customer\u2019s sentiments about your product.<\/li>\n<\/ul>\n
17 Customer success strategies & best practices to implement in your SaaS<\/strong><\/h2>\nLet\u2019s explore 17 customer success strategies that can be implemented in SaaS:<\/p>\n
1. Personalize customer onboarding process based on customer data<\/strong><\/h3>\nProviding a personalized onboarding experience<\/a> opens the door to driving more customer success and increasing customer retention.<\/p>\nThe best way to do it is by segmenting your user base<\/a> and creating a relevant onboarding sequence for each.<\/p>\n![\"segmentation](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/welcome-survey-segmentation_5c69492219a74daf9acfb13a895bdf54_800.png\")
<\/picture>Segmenting new sign-ups with Userpilot<\/a>.<\/figcaption><\/figure>\nFor instance, you can use a welcome survey<\/a> to gather information such as the user\u2019s industry, their role within their organization, or their main motivation for using your product. Then craft an onboarding path that addresses their specific jobs-to-be-done (JTBD)<\/a> and responsibilities.<\/p>\n![\"welcome](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/welcome-survey_29e16c1f045d182fb4663456d3693b2a_800.png\")
<\/picture>Welcome survey example.<\/figcaption><\/figure>\n2. Add additional value to customers with onboarding emails<\/strong><\/h3>\nOnboarding emails <\/a>are essential in nurturing a positive relationship with new users or customers by providing them with a structured introduction to your product or service.<\/p>\nFor this, you can create an email sequence<\/a> that triggers automatically after sign-up. You can take this as an opportunity to simply give a warm welcome<\/a> to your users, or send emails that guide users through the product\u2019s functionalities step by step.<\/p>\n![\"onboarding](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/welcome-to-todoist-jake-conversion-funnel-leaks_5aeb5fa065a1e1a36acf525cd27bba6d_800.png\")
<\/picture>Onboarding email from Todoist.<\/figcaption><\/figure>\n3. Use progressive disclosure in your product UX<\/strong><\/h3>\nProgressive disclosure<\/a> in UX is about showing only the most essential elements upfront and providing access to additional features as needed.<\/p>\nIt\u2019s super helpful for customer success teams<\/a> as it allows users to navigate the product without feeling overwhelmed.<\/p>\nTo apply it, you have to design interfaces that intuitively expand to reveal deeper levels of navigation. Initial menu items should be broad, allowing users to drill down into more specific features without increasing their cognitive load.<\/p>\n![\"progressive](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/progressive-disclosure-example_bb0edffa674b9e52c4cedc2f849baa64_800.png\")
<\/picture>Progressive disclosure example.<\/figcaption><\/figure>\n4. Increase customer lifetime value with personalized demos<\/strong><\/h3>\nProduct demos<\/a> are a great tool for customer success managers to help users realize the value of your product.<\/p>\nFor instance, you could invite customers to schedule a live demo. Then show them how your product differs from the competition, address their job-to-be-done<\/a> (JTBD) with personalized sessions, and train your users to use your app in real life.<\/p>\n![\"personalize](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/book-product-demo-userpilot-saas-onboarding_3ae60dc9cc169a4e0a282bec4055cdee_800.png\")
<\/picture>Live demo invitation with Userpilot<\/a>.<\/figcaption><\/figure>\n5. Use an onboarding checklist to help users progress through the customer journey<\/strong><\/h3>\nAdding an onboarding checklist<\/a> helps users achieve the activation stage<\/a> faster. It serves as a centralized hub where users can see all the necessary steps for getting started in one place.<\/p>\nTo create an effective checklist:<\/p>\n
\n- Add key tasks that lead to activation.<\/li>\n
- Add a progress bar<\/a> so users can know how much work is left for them.<\/li>\n<\/ol>\n
![\"onboarding](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/onboarding-checklist_89348419b2c92620d2397978a8f05fd7_800.png\")
<\/picture>Creating onboarding checklist with Userpilot<\/a>.<\/figcaption><\/figure>\n6. Meet and exceed customer expectations<\/strong><\/h3>\nSecondary onboarding is essential to ensure customers can experience real success with your product.<\/p>\n
That said, once your users have adopted the core features, you should keep introducing them to secondary features<\/a> that can provide even more value, exceed their expectations, and increase customer delight<\/a>.<\/p>\n![\"secondary](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/secondary-onboarding-onboarding-doesnt-stop-with-new-users-1-1_bb759214431491473f77552576a7eeae_800.jpg\")
<\/picture>Learn about secondary onboarding on this free webinar<\/a>.<\/figcaption><\/figure>\n7. Increase customer engagement with gamification<\/strong><\/h3>\nWith gamification<\/a>, you can provide a more entertaining experience and create positive reinforcement to keep users engaged and achieve success with your product (i.e., an engagement loop<\/a>).<\/p>\n![\"gamification](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/landbot-gamification_b59cf8b3a49d0475501c68b9ef1bc2cd.gif\")
<\/picture>Example of gamification.<\/figcaption><\/figure>\nFor this, you can add elements such as badges, daily quests, progress bars<\/a>, and levels for a more exciting onboarding experience\u2014creating a positive loop in the user that makes their path to success more enjoyable.<\/p>\n8. Improve customer satisfaction score with in-app guidance<\/strong><\/h3>\nIn-app guidance<\/a> is a very engaging way to onboard users effectively. It helps users understand your product better and enhances their experience by encouraging exploration.<\/p>\nTo use them, identify the features that are core to your product and align with your user\u2019s jobs to be done. Then create small, concise messages to educate customers<\/a> about each of these features. And finally, set them up to pop out when a customer starts engaging with said feature.<\/p>\n![\"interactive](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/interactive-walkthrough_5e6f975fadfc8a8bda1e20d1b557ebc6.gif\")
<\/picture>Userpilot<\/a> interactive walkthrough.<\/figcaption><\/figure>\nFor example, instead of showing a generic product tour<\/a> that users are likely to skip, you can implement an interactive walkthrough<\/a> to guide users step-by-step with progressive onboarding<\/a>.<\/p>\n9. Drive customer success efforts with customer education<\/strong><\/h3>\nEducating customers<\/a> about your product is a constant, never-ending task. But when done well, it will keep users engaged with your app as they find success with it.<\/p>\nThis can involve engaging existing users with educational content<\/a> such as webinars, slideouts, or tutorials and triggering them when relevant.<\/p>\n![\"education](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/customer-education-webinar_bf4a09a13fc1072e9c6c9daf2325be38_800.png\")
<\/picture>Inviting users to register for a webinar with Userpilot<\/a>.<\/figcaption><\/figure>\n10. Avoid customer frustration with self-service knowledge bases<\/strong><\/h3>\nA great opportunity to offer a top-notch customer experience is through an in-app resource center<\/a>. It prevents users from leaving your app to solve their issues and experiencing friction.<\/p>\nTo create an effective knowledge base<\/a>:<\/p>\n\n- Identify common issues that make customers drop off and disengage.<\/li>\n
- Survey your users, review your support tickets, and examine your usage data<\/a> to see what\u2019s causing friction and pushing customers away.<\/li>\n
- Create help resources in different formats to directly tackle these challenges. It can include FAQs, tutorial videos, step-by-step guides, or help articles<\/a>.<\/li>\n
- Organize your resources in content modules so users can find resources that are relevant to them.<\/li>\n<\/ol>\n
![\"resource](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-resource-center-editor_7ec33295d66e8431dac53c847f7925a3_800.png\")
<\/picture>Creating a resource center with Userpilot<\/a>.<\/figcaption><\/figure>\n11. Leverage upselling opportunities<\/strong><\/h3>\nWhen done well, adding more upgrade prompts<\/a> can drive more sales and increase your customer lifetime value.<\/p>\nBut, instead of bombarding users with upselling messages, monitor product usage<\/a> and prompt users to upgrade<\/a> their plan only when it adds value.<\/p>\nFor example, for active users who use the AI feature frequently, you can trigger an upgrade prompt that offers a premium plan with unlimited AI credits:<\/p>\n![\"upselling](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/upsell_dde3aba2abdfdd15bfaef9f10af8318a_800.png\")
<\/picture>Upselling messages with Userpilot<\/a>.<\/figcaption><\/figure>\n12. Align product and customer success with feature requests<\/strong><\/h3>\nCollecting feature requests is a simple, yet effective way to align your product roadmap<\/a> with your customer needs.<\/p>\nOne passive<\/a> way to do this is by adding a feature request widget so users can tell you how you could make the product more useful, engaging, and competitive (without any friction).<\/p>\nYou can also send a feature request survey <\/a>to tell what features are the most expected from regular users\u2014just like in the screenshot below.<\/p>\n![\"feature](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/feature-requests-template_777db2824456341c149c5b8ea1a0df13_800.png\")
<\/picture>Feature request example.<\/figcaption><\/figure>\n13. Introduce new features contextually to improve feature adoption<\/strong><\/h3>\nAnnouncing new features<\/a> encourages existing users<\/a> to engage with them.<\/p>\nBut to avoid annoying users, you should trigger them contextually on a segmented audience based on feature engagement<\/a>, feature requests, or user personas.<\/p>\n![\"new](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-profiles-announcement_632e8b9966274c95d8944e2b2b75cbea.gif\")
<\/picture>Example of how to introduce new features.<\/figcaption><\/figure>\n14. Continuously collect customer feedback and improve customer experience<\/strong><\/h3>\nThe best way to improve customer success is by asking your existing users directly.<\/p>\n
For this, segment your users<\/a> and target in-app surveys <\/a>such as CES (customer effort score<\/a>), CSAT, and NPS surveys<\/a> to understand their points of view.<\/p>\nThis lets you collect feedback that\u2019s relevant to their specific needs, iterate your customer success playbook, and close the feedback loop<\/a>.<\/p>\n![\"in](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/feedback-in-app-surveys_b9b4ee561abbd12f7f69644383cb2164_800.png\")
<\/picture>Creating in-app surveys with Userpilot<\/a>.<\/figcaption><\/figure>\n15. Drive customer acquisition with word-of-mouth marketing<\/strong><\/h3>\nOne way to acquire customers is to reward your existing users for writing reviews or bringing in referrals through word-of-mouth<\/a>.<\/p>\nThis can involve asking your most loyal users to write a G2 review.<\/p>\n
But, you might as well set up a loyalty program<\/a> where customers are rewarded for inviting teammates or writing a review, and those points can be exchanged for credits, free months, etc.<\/p>\n![\"Review](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/ask-for-reviews-in-app-product-led-growth-marketing_d500d157ab67de61db01b4fa41649396_800.png\")
<\/picture>Inviting users to leave a review on G2.<\/figcaption><\/figure>\n16. Monitor in-app customer behavior to identify at-risk customers<\/strong><\/h3>\nMonitoring user behavior<\/a> provides invaluable insights into which users are at risk of churn.<\/p>\nFor this, you can use tools (like Userpilot<\/a>) to measure product usage metrics<\/a> like login frequency, feature utilization rate, and session duration.<\/p>\nSo if there\u2019s a drop in login frequency\u2014for instance\u2014you can segment these users and come up with a targeted re-engagement strategy<\/a> to nurture them (think of personalized emails, video tutorials<\/a>, or even one-on-one consultations when feasible).<\/p>\n
- \n
- Tailoring the onboarding experience<\/a> using customer data to increase retention and success.<\/li>\n
- Sending email sequences<\/a> post-sign-up to guide customers through the product.<\/li>\n
- Use progressive disclosure<\/a> to avoid overwhelming users.<\/li>\n
- Offering personalized demos to show the product’s value and encourage deeper engagement.<\/li>\n
- Implementing an onboarding checklist<\/a> to help users progress through the customer journey.<\/li>\n
- Introducing secondary features<\/a> to exceed expectations and customer satisfaction.<\/li>\n
- Incorporating gamification<\/a> like badges and progress bars to make the user experience more engaging.<\/li>\n
- Using targeted in-app messages<\/a> to guide users through key features effectively.<\/li>\n
- Providing educational content<\/a> to keep users engaged and informed.<\/li>\n
- Building an in-app knowledge base<\/a> to address common issues and reduce user friction.<\/li>\n
- Triggering upsells<\/a> strategically based on user engagement and value addition.<\/li>\n
- Collecting feature requests<\/a> to align product development with user needs.<\/li>\n
- Announcing new features <\/a>contextually to specific user segments to increase their adoption.<\/li>\n
- Sending in-app surveys<\/a> to gather relevant feedback and iterate your strategy.<\/li>\n
- Encouraging referrals and reviews to expand word-of-mouth<\/a>.<\/li>\n
- Tracking user behavior<\/a> to identify and address potential churn risks.<\/li>\n
- Triggering exit surveys<\/a> to understand reasons behind churn and improve customer experience.<\/li>\n<\/ol>\n
- \n
- Key metrics to measure the impact of your customer success strategy include LTV, CSAT, NPS<\/a>, churn rate, and retention rate.<\/li>\n
- The best customer success tools include Userpilot<\/a>, ChurnZero, and Gainsight.<\/li>\n
- Implement the customer success best practices with Userpilot code-free. Book a demo to give it a try<\/a>.<\/li>\n<\/ul>\n
<\/p>\n
\n<\/p>\n<\/div>\n
What is customer success?<\/strong><\/h2>\n
Customer success<\/a> is the practice of ensuring customers get their desired outcome when using your SaaS.<\/p>\n
It involves understanding your customers\u2019 needs, goals, and challenges\u2014as well as providing them with the right solutions, support, and guidance to help them succeed.<\/p>\n
Why is customer success important for SaaS?<\/strong><\/h2>\n
Customer success is essential for any SaaS business, as it provides opportunities to build long-lasting relationships with customers as they succeed with your product.<\/p>\n
This leads to a great number of benefits, including:<\/p>\n
- \n
- More customer retention<\/a> and less churn. <\/strong>Helping your customers achieve their desired outcomes reduces the likelihood of them switching to a competitor.<\/li>\n
- Increased customer lifetime value<\/a> (LTV) and revenue.<\/strong> Delivering value to your customers throughout their journey creates more opportunities for upselling, cross-selling, and referrals.<\/li>\n
- Improved customer advocacy<\/a> and word-of-mouth<\/a>. <\/strong>By exceeding your customers\u2019 expectations with a personalized product experience<\/a>, they will be more likely to recommend your product to their peers, colleagues, and friends.<\/li>\n<\/ul>\n
The role of your customer success team<\/strong><\/h2>\n
In short, customer success teams are responsible for ensuring your customers achieve their desired outcomes while using your product.<\/p>\n
Doing this involves multiple roles, including:<\/p>\n
- \n
- Building and implementing a customer success playbook <\/a>that can provide the best chances of success to users.<\/li>\n
- Managing churn and customer retention<\/a>, making sure that users stay with the brand as much as possible.<\/li>\n
- Designing a frictionless onboarding process<\/a> to ensure users can find value in the product as soon as possible.<\/li>\n
- Enhancing the customer experience<\/a> to make it as smooth as possible.<\/li>\n
- Driving account expansion<\/a> by identifying upselling opportunities<\/a> in-app.<\/li>\n
- Collecting customer feedback through in-app surveys<\/a> to understand customer\u2019s sentiments about your product.<\/li>\n<\/ul>\n
17 Customer success strategies & best practices to implement in your SaaS<\/strong><\/h2>\n
Let\u2019s explore 17 customer success strategies that can be implemented in SaaS:<\/p>\n
1. Personalize customer onboarding process based on customer data<\/strong><\/h3>\n
Providing a personalized onboarding experience<\/a> opens the door to driving more customer success and increasing customer retention.<\/p>\n
The best way to do it is by segmenting your user base<\/a> and creating a relevant onboarding sequence for each.<\/p>\n
<\/picture>Segmenting new sign-ups with Userpilot<\/a>.<\/figcaption><\/figure>\n For instance, you can use a welcome survey<\/a> to gather information such as the user\u2019s industry, their role within their organization, or their main motivation for using your product. Then craft an onboarding path that addresses their specific jobs-to-be-done (JTBD)<\/a> and responsibilities.<\/p>\n
<\/picture>Welcome survey example.<\/figcaption><\/figure>\n 2. Add additional value to customers with onboarding emails<\/strong><\/h3>\n
Onboarding emails <\/a>are essential in nurturing a positive relationship with new users or customers by providing them with a structured introduction to your product or service.<\/p>\n
For this, you can create an email sequence<\/a> that triggers automatically after sign-up. You can take this as an opportunity to simply give a warm welcome<\/a> to your users, or send emails that guide users through the product\u2019s functionalities step by step.<\/p>\n
<\/picture>Onboarding email from Todoist.<\/figcaption><\/figure>\n 3. Use progressive disclosure in your product UX<\/strong><\/h3>\n
Progressive disclosure<\/a> in UX is about showing only the most essential elements upfront and providing access to additional features as needed.<\/p>\n
It\u2019s super helpful for customer success teams<\/a> as it allows users to navigate the product without feeling overwhelmed.<\/p>\n
To apply it, you have to design interfaces that intuitively expand to reveal deeper levels of navigation. Initial menu items should be broad, allowing users to drill down into more specific features without increasing their cognitive load.<\/p>\n
<\/picture>Progressive disclosure example.<\/figcaption><\/figure>\n 4. Increase customer lifetime value with personalized demos<\/strong><\/h3>\n
Product demos<\/a> are a great tool for customer success managers to help users realize the value of your product.<\/p>\n
For instance, you could invite customers to schedule a live demo. Then show them how your product differs from the competition, address their job-to-be-done<\/a> (JTBD) with personalized sessions, and train your users to use your app in real life.<\/p>\n
<\/picture>Live demo invitation with Userpilot<\/a>.<\/figcaption><\/figure>\n 5. Use an onboarding checklist to help users progress through the customer journey<\/strong><\/h3>\n
Adding an onboarding checklist<\/a> helps users achieve the activation stage<\/a> faster. It serves as a centralized hub where users can see all the necessary steps for getting started in one place.<\/p>\n
To create an effective checklist:<\/p>\n
- \n
- Add key tasks that lead to activation.<\/li>\n
- Add a progress bar<\/a> so users can know how much work is left for them.<\/li>\n<\/ol>\n<\/picture>
Creating onboarding checklist with Userpilot<\/a>.<\/figcaption><\/figure>\n 6. Meet and exceed customer expectations<\/strong><\/h3>\n
Secondary onboarding is essential to ensure customers can experience real success with your product.<\/p>\n
That said, once your users have adopted the core features, you should keep introducing them to secondary features<\/a> that can provide even more value, exceed their expectations, and increase customer delight<\/a>.<\/p>\n
<\/picture>Learn about secondary onboarding on this free webinar<\/a>.<\/figcaption><\/figure>\n 7. Increase customer engagement with gamification<\/strong><\/h3>\n
With gamification<\/a>, you can provide a more entertaining experience and create positive reinforcement to keep users engaged and achieve success with your product (i.e., an engagement loop<\/a>).<\/p>\n
<\/picture>Example of gamification.<\/figcaption><\/figure>\n For this, you can add elements such as badges, daily quests, progress bars<\/a>, and levels for a more exciting onboarding experience\u2014creating a positive loop in the user that makes their path to success more enjoyable.<\/p>\n
8. Improve customer satisfaction score with in-app guidance<\/strong><\/h3>\n
In-app guidance<\/a> is a very engaging way to onboard users effectively. It helps users understand your product better and enhances their experience by encouraging exploration.<\/p>\n
To use them, identify the features that are core to your product and align with your user\u2019s jobs to be done. Then create small, concise messages to educate customers<\/a> about each of these features. And finally, set them up to pop out when a customer starts engaging with said feature.<\/p>\n
<\/picture>Userpilot<\/a> interactive walkthrough.<\/figcaption><\/figure>\n For example, instead of showing a generic product tour<\/a> that users are likely to skip, you can implement an interactive walkthrough<\/a> to guide users step-by-step with progressive onboarding<\/a>.<\/p>\n
9. Drive customer success efforts with customer education<\/strong><\/h3>\n
Educating customers<\/a> about your product is a constant, never-ending task. But when done well, it will keep users engaged with your app as they find success with it.<\/p>\n
This can involve engaging existing users with educational content<\/a> such as webinars, slideouts, or tutorials and triggering them when relevant.<\/p>\n
<\/picture>Inviting users to register for a webinar with Userpilot<\/a>.<\/figcaption><\/figure>\n 10. Avoid customer frustration with self-service knowledge bases<\/strong><\/h3>\n
A great opportunity to offer a top-notch customer experience is through an in-app resource center<\/a>. It prevents users from leaving your app to solve their issues and experiencing friction.<\/p>\n
To create an effective knowledge base<\/a>:<\/p>\n
- \n
- Identify common issues that make customers drop off and disengage.<\/li>\n
- Survey your users, review your support tickets, and examine your usage data<\/a> to see what\u2019s causing friction and pushing customers away.<\/li>\n
- Create help resources in different formats to directly tackle these challenges. It can include FAQs, tutorial videos, step-by-step guides, or help articles<\/a>.<\/li>\n
- Organize your resources in content modules so users can find resources that are relevant to them.<\/li>\n<\/ol>\n
<\/picture>Creating a resource center with Userpilot<\/a>.<\/figcaption><\/figure>\n 11. Leverage upselling opportunities<\/strong><\/h3>\n
When done well, adding more upgrade prompts<\/a> can drive more sales and increase your customer lifetime value.<\/p>\n
But, instead of bombarding users with upselling messages, monitor product usage<\/a> and prompt users to upgrade<\/a> their plan only when it adds value.<\/p>\n
For example, for active users who use the AI feature frequently, you can trigger an upgrade prompt that offers a premium plan with unlimited AI credits:<\/p>\n
<\/picture>Upselling messages with Userpilot<\/a>.<\/figcaption><\/figure>\n 12. Align product and customer success with feature requests<\/strong><\/h3>\n
Collecting feature requests is a simple, yet effective way to align your product roadmap<\/a> with your customer needs.<\/p>\n
One passive<\/a> way to do this is by adding a feature request widget so users can tell you how you could make the product more useful, engaging, and competitive (without any friction).<\/p>\n
You can also send a feature request survey <\/a>to tell what features are the most expected from regular users\u2014just like in the screenshot below.<\/p>\n
<\/picture>Feature request example.<\/figcaption><\/figure>\n 13. Introduce new features contextually to improve feature adoption<\/strong><\/h3>\n
Announcing new features<\/a> encourages existing users<\/a> to engage with them.<\/p>\n
But to avoid annoying users, you should trigger them contextually on a segmented audience based on feature engagement<\/a>, feature requests, or user personas.<\/p>\n
<\/picture>Example of how to introduce new features.<\/figcaption><\/figure>\n 14. Continuously collect customer feedback and improve customer experience<\/strong><\/h3>\n
The best way to improve customer success is by asking your existing users directly.<\/p>\n
For this, segment your users<\/a> and target in-app surveys <\/a>such as CES (customer effort score<\/a>), CSAT, and NPS surveys<\/a> to understand their points of view.<\/p>\n
This lets you collect feedback that\u2019s relevant to their specific needs, iterate your customer success playbook, and close the feedback loop<\/a>.<\/p>\n
<\/picture>Creating in-app surveys with Userpilot<\/a>.<\/figcaption><\/figure>\n 15. Drive customer acquisition with word-of-mouth marketing<\/strong><\/h3>\n
One way to acquire customers is to reward your existing users for writing reviews or bringing in referrals through word-of-mouth<\/a>.<\/p>\n
This can involve asking your most loyal users to write a G2 review.<\/p>\n
But, you might as well set up a loyalty program<\/a> where customers are rewarded for inviting teammates or writing a review, and those points can be exchanged for credits, free months, etc.<\/p>\n
<\/picture>Inviting users to leave a review on G2.<\/figcaption><\/figure>\n 16. Monitor in-app customer behavior to identify at-risk customers<\/strong><\/h3>\n
Monitoring user behavior<\/a> provides invaluable insights into which users are at risk of churn.<\/p>\n
For this, you can use tools (like Userpilot<\/a>) to measure product usage metrics<\/a> like login frequency, feature utilization rate, and session duration.<\/p>\n
So if there\u2019s a drop in login frequency\u2014for instance\u2014you can segment these users and come up with a targeted re-engagement strategy<\/a> to nurture them (think of personalized emails, video tutorials<\/a>, or even one-on-one consultations when feasible).<\/p>\n
- Create help resources in different formats to directly tackle these challenges. It can include FAQs, tutorial videos, step-by-step guides, or help articles<\/a>.<\/li>\n
- Managing churn and customer retention<\/a>, making sure that users stay with the brand as much as possible.<\/li>\n
- Increased customer lifetime value<\/a> (LTV) and revenue.<\/strong> Delivering value to your customers throughout their journey creates more opportunities for upselling, cross-selling, and referrals.<\/li>\n
- The best customer success tools include Userpilot<\/a>, ChurnZero, and Gainsight.<\/li>\n
- Sending email sequences<\/a> post-sign-up to guide customers through the product.<\/li>\n
![\"segmentation](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/welcome-survey-segmentation_5c69492219a74daf9acfb13a895bdf54_800.png)
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<\/picture>![\"secondary](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/secondary-onboarding-onboarding-doesnt-stop-with-new-users-1-1_bb759214431491473f77552576a7eeae_800.jpg)
<\/picture>![\"gamification](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/landbot-gamification_b59cf8b3a49d0475501c68b9ef1bc2cd.gif)
<\/picture>![\"interactive](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/interactive-walkthrough_5e6f975fadfc8a8bda1e20d1b557ebc6.gif)
<\/picture>![\"education](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/customer-education-webinar_bf4a09a13fc1072e9c6c9daf2325be38_800.png)
<\/picture>![\"resource](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/userpilot-resource-center-editor_7ec33295d66e8431dac53c847f7925a3_800.png)
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<\/picture>![\"feature](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/feature-requests-template_777db2824456341c149c5b8ea1a0df13_800.png)
<\/picture>![\"new](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/user-profiles-announcement_632e8b9966274c95d8944e2b2b75cbea.gif)
<\/picture>![\"in](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/feedback-in-app-surveys_b9b4ee561abbd12f7f69644383cb2164_800.png)
<\/picture>![\"Review](\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/10\/ask-for-reviews-in-app-product-led-growth-marketing_d500d157ab67de61db01b4fa41649396_800.png)
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