Category: Glossary

User behavior analytics (UBA) is the monitoring, gathering, and analyzing of user actions and data using monitoring systems, allowing you to acquire useful insights into your users’ desires, concerns, and challenges.

It responds to questions like:

• What attracts the attention of customers, and what goes unnoticed?
• Which specific aspects of your website or app frustrate them?
• What activities or patterns do customers exhibit just before they leave your website or app?
• What specific content or elements are visitors looking for or failing to find as they go through the pages they visit?

Why is User Behavior Analysis important?

User Behavior Analysis allows businesses to understand how users interact with their products. This understanding informs product development and marketing strategies, helping to create a product that truly resonates with its user base. It’s an essential tool for improving user engagement and reducing churn.

Do you need tools for User Behavior Analysis?

User behavior analytics tools are essential for understanding and optimizing user interactions with products or services, as it reveals the actions they take. Let’s look at how user behavior analytics tools can change your approach to customer engagement, retention, and overall business growth:

• User insights: Gain a thorough understanding of user behaviors and preferences. This knowledge enables you to properly personalize your products to their requirements, building a close connection.
• Improve user experience: Identify pain points in user journeys. By addressing these challenges, you increase customer satisfaction and retention rates.
• Personalize engagement: Segment your audience based on their activity to create personalized content and customized offers, fostering long-term commitment.
• Data-driven decisions: Make choices based on actual, data-backed insights. By analyzing usage patterns, you can send targeted help or product recommendations to users who might be struggling or underutilizing certain features.

What are the best tools for User Behavior Analysis?

User behavior analytics tools reveal user actions on your website or application — helping you understand their product experience and interaction. Let’s look at some top-notch user behavior analytics tools to make your user behavior data fetching process easier:

• Userpilot: The most versatile tool to track in-app engagement, user behavior, personalized flows, and actionable reports.
• Hotjar: Best for uncovering user interaction insights using session recordings, friction-spotting tools, and heat maps.
• Amplitude: Best tool tracking user behavior, custom reporting, and experience optimization.
• Heap: For capturing every user interaction for both web and mobile apps.
• Mixpanel: Best tool for tracking customer journey behaviors.

What are the must have features of User Behavior Analysis tools?

User behavior analytics tools are critical for improving product performance by providing an overview of user interactions and influencing strategic decisions. Here’s what to consider before opting for one:

• Event tracking – so you can track user behavior and activity.
• Goal-based tracking for keeping track of how users make progress toward a goal and identifying bottlenecks.
• User journey tracking and mapping – so you can monitor user engagement across different touch points of the customer journey.
• Behavioral heat maps for visualizing user interactions with heat maps that highlight popular and underutilized UI areas (i.e. feature heat maps).
• Segmentation based on in-app behavior, usage patterns, feedback, and personas — to create personalized, well-timed messages.
• Features to create automated in-app experiences, such as interactive in-app messages and announcements based on specific user actions that offer timely guidance.

User engagement analysis is the process of studying how your customers interact with your product, allowing you to gain useful insights into their behaviors and motives.

You can understand what resonates with your users by measuring and analyzing user actions such as product usage and time spent. This enables you to improve their experience, optimize important moments, and make data-driven decisions that drive growth and satisfaction.

Why is User Engagement Analysis important?

User Engagement Analysis is vital for gauging the health of an app or platform. High levels of user engagement often correlate with customer satisfaction, increased revenue, and lower churn rates. By understanding engagement, businesses can more effectively tailor their services to meet user needs.

Do you need tools for User Engagement Analysis?

Here are a few crucial reasons why you need a user engagement tool:

• Trigger in-app experiences contextually to prompt user engagement.
• Deliver personalized experiences through segmentation – so your users receive relevant feature guidance they’re likely to find useful, increasing overall engagement.
• Feature enhancement: By studying how users engage with various features, you can prioritize the most popular ones for further development, ensuring you’re investing resources where they’re most impactful.
• A/B testing for optimization: User engagement tools assist you in conducting effective A/B tests to see which version has a better engagement that helps enhance customer experience.

What are the best tools for User Engagement Analysis?

Although user engagement tools vary between products and adapt to each stage of the customer journey, they all have the same goal — to make your SaaS product appealing so visitors remain on it longer and keep coming back. Here are some tools that help you make the most of your user engagement analysis:

• Userpilot: Best no-code tool to elevate user engagement effortlessly with personalized in-app experiences, onboarding flows, in-app communication, and engagement analytics.
• Heap: Best user engagement tool for tracking every customer interaction.
• Mixpanel: Best for monitoring user engagement across the customer journey.
• Amplitude: Best for collecting and analyzing customer behaviors.
• Pendo: Best tool for in-app engagement and user feedback analytics.

What are the must have features of User Engagement Analysis tools?

Here are some must-have features that you should look for when considering a user engagement tool:

• Have different UI patterns such as checklists, modals, tooltips, banners, and hotspots – so you can build interactive in-app experiences to drive engagement.
• Options to offer in-app support by creating a resource center so you can provide users with easy access to help articles, tutorials, and FAQs.
• Advanced segmentation features that allow you to filter customers based on product usage, in-app behavior, user feedback, etc. – so you can trigger flows or send hyper-personalized messages.
• A/B test for driving engagement that helps you identify what change is necessary to improve user experiences and increase conversion.
• User survey features for you to collect insights on user engagement and satisfaction – so you can improve your product offerings.
• Product analytics feature for engagement data visualization which enables you to track and act on user behavior data.

User feedback collects your customers’ opinions regarding your product, website, or service. By engaging with them directly, you can gather useful insights, which can then improve the product and customer experience.

Why is User Feedback important?

User Feedback is invaluable for any product development process. It provides direct insights into what users like or dislike, helping businesses to make informed decisions. User feedback can guide feature development, bug fixes, and other improvements, making it a cornerstone of user-centric design.

Do you need tools for User Feedback?

Think of user feedback tools as an easy solution for collecting feedback in a non-intrusive way. Here’s how these tools can help you gather and utilize customer input:

• Collect feedback via multiple channels: User feedback tools enable feedback collection in your app and through emails and shareable links.
• Improve customer satisfaction: Feedback tools trigger CSAT surveys that measure customer satisfaction and give you insights to improve it.
• Dive deep into user experience: These tools reveal users’ sentiments while navigating your site, helping you understand where the friction lies.
• Understand customer loyalty: Triggering and analyzing NPS surveys through feedback tools helps to identify detractors, passives, and promoters and how much your product is worth recommending.
• Better user segmentation: Feedback reveals insights about your customers’ experiences and satisfaction levels. You can then use their feedback to personalize the experiences for each segment.

What are the best tools for User Feedback?

So, which customer feedback platform stands out in this competitive space?

• Userpilot: The ultimate customer feedback tool with features to trigger in-app surveys, embed feedback widgets, and analyze quantitative and qualitative responses. It also embeds Typeform surveys.
• Usersnap: Offering feedback widget functionality along with in-app surveys, Usersnap helps streamline product roadmaps with the collected feedback.
• UserGuiding: The recommended tool for triggering in-app surveys, including NPS surveys, for companies with tight budgets.
• Pendo: Ideal for enterprise companies, Pendo offers feedback collection via in-app surveys (Pendo Polls) and a separate tool for collecting feature requests (Pendo Feedback).

What are the must have features of User Feedback tools?

The tool you select should aid you in learning about and enhancing your customers’ experience. Here’s what you should consider when choosing a customer feedback tool:

• Different survey types: For an in-depth analysis, the software you choose must support different survey types, like NPS, CSAT, and PMF surveys, among others.
• Predesigned survey templates: To help design surveys easier and quicker, look for tools with readymade templates along with customization options to give them a native-like look.
• Feedback widgets: This will help in collecting passive, on-demand feedback. Since users know they can give feedback anytime, their responses would be more honest and thoughtful.
• Advanced triggering options: Select a tool that allows sending targeted surveys to users based on their unique characteristics.
• Feedback analysis: To observe trends in survey completion rates and identify which segments are more receptive to filling out survey forms.

Customer engagement is an interaction between a customer and a company through various offline or online channels. The goal is to delight them with a unique and personalized experience at each point of the user journey and foster long-lasting relationships.

Anything from signing up, completing an onboarding checklist, upgrading the account, to completing a microsurvey and canceling an account can be considered as an engagement.

Why is Customer Engagement important?

Signing up for your SaaS software is the first step you expect your customers to take. To maintain a high ,LTV, you want your subscribers to ,keep renewing their subscriptions. Engaging your audience with your products and brands is the best way to ensure that.

Here are a few reasons why you should care about customer engagement:

• A successful customer engagement strategy will keep your brand in the forefront of your customers’ minds during the decision-making process. In addition, you’ll be able to make them more responsive to your marketing efforts.
• Positive exchanges improve the overall customer experience and contribute to building emotional bonds between you and your customers.
• As a result, you’ll retain more users and increase your company profits as loyal customers spend more money with you.

Do you need tools for Customer Engagement?

Wondering why you even need a customer experience management tool?

To provide a stellar customer experience, you need to have a customer experience management tool in your stack.

Now let’s see what customer experience management tool can offer to you:

• It helps you to manage all your company’s interactions across different touchpoints in one place
• Build various types of microsurveys to collect feedback and close the loop
• Segment customers and create personalized experiences based on customer data and interactions
• Implement the Voice of the Customer (VoC) program and make customers feel that their voice matters

In short, if you want to optimize your customers’ experiences along their journey, then a customer experience management tool is all you need.

What are the best tools for Customer Engagement?

Are you having trouble choosing the right tool for boosting your customer engagement? We have compiled a list of the best tools on the market you should try.

The best customer engagement tools for SaaS include the following:

• Userpilot: best customer engagement tool for automated onboarding and personalized in-app guidance
• Userguiding: best customer engagement tool for user onboarding on a budget
• Appcues: customer engagement tool for product adoption
• Whatfix: customer engagement tool for product adoption
• Chameleon: customer engagement tool for user feedback

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

What are the must have features of Customer Engagement tools?

Consider the following minimum set of features before selecting a customer engagement tool:

• • Advanced segmentation capabilities: Look into getting decent segmentation capabilities based on in-app behavior and in-app experience engagement so you can properly personalize your messaging for each segment.
  • Customer support options: The engagement platform has to balance self-serve and human customer support. For self-service, the option to create in-app Resource Centers for your new clients with multimedia content hubs, knowledge base articles, video tutorials, and case studies would be great.
  • Product analytics: This is another “must have” that a decent customer engagement tool should provide. Gain insights into product usage data to understand your customers better. Look for a tool that allows you to track how users progress through the journey, and how they engage with the product’s features and give you at least basic functionality to collect and analyze feedback
  • Integrations with other tools: If the tools don’t provide product analytics options, they should at least have integrations with other tools so you can get better insights on your data in one place.

Client onboarding is a process that involves welcoming new clients into your product, answering their questions, and ensuring they understand how to get value from your product.

It’s usually the responsibility of Customer Success Managers for high-touch ”white glove” client onboarding and may be automated for lower-ACV customers e.g. in SaaS. Either way, it’s the time when your company establishes the relationship with your new client/customer, so it’s critical to get things right.

New clients might feel stressed or overwhelmed, wondering about the amount of time it will take them to truly understand and get value from your product. On top of that, also get buyer’s remorse – thinking whether they made the right choice and that you’re worth their time and money.

On the flip side, your customer success team doesn’t know what the cooperation with the new client will be like, what are the client’s goals, and if it will be realistically possible to meet their expectations.

Let’s dive deeper into why client onboarding is important, and how to get it right!

Why is Client Onboarding important?

The client onboarding phase is like the first date you may have with a new “romantic interest” – it’s a make-or-break few hours that determine if the next date is going to happen.

Likewise, client onboarding may not last long, but it sets the stage for your whole relationship with that client:

Here’s why it’s so critical:

• The onboarding stage is a deciding factor for a lot of your clients whether to continue business with your company or not. According to Hubspot, 63% of customers consider the onboarding process when making a purchase.
• And no wonder – as the first interactions with your team, and whether there’s a lot of friction in the onboarding process or not – determine how your client perceives your company’s service level.
• Based on that, they would probably recommend your product/service to their friends or…not. So client onboarding also affects your Word of Mouth (WOM)
• This means that a bad client onboarding experience will likely leave you with poor reviews. And reviews on review sites like G2 or Capterra are an important deciding factor for most prospects considering your tool.
• Last but not least – the client onboarding phase affects the churn likelihood of your client. If the goals are not set right in the onboarding phase, the expectations are not managed, and your client does not feel like they are reaching success – they will be more likely to feel disappointed in your product and churn.

Do you need tools for Client Onboarding?

Wondering why you even need a client onboarding tool? There are several reasons why you may need one:

Let’s face it: you can’t provide a premium onboarding service to every client by hand, especially if you’re growing rapidly, and you’re selling to several client sectors.

And yet – considering what we discussed in the ‘importance of client onboarding’ – you really cannot afford to drop the ball on your ‘smaller’ users. So what can you do? To conduct new client onboarding well and reduce friction for your new clients, you need the right onboarding tools that allow you to personalize and automate the process.

Here’s what the right new client onboarding tool will allow you to do:

• Provide personalized onboarding flows that will be self-serve – will reduce the time your CSMs will need to spend with your clients explaining every feature of your product.
• Segment your users by company size, role, use case, and Job-to-be-done – to make sure you can deliver the right onboarding experiences to the right person, at the right time.
• Easily conduct surveys to understand your users’ goals, motivations, expectations, JTBDs, and desired outcomes.
• Track user journeys with simple user analytics and react to any problems as they arise.
• Provide self-serve support materials right inside your product, in a resource hub.

Your new client onboarding tools will allow you to do all the above asynchronously, without having to deploy an army of CSMs on every single client.

What are the best tools for Client Onboarding?

Hopefully, you now understand that you need a new client onboarding tool. Now – which one is the best?

• Userpilot: best client onboarding tool for self-serve user onboarding, segmentation, and simple analytics
• Appcues: best tool for new client onboarding with easy-to-use templates
• Userguiding: best client onboarding tool for product adoption for small startups on a budget
• Chameleon: best growth tool for customer feedback and sentiment analysis
• Pendo: the product growth tool with the best user analytics

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

What are the must have features of Client Onboarding tools?

Before picking your client onboarding tool, you should check if it has most of the must-have features of a good onboarding tool.

Here’s what to look for before picking your client onboarding solution:

• Great segmentation capabilities – so you can segment your new clients by size, job to be done, role, use case, etc. – but also by in-app behavior.
• Ability to create no-code microsurveys – so you can easily collect additional information about your new clients that will help you customize their onboarding flows and experience.
• Features for creating no-code in-app experiences for onboarding: onboarding flows, checklists, tooltips, and modals.
• The option to create in-app Resource Centers for your new clients with multimedia content hubs – including help docs, knowledge base articles, video tutorials, as well onboarding flows. The knowledge hub should be available in-app and searchable by KWs.
• User analytics to monitor new client behavior inside your product, and catch customers that are failing to achieve their goals early – to offer them more personalized “human” support.

Behavioral analytics are tools that provide a clear understanding of how users engage with digital products, beyond simple metrics like clicks and pageviews. Teams rely on behavioral analytics to make better business decisions around growth, acquisition, engagement, and retention.

Why is Behavioral Analytics important?

Behavioral analytics is important for improving various user metrics across the user journey:

Here are some key benefits of doing behavioral analytics at its various stages

• With behavioral analytics, you can improve your customer acquisition efforts, thus reducing your CAC. For example, it can help you understand why your website visitors are not signing up for your product, or why your trial users are not converting into paid accounts.
• Insights from behavioral analytics, e.g. funnels or user paths, can help you to identify bottlenecks in the conversion funnel and optimize it to boost the conversion rate.
• You can also dive deeper into behavioral analytics to identify where users are dropping off in the onboarding flow. This helps you streamline your onboarding to improve user activation, which in turn, will result in higher retention (especially week 1 retention.).
• Finally, analysing behavioral data will help you understand if your users are using the features of your product that will allow them to derive value from it and prevent them from churning.

Do you need tools for Behavioral Analytics?

One thing is clear – you cannot track your user’s behaviour without proper tools:

To track and analyze user behavior, you need a tool that will allow you to:

• Capture feature usage (ideally without code, with tools like feature tagging) and record all the events happening in-app regardless of the interaction type (clicks, hovers, form fills.)
• Capture qualitative data with e.g. session recordings
• Track feature popularity with heatmaps
• Track user journey and funnel droupouts

What are the best tools for Behavioral Analytics?

Want to start with behavioral analytics but not sure which tool to choose? Here is our list of the best tools in the market that deserve a try.

• Userpilot: best user engagemen tool for personalized in-app guidance and automated onboarding
• Heap: best user engagement tool for in-depth user analytics
• Hotjar: best user engagement tool for heatmaps and session recordings
• Pendo: best user engagement tool for customer feedback and sentiment analysis
• Optimizely: best user engagement tool for for A/B testing

What are the must have features of Behavioral Analytics tools?

1. User Segmentation: Ability to categorize users based on behavior, demographics, and other factors.

2. Event Tracking: Monitor specific actions users take within the application.

3. Real-Time Analysis: Provide analytics data in real-time for immediate insights.

4. Data Visualization: Tools for graphing and charting data for easier interpretation.

5. Integration: Seamless integration with other data sources and platforms for a holistic view.

CXM, or customer experience management, is the process of understanding customer needs and reacting to their interactions with the aim of increased customer satisfaction.
Simply put, the goal of CXM is to understand customer perception, assess customer loyalty, and create action plans to resolve CX issues.

Why is Customer Experience Management important?

The importance of customer experience management (CXM) is undeniable. It has a lot of benefits that SaaS companies can take advantage of
Here is why customer experience management matters:

• Improves customer loyalty and turns your users into brand advocates through meaningful interactions
• Strenghtens brand image and creates a competitive advantage as customers feel accomplished and don’t look for alternatives
• Reduces churn and increases retention as satisfied customers stay
• Additionally, it impacts the account expansion as loyal customers are more likely to upgrade their accounts and buy add-ons

Do you need tools for Customer Experience Management?

Wondering why you even need a customer experience management tool?

To provide a stellar customer experience, you need to have a customer experience management tool in your stack.

Now let’s see what customer experience management tool can offer to you:

• It helps you to manage all your company’s interactions across different touchpoints in one place
• Build various types of microsurveys to collect feedback and close the loop
• Segment customers and create personalized experiences based on customer data and interactions
• Implement the Voice of the Customer (VoC) program and make customers feel that their voice matters

In short, if you want to optimize your customers’ experiences along their journey, then a customer experience management tool is all you need.

What are the best tools for Customer Experience Management?

What is the best customer experience management tool for my SaaS? You might think, right?

Here are the five best tools that you should consider:

• Userpilot – for creating microsurveys and advanced segmentation
• Appcues – for building personalized onboarding experiences for mobile users
• Userguiding – for tracking in-app interactions and collecting customer data on budget
• Pendo – for detailed product and user analytics
• Chameleon – for creating contextual in-product surveys

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

Try Userpilot – the best customer experience management solution for SaaS

What are the must have features of Customer Experience Management tools?

Before deciding which customer experience management tool works best, you should understand what features any solid tool must provide.

Here’s what to look for before making a buying decision:

• Make sure the tool you choose supports a variety of UI patterns so you can create nice interactive walkthroughs and onboarding flows for your customers. And all of these without writing a single line of code.
• You should also be able to track in-app interactions such as clicks, and hovers to see what customers are doing in the product and act accordingly.
• Monitor their progress and detect friction points that block the customer journey.
• Product analytics with filtering options and custom attributes is another feature that will be beneficial for you.
• Not to mention different types of micro-surveys such as NPS, CSAT, CES to collect contextual feedback and make an analysis to optimize the customer experience.

Customer feedback is any information provided by customers about their experience with a product or service. By analyzing customer feedback, you can reveal their level of satisfaction and pinpoint areas for improvement.

Why is Customer Feedback important?

Customer feedback is important if you want to truly serve your customers and come up with solutions that can solve their pain points.

Here is why customer feedback matters:

• Understand whether customers see value in your product and if it meets their needs
• Uncover weak spots of your product and bottlenecks that disturb the customer journey
• Make your customers voices heard and acknowledge them that they are important to you
• Collect real-time insights on the go as you’re introducing new features or product updates

Do you need tools for Customer Feedback?

Wondering why you even need a customer feedback tool? There are several reasons why you may need one:

Collecting customer feedback should be a standard procedure for any product team.It should be consistent and gained across different stages of the customer journey so you can measure customer experience in different situations. This might be time-consuming but thanks to customer feedback tools, the process can be hassle-free and literally without any coding.

Here’s how customer feedback tools help.

• Create different forms of microsurveys, such as NPS, CSAT, CES, PMF to collect contextual feedback
• Customize the surveys so they are aligned with your brand and match the interface of your app
• Segment customers by their feedback so you can create personalized flows for them
• Conduct a user sentiment analysis to understand your customers better

Now you might ask yourself, how to choose the right customer feedback tool for your SaaS? This is what we will be discussing next.

What are the best tools for Customer Feedback?

On the lookout to find the best customer feedback tools? We’ve curated a list of the best tools that are trustworthy:

• Userpilot: best customer feedback tool for creating NPS surveys without Userpilot branding and with NPS tagging capability
• Appcues: best customer feedback tool for creating mobile surveys
• UserGuiding: best customer feedback tool for creating different types of micro surveys
• Pendo: best customer feedback tool for feedback analytics
• Chameleon: best customer feedback tool for contextual in-product feedback

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

What are the must have features of Customer Feedback tools?

Before deciding which customer feedback tool works best, you should understand what features any solid tool must provide.

Here’s what to look for before making a buying decision:

• Make sure the tool you choose supports multiple forms of microsurveys. The most important and popular ones for collecting customer feedback include the Net Promoter Score, Customer satisfaction score, Customer effort score, product-market fit survey, etc
• You should also get customization capabilities so that the surveys you create match your interface and don’t look odd. No tool branding is also preferable
• Feedback analytics and response monitoring are the next key features if you want to not only collect feedback but also analyze it and understand the intent behind your customers’ scores.
• Integration with 3rd party survey and analytics tools so you can enrich your surveys to make the most out of the customer feedback

There you have it. These are the basic features you should be looking for, but the tool you should go with must be dependent on your specific goals. You might need a tool that must cover all of these features but if you don’t need complex features, you should be completely ok with a tool with limited functionalities.

A help center is a self-service support system that provides assistance to users. Help centers can be found inside one’s app and include how-to articles, frequently asked questions, video tutorials, and more.

The primary purpose of a help center is to provide users with on-demand support in an effort to create a positive customer experience.

Why is Help Center important?

For any SaaS product, creating a seamless customer experience is a top priority. However, the latter cannot be achieved without a robust help center in place. Help centers provide many benefits than you may realize, some of these are:

• Reduces customer support workload and costs: With helpful resources available for common issues, users wouldn’t feel the need to contact the customer support team for assistance. This enables the CS team to focus on greater issues requiring their attention. Help centers are also available 24/7 whereas to provide traditional support over chat/call, you’d need to hire many more employees. Hence, help centers reduce customer support costs as well.
• Improves customer satisfaction: Help centers provide quick answers to any questions users may have. This reduces the frustration of finding answers elsewhere and waiting to connect with a live agent – ultimately, increasing customer satisfaction.
• Lowers customer churn: When customers are satisfied and continue receiving value from your product, it’s unlikely they will unsubscribe from your SaaS.
• Provides valuable insights: By analyzing help center data, companies can identify trends that can help them improve their product or customer experience.

Do you need tools for Help Center?

When looking to create effective help centers, a solid platform is a must. Choosing the right tool for the job is pivotal for providing customer education as early and seamlessly as possible.

Surely your skilled development team can create one from scratch but is the effort worth the return? There is an opportunity cost to your developers’ time – would you prefer they spend their time improving the product and adding new features or rather creating a knowledge base?

A help center software enables even your least technical colleagues to easily create and maintain a knowledge base. No running after developers to help you with any technicalities!

Apart from this, help center tools usually host several advanced features, like analytics. These features are important when looking to create a positive customer experience and keep support tickets at a minimum.

The best part is that modern help center tools like Userpilot offer brand customizations (colors, icons, fonts, etc.) so that they look native-like and brand-centric.

What are the best tools for Help Center?

There are many tools available to help you create effective help centers. We’ve curated a list of the leading tools – choose one that best supports your feature requirements, business needs, and budget.

• Userpilot
• Pendo
• Intercom
• HelpScout
• Zendesk

What are the must have features of Help Center tools?

Not all tools are built the same – some offer better value for money and peace of mind. Before you invest in a help center tool, ensure it has the following necessary features:

• Easy navigation and UI: The tool shouldn’t have a steep learning curve. It should have a clear and organized layout that is easy to navigate and use.
• Search functionality: This is the highlight feature of a help center that enables users to search articles and tutorials related to an issue they may be facing.
• Comprehensive content: Your choice of tool must allow you to host a number of resources, including articles, video tutorials, how-to guides, etc.
• Live chat: For novel cases or additional assistance, users might resort to communicating with a live customer support agent. Ensure the tool you select either has its own live chat feature or offers chatbot integrations.
• Analytics: A robust tool should show you how users navigate your help center, which articles they search for the most, and where improvements can be made to the product and customer experience.
• Localization: To be truly resourceful, you can’t depend on a single language for your entire audience. Select a software that provides multi-language support so users can choose the language they’re most comfortable with.
• Brand customizations: To give a native-like look, the right tool must offer brand-level customizations like brand colors, themes, logo, and style.

Event tracking is the monitoring of every interaction made by a user. Basically, every user interaction is an event, and this can be everything that the user does in the app or on the website, for example, clicking on a button, completing a form, viewing a page, closing a pop-up window, etc.

Why is Event Tracking important?

Event Tracking is vital for a nuanced understanding of how users interact with your digital products. From button clicks to form submissions, tracking these events provides data that can inform UI improvements and feature development. Such granularity enables companies to refine their products based on actual user behavior, not assumptions.

Do you need tools for Event Tracking?

Event tracking tools are important as it provides you with insights into user behavior so you can improve your product, its UI, and key metrics such as conversion rates.

• You can identify friction areas at different touchpoints in the user journey to know where to fix things to improve the flow of your product.
• Using collected data, you can use these tools to trigger flows based on user behavior.
• Event tracking tools can help you identify where your users are spending their time on your product — which can provide you with an intuitive view of your feature usage to drive feature adoption and personalize the user experience.
• With the ability to track your user’s in-app behavior, you can set goals using a feature tag to monitor how users make progress for different metrics, such as feature adoption.

What are the best tools for Event Tracking?

Okay, so now you’re convinced that investing in event tracking tools is important, the remaining question is: which one? So, we’ve got your back! Here are the best tools for event tracking:

• Userpilot: Best analytics tool for web application event tracking to collect feedback, track user in-app behavior, and design personalized onboarding experiences.
• Mixpanel: A great dedicated analytics solution for event tracking to track user behaviors.
• Heap: Provides a standard set of event tracking features.
• Google Analytics: Best-known website analytics tool.
• Amplitude: A great product analytics platform with second-to-none analytics functionality.

What are the must have features of Event Tracking tools?

Here’s what to look for when opting for event-tracking tools:

• No-code tracking – such as tracking user clicks, hovers, and form infills to understand the impact of your in-app flows on your growth goals and feature adoption.
• Custom events – including actions such as compelling account setup, setting up payment methods, and creating workflows to track feature usage and overall adoption progress.
• Goal tracking – tracking the optimal result or specific action, tracking users that achieved an event to measure how your flows are influencing user behaviors, including activation moments, feature adoption, upgrades, etc.
• User segmentation – such as new customers, free trial users, lifetime free users, power users, inactive customers, users with low MRR, users with low NPS, and churned users to understand them on a deeper level and create personalized in-app experiences.
• Integrations – to collect data across your tools and get more in-depth analytics.

Digital adoption means incorporating digital technologies so users can get the most from them and achieve their goals. This also includes helping employees and customers understand the basic functions of a product and maximize its potential by using advanced features.

Why is Digital Adoption important?

Digital Adoption is crucial in today’s technology-driven world. It’s not just about getting users to adopt your software; it’s about ensuring they utilize its full capabilities. Effective digital adoption leads to higher productivity, better ROI, and an improved user experience.

Do you need tools for Digital Adoption?

Digital adoption platforms (DAPs) teach new users to use a digital tool fast and guide returning ones through new features.

Here’s what more DAPs can do:

• Boost feature adoption: Allows you to announce new features contextually and provides interactive walkthroughs for seamless user adoption.
• Reduce customer churn: Accelerates customer onboarding with in-app resources, detects friction areas through product usage data, and encourages engagement via in-app messages. All of these help in reducing the churn rate.
• Improve customer retention: Craft personalized in-product experiences using digital adoption platforms, enhancing user activation and customer retention.
• Enhance customer satisfaction: Provides real-time support and assistance to users as they interact with new software. This can range from answering frequently asked questions to providing instant guidance when users encounter difficulties, improving their satisfaction levels.

What are the best tools for Digital Adoption?

With so many options, choosing the right DAP can be overwhelming. But don’t worry, we’ve got you covered. Here are the top 5 DAPs to consider:

• Userpilot: Boasting impressive onboarding, analytics, feedback, and in-app support features, Userpilot is perfect for SaaS companies aiming to improve user adoption.
• Pendo: With top-notch analytics and in-app feedback capabilities, Pendo is ideal for large enterprises that need insights to guide their adoption strategies.
• Appcues: With basic analytics and feedback features, Appcues is a mid-range adoption platform, allowing teams to design and assess onboarding experiences.
• WalkMe: This cloud-based platform is a favorite for enterprise companies and is great for customer and employee onboarding.
• UserGuiding: An affordable, code-free growth platform for designing and delivering user onboarding experiences.

What are the must have features of Digital Adoption tools?

An efficiently designed digital adoption platform guides users through complex apps with ease. Here are some features that DAPs must have:

• In-app learning: With efficient DAPs, users receive timely in-app guidance through interactive walkthroughs, product tours, and contextual UI patterns (tooltips, modals, etc.) to achieve their goals.
• User segmentation: Segmenting users by shared needs, jobs to be done, demographics, etc., helps tailor their product journey. This is crucial for keeping users adopted and retained.
• In-app self-help: Users want quick and easy support, so the DAP you select must be able to create and customize an in-app self-service widget with a knowledge base, video tutorials, etc.
• Product analytics: Analyzing product usage and user actions is crucial to assess the success of your adoption strategies.
• Microsurveys: Look for a platform that lets you design different types of surveys, trigger them contextually, and gather feedback effortlessly.
• Integrations: A DAP should integrate easily with your existing tech stack, whether cloud-based or on-premise, ensuring seamless operations and maximizing utility.

In-app messaging is an effective way to engage with users while they are actively using your product, rather than relying on external communication channels.

In-app messaging can take many forms, such as pop-up messages, banners, tooltips, etc. And the content of the message can vary depending on the intended purpose, such as informing users about new features or updates, promoting products or services, providing support or assistance, or requesting feedback.

In-app messaging can also be used to personalize the user experience, by delivering targeted messages or content based on user behavior or preferences.

Why is In-app Messaging important?

In-App Messaging serves as a direct communication channel within digital products. It enables real-time engagement and support, facilitating a better user experience. From guiding a user through onboarding to providing timely product updates, in-app messaging is a versatile tool for enhancing user satisfaction.

Do you need tools for In-app Messaging?

In-app messaging is a valuable tool for businesses looking to improve their communication with users and create a better user experience within their web applications.

It is important for several reasons:

• Improve user engagement: In-app messaging can be used to deliver relevant and timely messages to users while they are actively using your application which can help to improve user engagement.
• Increase user retention: In-app messaging can be used to continually deliver value for your users, such as new features or promotions, and encourage them to continue using your application. This can help increase user retention and reduce churn.
• Personalize the user experience: In-app messaging can be used to deliver personalized messages or content based on user behavior or preferences. This can help to create a more engaging and relevant user experience and increase user satisfaction.
• Provide support and assistance: In-app messaging can be used to provide support or assistance to users, such as providing guidance on how to use specific features. This can help to improve user satisfaction and reduce support requests.

By delivering targeted and timely messages within your application, businesses can create a better user experience and drive business growth.

What are the best tools for In-app Messaging?

Here are some of the best tools for in-app messaging:

• Userpilot: Best for personalized in-app messages.
• Appcues: Best for mobile-app in-app messaging.
• Pendo: Best for creating different in-app messages.
• Mixpanel: Best for delivering targeted in-app messages.
• UserGuiding: Best for customizable in-app messages.

Overall, the best tool for your business will depend on your specific needs and goals. When choosing an in-app messaging tool, it’s important to consider factors such as targeting capabilities, automation features, analytics and insights, and integration with other tools and platforms.

What are the must have features of In-app Messaging tools?

Overall, the best tool for your business will depend on your specific needs and goals. When choosing an in-app messaging tool, it’s important to consider factors such as:

• Targeting and segmentation: The ability to target messages to specific users or user segments based on behavior, preferences, or other attributes.
• Automation and scheduling: The ability to automate the delivery of messages based on specific triggers or user actions.
• A/B testing: The ability to test different message content, formats, or delivery methods to determine which is most effective.
• Personalization: The ability to personalize messages based on user behavior, goals, or other attributes.
• Analytics and insights: The ability to track message performance, such as open rates, click-through rates, and conversion rates, and gain insights into user behavior and preferences.
• Different UI patterns: The ability to deliver in-app messages with different patterns: tooltips, modals, pop-ups, or slideouts.

Overall, an in-app messaging tool should provide a robust and flexible platform for delivering targeted and personalized messages to users within your application.

New client onboarding is a process that involves welcoming new clients, answering their questions, and ensuring they understand what your company offers. It’s usually delivered by Customer Success Managers for high-touch “white glove”client onboarding and may be automated for lower-ACV prosumer customers e.g. in SaaS.

Either way, it’s the time when your company establishes the relationship with your new client/customer, so it’s critical to get things right.

New clients might feel stressed about the onboarding time, wondering about the amount of time it will take them to truly understand and adopt your service/product, and feeling buyer’s remorse – whether they made the right choice and that you’re worth their time and money.

On the flip side, your customer success agents don’t know what the cooperation with the new client will be like, what are the client’s goals, and if it will be really possible to meet their expectations.

Let’s dive deeper into why new client onboarding is important, and how to get it right!

Why is New Client Onboarding important?

The new client onboarding phase is like the first date you may have with a new “romantic interest” – it’s a make-or-break few hours that determine if the next date is going to happen. Likewise, client onboarding may not last long, but it sets the stage for your whole relationship with that client.

Here’s why it’s so critical:

• The onboarding stage is a deciding factor for a lot of your clients whether to continue business with your company or not. According to Hubspot, 63% of customers consider the onboarding process when making a purchase.
• And no wonder – as the first interactions with your team, and whether there’s a lot of friction in the onboarding process or not – determine how your client perceives your company’s service level.
• Based on that, they would probably recommend your product/service to their friends or…not. So client onboarding also affects your Word of Mouth (WOM)
• This means that a bad client onboarding experience will likely leave you with poor reviews. And reviews on review sites like G2 or Capterra are an important deciding factor for most prospects considering your tool.
• Last but not least – the client onboarding phase affects the churn likelihood of your clients. If the goals are not set right in the onboarding phase, the expectations are not managed, and your client does not feel like they are reaching success – they will be more likely to feel disappointed in your product and churn.

Do you need tools for New Client Onboarding?

Wondering why you even need a new client onboarding tool? There are several reasons why you may need one:

Let’s face it: you can’t provide a premium onboarding service to every client by hand, especially if you’re growing rapidly, and you’re selling to several client sectors.

And yet – considering what we discussed in the ‘importance of client onboarding’ – you really cannot afford to drop the ball on your ‘smaller’ users. So what can you do? To conduct new client onboarding well and reduce the friction for your new clients, you need the right onboarding tools

Here’s what the right new client onboarding tool that will allow you to do:

• Provide personalized onboarding flows that will be self-serve – will reduce the time your CSMs will need to spend with your clients explaining every feature of your product.
• Segment your users by company size, role, use case, and Job-to-be-done – to make sure you can deliver the right onboarding experiences to the right person, at the right time.
• Easily conduct surveys to understand your users’ goals, motivations, expectations, JTBDs, and desired outcomes.
• Track user journeys with simple user analytics and react to any problems as they arise.
• Provide self-serve support materials right inside your product, in a resource hub.

Your new client onboarding tools will allow you to do all the above synchronously, without having to deploy an army of CSMs on every single client.

What are the best tools for New Client Onboarding?

Hopefully, you now understand that you need a new client onboarding tool. Now – which one is the best?

• Userpilot: best client onboarding tool for self-serve user onboarding, segmentation, and simple analytics
• Appcues – best tool for new client onboarding with easy-to-use templates
• Userguiding – best client onboarding tool for product adoption for small startups on a budget
• Chameleon: best growth tool for customer feedback and sentiment analysis
• Pendo – the product growth tool with the best user analytics

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

What are the must have features of New Client Onboarding tools?

Before picking your new client onboarding tool, you should check if it has most of the must-have features of a good onboarding tool:

Here’s what to look for before picking your client onboarding solution:

• Great segmentation capabilities – so you can segment your new clients by size, job to be done, role, use case, etc. – but also by in-app behavior.
• Ability to create no-code microsurveys – so you can easily collect additional information about your new clients that will help you customize their onboarding flows and experience.
• Features for creating no-code in-app experiences for onboarding: onboarding flows, checklists, tooltips, and modals.
• The option to create in-app resource centers for your new clients with multimedia content hubs – including help docs, knowledge base articles, video tutorials, as well onboarding flows. The knowledge hub should be available in-app and searchable by KWs.
• User analytics to monitor new client behavior inside your product, and catch customers that are failing to achieve their goals early – to offer them more personalized “human” support.

An interactive user guide is a set of UI patterns designed to work together and help customers understand how to use your product.

There are two main types of user guides: full product tours (which tend to be more detailed and time-consuming), and interactive manuals (using tooltips and real-time guidance to provide more contextual help to your customers).

Interactive user manuals are an excellent way of engaging and educating your users, helping them to get the most out of your product, and improving user onboarding and feature adoption.

Why are Interactive User Guides important?

All product managers want to delight and engage their customers. A big part of that is making sure your users know how to get the most from your application (and in the modern world, that means more than creating a support documentation page).

Fail in that mission, and you risk damaging customer loyalty. Here’s why building interactive user guides is important:

• Interactive user guides improve user onboarding and drive product adoption. How? By helping real users get value from your product through engaging with interactive content relevant to them.
• Contextual and personalized interactive guides will shorten time to value and reduce friction in adoption of your product.
• In-app guides are part of a self-serve onboarding strategy and they reduce support and customer success cost, while increasing customer satisfaction. Users just get access to help, when they need it.

All in all, interactive user guides are the back bone of a successful onboardingstrategy and should be a must for your user experience,

Do you need tools for Interactive User Guides?

Wondering why you even need a tool to create interactive user guides? There are several reasons why you may need one:

For most software companies, creating interactive manuals from scratch is the wrong approach. Why?
Rather than reinventing the wheel, your developers should prioritize their efforts around enhancing your software – making it faster or more visually appealing – and regularly shipping updates that delight your customers.

Here’s how using a tool can help:

• With the low technical barrier to entry, anyone -from operations to customer success managers – can quickly create an interactive tour, which means you can reduce reliance on software developers.
• Rather than a “one size fits all” approach, you can trigger user guides contextually – so based on the specific actions the customer has taken, targeted support is triggered to help them navigate and use the product more effectively.
• There are dozens of variables you might want to adjust, from small changes to copy to tweaking the design. In a custom-built tool, this represents a significant amount of work – in a no-code tool, it’s incredibly simple.
• Customer adoption tools make it easy to see which version of an interactive user guide performs more effectively with A/B testing (and adapt your approach accordingly).

You shouldn’t question the necessity for a tool to build interactive user guides, but you need to understand what functionality you should look for in a tool and which tools are the best.

What are the best tools for Interactive User Guides?

There are many good tools for creating interactive walkthroughs out there, so we narrowed it down for you. Here are the top 5 tools you should choose from, depending on your budget and priorities:

• Userpilot: Best tool for driving product adoption with contextual and interactive user guides.
• Appcues: Best tool for building interactive user guides based on templates.
• Chameleon: Best tool for building interactive guides on 3rd party app (for employee onboarding).
• Pendo: Best tool for onboarding users both for web apps and mobile apps (steep learning curve and expensive).
• UserGuiding: Best tool for creating onboarding user guides on a budget (has limitations).

Let’s dive deeper into how each stacks up for different company sizes, budgets, and jobs to be done!

What are the must have features of Interactive User Guides tools?

Not all tools are built the same. Some offer different advantages over others while some will simply get you basic functionality but at a low price. It depends on your budget and needs which will be the best tool to build interactive user guides.

Here’s what to look for as the main functionalities when picking a tool to build in-app guides:

• Good range of UI patterns to use for building your guides.
• Ability to customize each interactive guide to fit your brand and style.
• Segmentation so you could trigger the guides to the right audience at the right time. A one-size-fits-all approach won’t bring you the desired results.
• The ability to trigger the user guides when specific in-app events happen is nice to have and will help you build more contextual in-app experiences.
• Minimum product usage analytics, to be able to track how users engage with the product, and where they get stuck so you can build relevant user guides to help them.

The above list is not exhaustive but it’s a starting point. Depending on your product, you might also need automated localization, A/B testing capabilities, advanced analytics or security, and more.