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A collection of 236 posts

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How SaaS end-user support is evolving in 2024

Newsletter for user-obsessed practioners Newsletter for user-obsessed practioners End-user support is the strategy for where users go when they have a problem with the technology they’re using. This assistance is meant to help them resolve issues, answer any questions they may have, and get them to use the product

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The best revenue teams are using conversational AI for sales

With so much of sales resting on human connection, automation can be hard. But conversational AI for sales gives you the best of both worlds

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Customers annoyed with you? You’re annoyed with them? Why a customer experience manager is key to SaaS success

Learn about the impact of a customer experience manager on customer satisfaction and user retention, how they anticipate customer needs, eliminate pain points, and create delightful experiences across multiple touchpoints.

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Churn reduction: Data-driven strategies for better growth

Churn reduction for B2B SaaS doesn’t have to be complicated. We can create a targeted and effective approach backed by data. Learn how so you can scale.

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Best practices for in-app tutorials for SaaS

In-app tutorials aren’t one-size-fits-all, both in terms of the right format for them, how shorter or long they should be, and whether they should be prescriptive or self-guided.

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Ways to shake up your customer experience automation

Traditional customer experience automation methods may keep the wheels turning, but they’re not strong enough to cut it alone anymore.

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How to deploy conversational AI the right way

With so many conversational AI tools now available and differing theories on how to best implement them, it can take time to understand how to best deploy conversational AI into your specific product for your specific needs.

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Don't go at it alone – how a product marketing consultant can unlock hyper-growth

Discover how product marketing consultants bring a wealth of expertise, fresh perspectives, and best practices to unlock solutions to product marketing challenges, how they can collaborate with in-house teams and find tips on hiring and engaging with them.

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What is conversational AI and why should SaaS leaders care?

Let’s take a walk down memory lane and see the history of conversational AI, as well as current and future applications in SaaS.

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Find which way the winds are blowing with SaaS reporting

Discover the power of SaaS reporting to uncover data-rich insights generated from your sales and marketing efforts as well as interactions with your SaaS product and propel your business forward.

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Product marketing specialists are matchmakers – the kind that brings products and people together

Learn how product marketing specialists glue together different product, sales, customer success, marketing, and strategy teams together to deliver a winning product to market.

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How to make product-led onboarding actually work

Discover how product-led onboarding hooks users from day one, helps them reach the activation point faster, and creates long-term value. Learn best practices, essential elements, and how they can feed the product-led growth strategy for SaaS businesses.

Startup Advice

We found PMF. Here were the signs.

People make product-market-fit seem like this mythical thing you can pinpoint to an exact moment, but it’s never that.

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Building a contextual help system for better UX and retention

Just-in-time contextual help (when a user needs it) is more effective than asking a user to learn something proactively (like in an onboarding checklist).

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How to build great in app surveys

Building great surveys and getting accurate data is all about putting the right question, at the right time, and in the right format in front of the right user. That's best done for most B2B SaaS businesses with in-app surveys because of their highly timely and contextualized nature.

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These growth strategy tips make sense and actually work

Growth strategy and results are different for everyone. How do you know the right one for your B2B SaaS business? Learn a better way to improve customer acquisition.

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Move the needle on your chatbot containment rate

Looking to prove the ROI of your bots? Chatbot containment rate is one of the best indicators of an effective strategy.

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Conversational AI vs. generative AI for your SaaS product

AI should definitely be on your product roadmap. But how do you know whether to go for conversational ai vs generative ai?

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What no one tells you about a strong feature adoption rate

Feature adoption rates seem straightforward with a direct formula. But it couldn’t be further from the truth. Learn to actually increase yours with real growth.

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Your customer experience dashboard fuels your proactivity

A single point of access to all customer-related data ensures that all teams have the power to identify trends and issues before they escalate.

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Don’t leave product out of the customer experience management equation

Many people tend to conflate customer relationships with customer experience, but this critical error typically leaves product out of the loop.

Artificial Intelligence

Why are AI chatbots designed to sound like people?

The more human a chatbot sounds, the better its ability to communicate answers and solve user problems more effectively

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How to improve your ticket deflection AND improve user experience

While ticket deflection is an enviable goal and something we should all strive for, it's important to balance it against the overall user experience.

Product Management

What is product engagement score and does it matter for SaaS?

Product engagement isn’t a one-size-fits-all concept. So using a single metric like product engagement store may not get to the heart of it.

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You have no excuse not to do real-time personalization

Real-time personalization has come a long way from the manual strategies of the past. Thanks to the right tech, it’s now possible at scale.