So, your marketing programs are humming along.
You have a strong pool of leads.
Your persuasive sales team turns a good chunk of those leads into closed deals.
You’re cruising, right?
The real growth challenge for customer success teams is expanding and growing those accounts. UserIQ helps you do this in three critical ways.
1. UserIQ helps you know your users
To keep upselling and renewing customers, you have to know what their needs and behaviors are.
Our user intelligence capabilities were designed to help you better understand your customers’ needs.
A key piece of UserIQ’s intelligence capabilities is product usage analytics. The CS platform collects data around how and when customers use your application:
- What features are accessed.
- How long certain tasks take.
- What login frequency looks like.
Do you have a new customer who was really excited to use a specific feature but they haven’t touched it yet? Do you have a power user who hasn’t logged in for a month?
By knowing your customers’ behaviors — and deviations from the norm — you can troubleshoot early and give customers what they need.
2. UserIQ helps you educate your users
SaaS companies are given a small window of time to ramp up users on their platforms.
It’s essential to make customer onboarding and user education as efficient as possible.
According to recent Salesforce research, 70% of customers say that understanding how to use products and services is very important to winning their business. In short, users’ early experiences with your platform leave lasting impressions.
So, how can UserIQ help?
The platform has in-app engagement tools like guided tours and announcements to help steer customers in the right direction. And with UserIQ’s mobile capabilities, you can extend your customer reach seamlessly across users’ desktops and mobile devices.
3. UserIQ lets you hear from your users
UserIQ also lets you hear relevant feedback directly from your customers.
The CS platform also easily create multiple survey types, including NPS. No need to clog customers’ email inboxes to beg for feedback. Just run a campaign in UserIQ and you’re on your way.
The real key to a good voice-of-the-customer program is to act on the feedback you’re given. Customers don’t want to feel like they’re shouting their opinions into a black hole, never to be heard from or addressed again.
So, take feedback to heart, make real improvements to your product and your process, and build that customer trust.
If users get personalized attention, they will move heaven and earth to do business with you.
Want to nerd out some more on account expansions and upsells?