Des Traynor (Founder & Chief Strategy Officer at Intercom)
5 mistakes we all make with product feedback
Ask users for feedback on day 30, 60, 120, 365, etc. Sightly more advanced — gather feature specific feedback based on usage.
Ben Yoskovitz (VP Product at VarageSale, VP Product at GoInstant (acquired by Salesforce), Author of Lean Analytics)
Customer Support is the Ultimate Learning Experience
Most often, you just don’t know what people are going to do when they get their hands on your product. And customer support is the learning engine that can drive the company forward in terms of resolving usability issues, fixing bugs, prioritizing features, increasing virality/word-of-mouth and more.
Andrew Tate (Writer, former Nueroscientist)
Why a SaaS customer hasn’t churned when they cancel
Send a succinct, targeted survey that forces the cancelled customer to pick the biggest and smallest reasons for churning. These surveys work best in three main forms: An exit survey that’s displayed upon hitting cancel, an automated (but seemingly personal) email survey in the cancellation confirmation email, or a highly personalized email with an open-ended question: What made you cancel?
Iris Shoor (Co-Founder, VP Product @ Takipi)
29 B2B Growth Hacks – The ULTIMATE List | Oribi Blog
We postponed adding live chat to our app and website for a long time. My assumption was that in order to benefit from live chat we need to have a 24/7 support group. I was wrong. We started turning on the live chat only for a couple of hours at first. It was enough to talk with some relevant users and schedule some demos.
David Cummings (Managing Partner at Shotput Ventures)
Live Chat for Sales and Customer Service | David Cummings on Startups
Live chat is incredibly powerful for sales and customer service. If you can staff it with a product expert, it’s worth running a two week trial and assessing the results. Here are a few tips when using live chat: Consider using it on more critical pages like pricing and FAQ instead of all pages. Running it inside the web app for support is a great way to engage with customers and trial users in the context of their product usage. Connect the live… (read more)
Ruben Gamez (Founder of BidSketch)
Doing SaaS Cancellation Interviews (the Jobs-to-be-Done Way) | ExtendsLogic
My favorite way to [interview customers] is by doing “switch interviews”, in which you focus on how the customer stopped using one product and started using another.
Sachin Rekhi (Group Product Manager at LinkedIn)
A Practitioner’s Guide to Net Promoter Score (NPS) | Sachin Rekhi
Ask your customers: “How likely is it that you would recommend our company to a friend or colleague?”, with the possible answers ranging from 0 – 10. Group your customers into Promoters (9-10 score), Passives (7-8 score), and Detractors (0-6 score). Then subtract the percentage of detractors from the percentage of promoters and you have your NPS score. The score ranges from -100 (all detractors) to +100 (all promoters). An NPS score that is great… (read more)
Eric Ries (Author, The Lean Startup)
…the facts that we need to gather about customers, markets, suppliers, and channels exist only “outside the building.” Startups need extensive contact with potential customers to understand them, so get out of your chair and get to know them. The first step in this process is to confirm that your leap-of-faith questions are based in reality, that the customer has a significant problem worth solving. (p.88)