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Free product experience -

Whenever you spot issues in your funnels e. This is one of the most effective ways to detect opportunities to improve the product experience. Customer support conversations may become a source of valuable insight into specific customer needs or pains that users are experiencing with your product.

You can use a qualitative data analysis tool like Dovetail to automatically consolidate insights from all customer support chats and detect repeating topics.

Use your findings to prioritize your product roadmap and fix the most crucial issues first. Use surveys to back quantitative data with qualitative insights. A survey tool like Survicate will help you with this.

You can create contextual in-app surveys to collect feedback on specific workflows or features in the wild. Survicate integrates with Smartlook , which means that you connect real customer feedback from Survicate with web session recordings in Smartlook to get the full picture as it relates to the product experience.

After analyzing product experience insights, you should be ready to act. Agendor , a Brazilian CRM software company, used customer feedback to revamp its onboarding process. Based on this feedback, Agendor made several changes to their onboarding process, resulting in higher mobile app activation rates.

In , Airbnb redesigned its mobile app with the aim of improving the user experience, making it easier for users to find and book accommodation. One of the key changes Airbnb made was to simplify the user flow for booking a stay. Previously, users had to navigate through multiple screens to complete a booking, which could be confusing and time-consuming.

With the new design, Airbnb consolidated the booking process into a single, streamlined flow that allows users to complete bookings in just a few steps. One example of a company that successfully implemented in-app guidance is Salesforce.

They created a comprehensive in-app training system called guidance prompts that allows users to create help content for their Salesforce interfaces. Now, Salesforce users can create customized CRM interfaces that are intuitive for teams and speed up the onboarding process.

Removing unnecessary features is part of user flow optimization, but it deserves a separate section. The abundance of features in a product creates clutter and confusion. Oftentimes, removing features, buttons, and workflows not only simplifies the user interface but also makes the product more value proposition-focused.

When you spot an underused feature, ask yourself whether you need to work on improving feature adoption or simply remove it from your product. One example of a company that successfully removed an unnecessary step to improve the product experience is CricHeroes.

They used Smartlook to analyze user behavior and discovered that some features were being neglected, causing confusion for users. CricHeroes users can challenge other teams to matches right in the app.

When the CricHeroes team looked into its workflows, they realized a lot of users were abandoning this process as it required them to share their phone numbers with other people. After removing this step and implementing an in-app messaging system, the company fixed the issue and saw higher user engagement.

Updating the UI is another way to address a poor user experience. After analyzing UX metrics and user behaviors with Smartlook, StoragePug took a series of steps to improve the product experience, including UI updates. The product team designed small, non-interactive tiles for its product dashboard.

However, session recordings revealed that when customers tried interacting with the tiles, it hurt the user experience. After spotting loads of rage clicks, the team created bigger, clickable tiles, allowing users to get the necessary information with just one click.

To prevent churn and provide a delightful product experience no matter what, set up automatic issue detection and address crashes immediately.

In addition to providing user behavior insights, Smartlook delivers detailed crash reports , helping you spot and fix issues that frustrate users. You can watch crash recordings to trace crashes and determine which actions lead to them. Whenever they spot a bug or a UX issue, they send a request to the appropriate team and attach a link to the session recording in Smartlook.

An excellent customer support team often makes up for tiny shortcomings and helps establish long-lasting customer relationships and prevent churn. Having all the necessary information in one place allows the Envato team to handle more requests in less time while increasing the quality of customer service.

Before you make any changes to your product, turn to the data first. Smartlook helps you collect insights to make better product decisions. This data allows you to do the following:. Book a free demo to receive a detailed presentation of how Smartlook can help you improve your product experience.

Or try Smartlook right now with a full-featured, day trial. is a freelance writer with a background in SaaS marketing. She loves discovering new product marketing strategies, gaining insights for product experts, and turning her knowledge into helpful content.

When she's not writing, she plays tennis or knits cozy sweaters. Home Blog Product management 7 ways to improve product experience plus examples that nail it.

Product management User experience UX. Adelina Karpenkova Smartlook Team Last updated: Aug 23, For product teams, the most fascinating aspect of the journey begins after product launch.

This is where you have the opportunity to see how customers interact with your app — and more often than not, expectations are quite different from reality. On this page. What is product experience? There are several factors that determine the overall product experience: Usability : Is the product interface user-friendly and easy to navigate?

Functionality : Does the product include the features users are looking for? Design: Does the product have a modern and visually appealing design? Support: Can users resolve arising issues and get answers to their questions fast?

Introducing User Segmentation — Deliver surveys and feedback forms with precise targeting using powerful User Segments. Rated 4. Nikhil Dawer. When it comes to making a product successful, it is not limited to just selling a product to the customers with good features.

Developing a product and making your customers love it is a full-fledged process. Your product is not just a service to which your users subscribe.

It is a complete experience that you provide to your users on which your success depends. Product is the core of User Experience and it depends on the entire Product Experience how your product users perceive their journey with your brand. Users are the soul of Product Experience, and you have to take care of them at every stage.

Providing a great Product Experience requires you to consider all the aspects and touchpoints of the user journey and ensure that your customers are satisfied with all of them. Here comes the need of CPE, the Complete Product Experience.

In this article, we will explore what is Complete Product Experience, why it is important to focus on the Complete Product Experience, various components of CPE and who is responsible for providing it. With Product Feedback Surveys, understand what users need and learn ways to delight your customers.

CPE or Complete Product Experience is the sum total of all the interactions that users have with a product and the company. It is the overall experience of the users including the Product Experience with respect to every touchpoint like marketing, sales, free trial, onboarding, product functioning, issue resolution, and everything related to the product that users go through.

When you are into product business, it is essential to look at the entire Product Experience from the beginning till your relationship exists with the users. You can not afford to just focus on one aspect and ignore the other.

Doing this will hamper the success of your product. For instance, you do everything to market your product and attract new users to your product.

Then you give a free trial of your product to your potential customers, ensuring that the free trial experience is great for the users. Then you put in efforts to convert your prospects and provide a great Onboarding Experience to your new customers. Additionally, investing in high-quality product photography can play a pivotal role in conveying the value and aesthetics of your product, fostering a deeper connection with your audience.

Then one day some of your customers start facing some issues with a product feature. They try to find relevant knowledge bases to help themselves but with no success. They seek support from your customer support team, but they do not get a response for long.

How would they feel? This one issue with your after-sales services will ruin the entire experience and the users will feel that your company just focuses on selling the product subscription and doesn't care for the existing clients when they are in need.

Eventually, it will adversely affect user loyalty and they will start looking for a competitor with a similar product but better customer support and service. On the other hand, when you look into every aspect of your product and user journey, resolve user issues at the earliest, and strive to provide an amazing CPE at every touchpoint, it conveys that you care for your users.

It increases User Satisfaction, loyalty, and develops a life-long relationship with your users ultimately contributing to the success of your product and organization.

So you have to focus on all the parts and types of Product Experience and follow a holistic approach about your product and the Product Experience you provide to the users to ensure that your product users are satisfied with it. This component focuses on how your customers learn about your product, and how you will attract new customers.

At this touchpoint, you need to ensure that you are omnipresent on various platforms, and you have enough content available to showcase your product and invite new users to try it. You need to focus on social media, online review platforms, and your own content regarding your product and how it helps its users to achieve their goals.

This component focuses on educating the prospects about your product through your sales representatives and explaining to them how it will be useful to them. Your sales reps must be competent enough to present your product in a great way, explain all the subscription plans of your product, and prompt the users to try your product.

You must offer a free trial of your product for a few days so that customers can comfortably try your product without needing to invest in it in the beginning itself. Then, when the free trial is over, you can collect Product Feedback and try to convince the users to buy a subscription.

Onboarding is an important touchpoint of the user journey where you welcome your newly joined users. It focuses on educating the converted users on how to use the product. It is crucial to provide a smooth onboarding experience to the new users as it creates a lasting impression on the users.

Technology refers to the core functioning and features of the product for which the customers have invested in your product. It also focuses on the technology you use with your product to deliver its functions.

Users nowadays expect the product technology to be not only functional, but also comfortable and smooth for them. So it is important to ensure that the technology you use in your product provides a seamless experience to the users. Product Feedback is a very important element of CPE.

It tells you how your product users think and feel about your product and their experience with your product. Product Feedback is a way to measure Product Experience in terms of User Satisfaction and loyalty.

It is essential to measure Product Experience in order to know how much your product is able to make the users happy and satisfied. The best way to collect Product Feedback is by using an effective Product Experience Tool like Zonka Feedback that can help you create comprehensive Product Feedback Surveys and send them to your product users via various channels.

Utilize Product Feedback by taking action on it to improve your product. Supporting Systems are the internal systems that you use with your product to deliver the product experience to the users.

These support systems are hidden elements but have a significant impact on the Complete Product Experience. Tools like your CRM tool, billing tool, and Analytics are good examples of supporting systems.

You need to ensure that all these supporting systems work well for the users and contribute in providing a smooth experience to your product users. Customer Support includes all the tasks you do to help your product users to use the product and resolve their issues.

Third-party integrations help to integrate your product to other tools like CRM tools and other office tools. This component is also important to ensure that your product users can easily use your product and resolve their issues.

Ensure that the policies you make are user-friendly and contribute to providing a great CPE. Product Managers are the ones who are responsible for ensuring amazing Complete Product Experiences. But they cannot do it all alone. Various teams like Marketing, Sales, Development, and customer support are a part of it.

Your Development team is also responsible for providing a significant Product Experience as they are the ones who are directly involved in developing your product and product features.

Along with that, your Customer Support Teams also play a great role in influencing the Complete Product Experience because they are the ones who help the customers when they are in need. How well and how quickly they resolve user issues has a significant impact on CPE. To make your product successful and retain your customers for long, it is necessary to provide a great Product Experience at every touchpoint and adopt ways to improve Product Experience wherever required.

So companies should focus on Complete Product Experience and strive to provide a great Product Experience to the users at every touchpoint of the user journey.

CPE has various components to focus on. You must ensure that your product users get a great experience at every touchpoint and each component. Product Managers along with all other teams like Marketing, Sales, Product Development and Customer Service teams are responsible for providing a great CPE to the users.

You can measure Product Experience by an effective Product Experience Tool like Zonka Feedback that helps you not only to create effective Product Experience Surveys and send them to your customers via various channels, but also take action on the feedback so collected and close the feedback loop to satisfy the users and prevent churn.

You can try it for free for 7 days and see how it works for your product. Published on Dec 16,

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