7 Ways to Level Up Your Product Experience Management Process
Optimizing product experience management is key to keeping your customers engaged, automating repetitive tasks, and making product development as productive as possible. It all comes down to using the right technology and tactics to scale the process as a team.
Productivity and getting tasks done in a timely matter are common issues among product managers. According to a report by Product Management Festival, product managers struggle with three things: achieving goals (56%), lack of time (50%), and lack of clarity in their role (35%).
With an effective product experience management process, product managers can overcome all of these challenges. It’s the key to not only keeping customers happy but boosting efficiency and saving yourself time.
By combining automation with the proper use of technology, you’ll always be able to send the perfect message at the right time, fix customer issues quickly, and automate repetitive tasks. Here’s how.
1. Create User Onboarding Workflows
The onboarding process creates the first impression of your company, and how you handle it determines whether the customer will continue using your software. That’s why you must use automation workflows that take care of repetitive tasks, so you don’t miss any details and get the most out of onboarding. On top of saving time, you’ll be able to engage the new user at every touchpoint of the onboarding process.
Let’s say, for example, that the customer just signed up for your software, but you forget to email them on the next steps they can take. With no clear guidance of what to do next, they might just decide to quit your platform and churn.
Instead, with automation workflows, you can set up notifications to let your team know it’s time to follow up with the customer. You can then retarget them with tutorials on how they can proceed with your software.
Another way to enhance the product experience is to provide acknowledgments each time a user passes a milestone (such as completing their first task on your platform). With automation, you can activate messages that congratulate them on their progress and encourage them to explore your platform more.
2. Delegate Tasks with Project Management Tools
As a product manager, there’s only so much you can do in one day. For a better product experience management process, you should only be focusing on the tasks that truly matter to your position by delegating duties to the right people.
This will help you stay efficient and better manage your product development. Here are some of the best project management tools for delegating tasks that we recommend for product managers:
- Asana: Asana is a platform that makes it easy to organize, create, and assign tasks to different team members. It allows you to manage your workflows in various forms, such as timelines or boards, and integrates with more than 100+ tools.
- Monday: Monday is another project management tool that stores all of your team’s essential tasks in one place. It comes with automation capabilities, prebuilt templates, and more features to improve the product experience management process.
- ClickUp: ClickUp is a top-rated platform that frequently includes new features. On top of project management capabilities, it also comes with reporting features to get a clear picture of your team’s productivity.
3. Automate User Satisfaction Surveys
Collecting customer feedback is vital to measure your product experience quality and give you solid insights into what you’re doing well and which areas need improvement. That’s why you must create workflows that automate user satisfaction surveys to save you time. There are two effective ways to measure user satisfaction:
- NPS (Net Promoter Score): Your NPS is a criterion that measures how likely customers are to recommend your service to others around them. It’s determined by a score from 1 to 10 and divides your users into three groups: 0-6 for detractors, 7-8 for passives, and 9-10 for promoters.
- CSAT (Customer Satisfaction Score): Simply put, your CSAT measures how happy users currently are with your product. It’s a percentage score weighed out of 100%. Some of the factors that go into your CSAT include your level of customer support, product ease of use, and how well your software solves the challenges of customers.
For example, you can automate a workflow that follows up with the customers after one week of using your product. You can ask them to give you their NPS score about your product via email to measure the quality of your product experience.
4. Use Live Chat to Solve Customer Requests Quickly
How you handle customer service is what could make or break the user relationship, and if you take too much time to respond to a customer request, they’ll get frustrated and might decide to churn. Implementing live chat on your home page offers a quick way to solve customer requests and help users in their journey.
Here are some of the key benefits that come with implementing live chat for your SaaS company:
- Boosts Productivity for Customer Agents: With live chat, customer agents can handle multiple requests simultaneously. It’s much more efficient than other channels such as email or phone.
- Reduces Repetition for Customers: It can feel annoying for customers to repeat the same thing over and over again constantly. With live chat, agents instantly get access to data on the customer’s request, so they don’t have to ask the user to repeat themselves.
- 24/7 Support: Since live chat offers 24/7 support, customers won’t have to worry about their questions going unanswered. You’ll be able to take care of your users at any point of the day.
Here’s a great example of what effective live chat looks like from HubSpot. The minute the customer lands on the home page, the live chat feature is there to answer any question they may have on HubSpot’s products and services:
5. Segment Email Campaigns Based on Customer Journey
Email marketing is a great channel to announce new product releases or provide your audience with engaging content. To improve product experience management, segment your emails based on where the user is in their journey.
However, sending the same message to a bunch of people won’t produce the best results, as users are all at different stages of their journey. Personalization is essential during email marketing campaigns.
By targeting them with relevant content and messaging, you’ll improve the product experience management process and engage more users. For example, if they just signed up for your platform, you can then send tutorials on using your product via email. Since they’re at a stage in their journey where they’re not familiar with your product, it gives them the tools they need to get started.
If a customer hasn’t used your product in quite a while, you can get their attention back with email announcements on new updates or features. It gives the customer a reason to jump back on your platform and re-engage with your product.
6. Set Up Alerts for Users at Risk
Unfortunately, every SaaS company has to deal with churning customers. Sooner or later, one user will stop seeing the value in your product and decide to end their monthly or annual subscription to your service. Setting up alerts for users at risk helps you save time in advance to retain them more effectively.
For example, you could win back at-risk users by offering special discounts on their membership. Or, offer them access to brand new features to provide them with a reason to give your product a second chance.
While churn is part and parcel of running a SaaS business, setting up alerts for at-risk users helps minimize it and re-engage more users. As a result, you’ll stop losing countless opportunities and revenue from lost customers.
7. Use Business Intelligence Tools to Identify Areas of Improvement
Every good product manager must be successful at analyzing data to improve the product experience continually. Thankfully, various business intelligence tools make it easier to read data, make better business decisions, and optimize your product experience management process. The business intelligence tools we recommend include:
- Baremetrics: Baremetrics is an analytical platform explicitly focused on subscription-based businesses. It offers product managers information on all key metrics, such as churn, average monthly revenue, conversion rate, and more.
- Profitwell: Profitwell is a reporting and analytics tool with real-time insights on the performance of your product. The platform comes with features that help you with pricing intelligibility, churn reduction, and customer retention.
- Amplitude: Amplitude allows you to dive deeper into what turns users into paying customers. That way, you can find ways to personalize each customer experience and predict what features will work best with your target user.
Get More Done in Less Time With Effective Product Experience Management
To build the best product for your audience, you need to optimize the product experience management process. By applying these tips, you’ll be on your way to building a better customer relationship by engaging them at every touchpoint and finding better ways to satisfy them. Your team will also be able to complete more tasks quicker and launch new releases more frequently.
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