March 2020 Summaries

The COVID-19 outbreak has prompted many businesses to communicate more frequently with their customers, often through emails or in-app notifications. However, this can lead to a barrage of irrelevant information that may push users further away from the company and its brand. Companies should carefully consider what information is worth taking a user's attention and how important it is for them to have this information. In some cases, a simple blog post might suffice, while in others, an in-app notification or email could be more appropriate. It's crucial to handle customer communication with extra care during these uncertain times.

The text discusses the importance of self-service support and automated assistance for SaaS companies. It highlights how these tools can help reduce customer service costs, improve trial conversion rates, and enhance overall user experience. The article also provides tips on optimizing self-service support systems, such as utilizing chatbots, leveraging help centers, running intelligent product tours, and using in-product notifications. Furthermore, it emphasizes the significance of timing when providing automated support and how data-driven approaches can be used to ensure that users receive relevant information at the right time.

In-app microsurveys are highly effective tools for gathering continuous, targeted user feedback. They offer several benefits over traditional user surveys, including highly specific and actionable insights, higher response rates, and faster responses. To create an effective in-product user survey, product teams should consider context, target audience, design, and analytics & tracking. Chameleon offers a range of product marketing tools to help customize the design of microsurveys for seamless integration into your product's user interface.

Self-Service Help for User Onboarding is Lower Risk & Higher Reward | Chameleon. This article discusses the importance of self-service help in user onboarding and how it can improve product success. It debunks the myth that good products shouldn't need user onboarding, emphasizing the need for a more sophisticated approach to user onboarding. The author recommends using short and punchy product tours, providing easy access to interactive self-service learning, and leveraging Chameleon’s Launchers to offer customized self-service widgets. Examples of how companies are using Chameleon's Launchers are provided, including onboarding checklists, feature deep-dives, help centers, video galleries, and feature announcement centers. The article concludes by stating that self-service help is a core component of product success and encourages teams to leverage in-product experiences to drive discovery, adoption, and engagement of their products.

A product survey is a set of questions designed to gather valuable user feedback about the state of customer experience. It helps in building a data-centric understanding of users, benefiting both companies and customers. The process involves determining research objectives, finding the right target for your sample, asking the right questions, creating the first draft of your product survey, choosing the right user feedback tools, publishing the survey, iterating and improving it, collecting customer feedback, and evaluating results. There are 12 types of in-product feedback surveys that can be used: NPS Survey (Net Promoter Score), CES Survey (Customer Effort Score), CSAT Survey (Customer Satisfaction), PM Fit Survey (Product-Market Fit), Feature opt-in survey, Beta feedback survey, Churn feedback survey, "Aha!" moment survey, Persona identification survey, Fake door test, Usability study recruitment survey, and Competitor usability testing survey. These surveys help in understanding user sentiment, improving product development, and enhancing the overall customer experience.

Engineering as Marketing is the concept of building and sharing tools that provide value to customers, often at little or no cost. It involves creating useful software or tools that solve problems for users in your target market. This strategy can help businesses increase their website's authority, generate qualified leads, promote brand awareness, and build customer love. Examples of successful engineering as marketing include HubSpot's Website Grader, Turo's Carculator, and Botanie Soap's SoapCalc. By providing value to users through these tools, businesses can establish themselves as authorities in their respective markets and improve their overall digital marketing efforts.