Overview
What is UserIQ?
UserIQ is a walkthrough tool that aims to empower SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption.According to the vendor, key benefits include:effectively scale onboardingincrease feature usageaccelerate time-to-valueultimately drive more revenue…
Great Customer Success Platform
UserIQ - it may be for you!
UserIQ - Good but not great
Campaigns, customer health, and other dashboards are useful!
- Our customer success team tracks customer health ratings
- Our customer success and product teams look at feature usage
- Our customer success …
UserIQ Review
Great Tool for In-App Messaging and Finding New Audience Segmentation
In-app announcements are …
Pricing
What is UserIQ?
UserIQ is a walkthrough tool that aims to empower SaaS companies to deliver what each user needs to be successful in every moment, starting with adoption. According to the vendor, key benefits include: effectively scale onboarding increase feature usage accelerate…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Totango?
Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
What is Intercom?
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…
Product Demos
The Customer Conference 2021 Virtual Event - UserIQ Demo Stream with Lawton Ursrey
UserIQ's Customer Success Platform: Get Centered on Customer Success
Overview of UserIQ
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is UserIQ?
According to the vendor, key benefits include:
- effectively scale onboarding
- increase feature usage
- accelerate time-to-value
- ultimately drive more revenue throughout the customer journey
UserIQ Integrations
- Zendesk Suite
- Slack
- Salesforce Lightning Platform (formerly Salesforce App Cloud)
UserIQ Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android, Mobile Web |
Comparisons
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Reviews and Ratings
(9)Community Insights
- Business Problems Solved
- Pros
- Cons
- Recommendations
UserIQ has proven to be an invaluable tool for SaaS companies looking to effectively communicate with their users. With its in-app announcement and guided tour features, users have been able to easily create and manage informative content within their applications. This has allowed them to effectively communicate important updates, such as patch releases and UI enhancements, to specific user groups. The segmentation tool in UserIQ has made it even easier to target these messages, ensuring that the right information reaches the right audience.
In addition to announcements, UserIQ's guided tours have been instrumental in helping both existing and new customers navigate and understand the functions and options within SaaS tools. These tours provide step-by-step guidance, ensuring that users are able to make the most of the software's features. The platform also offers features beyond communication and education, allowing organizations to track user engagement and identify underutilized features. Real-time insights and feedback gathered from customer engagement across mobile and web platforms have proven invaluable for improving user experiences.
One of the standout features of UserIQ is its ability to influence customer behavior through call-to-action features. By leveraging targeted in-app messaging and walkthrough campaigns, users have successfully increased adoption of select products or features among their customer base. NPS surveys conducted through UserIQ have also helped gather valuable feedback from customers, providing insights into their satisfaction levels.
The ease of use of UserIQ is frequently praised by users. It does not require extensive time or administration to set up effective in-app messaging campaigns or guided tours. Additionally, the availability of a customer success team ensures that users can quickly get assistance when needed.
UserIQ goes beyond just facilitating communication and engagement with customers; it also provides valuable analytics capabilities. The health score dashboard offers insights into customer well-being, allowing for easy identification of any issues that need attention. Moreover, UserIQ can be integrated with sales force reports, enabling organizations to gain deeper insights into customer health and improve overall communication.
These various use cases make UserIQ a versatile tool suitable for organizations of all sizes. Whether it's onboarding new customers, promoting new features, or gathering valuable feedback through NPS surveys, UserIQ proves to be an essential platform for enhancing user experiences and driving customer adoption.
Easy-to-use Interface: Users have consistently praised the UserIQ interface for being intuitive and user-friendly. Many reviewers have mentioned that the recent UI update has made it even easier to navigate and create in-app website messaging. The simplicity of tagging features and tracking them within the platform has also been appreciated by users.
Helpful Customer Service: Reviewers have repeatedly commended UserIQ's customer service, highlighting their responsiveness, knowledge, and effectiveness. The support staff has been described as efficient in meeting business needs and implementing solutions that benefit every user. Users appreciate the close collaboration with the company in implementing the solution for their specific business requirements.
Useful Features like Walkthroughs and Surveys: Several users have found UserIQ's walkthroughs to be highly beneficial in helping users understand and navigate through applications. They appreciate being able to run reports on user surveys, gaining insights that would otherwise not be accessible. The ability to easily segment customers for behavior analysis and implement surveys with high completion rates has been highly valued by reviewers.
Difficulties with Walkthroughs: Some users have found the walkthroughs initially challenging to understand, but eventually learned to appreciate them.
Outdated Guides and Help Center: Several users have experienced issues with outdated guides provided by UserIQ for manually mapping features into their applications. They also note that the help center contains outdated tips and screenshots, which complicates integration.
Limited Data Visibility: Users feel that UserIQ's interface makes incorrect assumptions about the data they would like to see. For example, they can only view the past 30 days on the Feature Detail page without the option to drill deeper, limiting their ability to analyze historical data effectively.
Based on user reviews, here are the three most common recommendations for UserIQ:
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Users recommend having the same person set up the software as the power user to ensure a smoother implementation process.
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It is suggested that the UserIQ team communicates with the development team to understand any technical constraints or limitations that may arise during implementation.
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Users recommend exploring the use of IFrames in UserIQ campaigns for dynamic content, as this can provide more personalized and interactive experiences for the audience.
These recommendations highlight the importance of a dedicated person for software setup, collaboration between UserIQ and the development team, and leveraging IFrames for dynamic content.
Attribute Ratings
Reviews
(1-5 of 5)Great Customer Success Platform
- Engagement with customer segments has become a vital function, and the dashboard in this section allows us to monitor and assess the health, pulse, adoption, and usage of our customers.
- UserIQ's support staff meets their customer's business needs or implements solutions that benefit every user. They are efficient, knowledgeable, and effective.
- UserIQ lets you segment your customers, so you can learn what they do and how they behave. You can also implement surveys for instant feedback with high completion rates by your users.
- UserIQ's interface also makes a number of incorrect assumptions about the data I'd like to see. On the Feature Detail page, for example, I can only see the past 30 days - there is no option to drill deeper.
- A bulk action option would be nice for updating campaigns, such as changing the segment for multiple campaigns at once instead of editing each one individually.
- Product usage
- 90%9.0
- Help desk / support tickets
- 90%9.0
- NPS surveys
- 100%10.0
- Sponsor tracking
- 90%9.0
- Customer profiles
- 100%10.0
- Automated workflow
- 80%8.0
- Internal collaboration
- 90%9.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 90%9.0
- Customer health trends
- 100%10.0
- Engagement analytics
- 90%9.0
- Revenue forecasting
- 100%10.0
- Dashboards
- 90%9.0
- Role-based user permissions
- 100%10.0
- API
- 90%9.0
- Integration with Salesforce.com
- 100%10.0
- Integration with Marketo
- 90%9.0
- Integration with Eloqua
- 100%10.0
- As a result of UserIQ, our business clients have been able to develop and launch a digital mentoring initiative, enabling them to track their activity on our platform and reap the rewards.
- With the help of in-app tours, we are guiding new users into the platform and utilizing customer stats and surveys to understand feature usage/value so we can rapidly adjust the product during its early phases.
UserIQ - it may be for you!
- Gain information which otherwise wouldn't be accessible
- Good customer service
- Health score dashboard
- Some bugs which occur infrequently, although quickly resolved
- Help center is not always entirely up to date
- Product usage
- 70%7.0
- Help desk / support tickets
- 60%6.0
- NPS surveys
- 40%4.0
- Sponsor tracking
- N/AN/A
- Customer profiles
- 70%7.0
- Automated workflow
- 40%4.0
- Internal collaboration
- N/AN/A
- Customer health scoring
- 80%8.0
- Customer segmentation
- 60%6.0
- Customer health trends
- N/AN/A
- Engagement analytics
- 80%8.0
- Dashboards
- 100%10.0
- Role-based user permissions
- N/AN/A
- API
- 50%5.0
- Allowed us to make surveys quickly, saves time.
- Communication with specific segments is efficient.
UserIQ - Good but not great
- NPS surveys.
- New account walkthroughs.
- Resource guides on best practices.
- Product usage
- 80%8.0
- Help desk / support tickets
- 80%8.0
- NPS surveys
- 100%10.0
- Automated workflow
- 70%7.0
- Customer health scoring
- 70%7.0
- Customer segmentation
- 70%7.0
- Customer health trends
- 70%7.0
- Engagement analytics
- 80%8.0
- Dashboards
- 70%7.0
- Role-based user permissions
- 80%8.0
- API
- 80%8.0
- Integration with Salesforce.com
- 80%8.0
- Integration with Marketo
- N/AN/A
- Integration with Eloqua
- N/AN/A
- NPS delivered great insight into our customer base but was not the sole purpose of our purchase. We actually wanted an increase in user adoption rates which were not accomplished through our walkthroughs.
Campaigns, customer health, and other dashboards are useful!
- Our customer success team tracks customer health ratings
- Our customer success and product teams look at feature usage
- Our customer success team uses the onboarding/walkthrough campaigns
- Have a really easy way to tag features and know what you're tracking.
- Great, simple user walkthroughs that you can plug into your app to improve onboarding or increase feature adoption.
- Some interesting dashboard views and you can slice users/accounts many different ways.
- Pretty user-friendly interface.
- Easy to collect qualitative data (nps, survey, etc.).
- Pricing can be prohibitive. Would love to use this on some of our B2C apps but it will be too expensive. Works much better in a B2B model or something with lower usage levels.
- Connections seem fragile so frequently having to monitor that things haven't broken.
- Some features missing that seem standard (real-time usage, incomplete user journey, can't see hotspots for clicks - have to tag an element explicitly).
Weaker with advanced data analysis as they're missing some features that are really helpful in making UX and other product decisions.
Better in B2B than B2C because of their pricing model.
- Product usage
- 70%7.0
- Help desk / support tickets
- 80%8.0
- NPS surveys
- 90%9.0
- Customer profiles
- 90%9.0
- Automated workflow
- 100%10.0
- Internal collaboration
- 10%1.0
- Customer health scoring
- 100%10.0
- Customer segmentation
- 90%9.0
- Role-based user permissions
- 100%10.0
- We've been able to identify clients who are missing value in our product based on health scores and usage.
- Expensive product for the value it's delivering to the Product Team but may make it back in ease of use over Google Analytics and other competitors.
- Often have spent resources trying to troubleshoot when something breaks. Would prefer a little more stability although some of that may be user error.
Mouseflow has hotspots that are divorced from tagged features. This is a really valuable feature that UserIQ is missing. Mouseflow also shows recordings of user sessions so you can get a sense of journeys.
Neither product above has user-walkthroughs built in. UserIQ's NPS and other campaign features are very valuable. In some scenarios, we use Google Tag Manager and some custome developed components in lieu of a UserIQ campaign. Campaigns are generally more user-friendly and require little to no dev resources while custom components and (sometimes GTM) require development help.
In-app announcements are fantastic for announcing patch updates and any new facelifts done within our SaaS platforms. It also allows me to segment the users who will be seeing this message which has been fantastic for announcing product specific updates.
With new UI facelifts and enhancements, users frequently need guidance through the newly updated UI. The guided tours have been a great addition to our existing customers as well as our new customers to learn about each function and option within our SaaS tools. Once again, the segmentation tool does much of the heavy lifting as well as it allows us to see the rate of completion of each guided tour for all audiences.
- Segmentation of users - we've discovered new segments of audiences that we've never thought of through analyzing our UserIQ data.
- Easy to use UI - with the new UserIQ UI update, it's easier than ever to create in-app/website messaging. It's very intuitive and easy to create.
- Great customer service - UserIQ has worked with us very closely to implement this solution for our business. They are very responsive and helpful with their customer support.
- Adding Heat mapping/Scroll tracking/Live user session viewing - I think this could give me further options for segmentation and give me higher visibility of where customers may be facing difficulties when creating further in-app messaging.
- UserIQ has let us communicate more effectively with our customers. We have seen a reduction in calls to customer service on how to utilize and update items on our SaaS UI.
- API
- 100%10.0
- Integration with Salesforce.com
- 100%10.0