User Engagement

Empowering Employees Through Training

Using employee training to cultivate initiative, innovation and excellence in an increasingly competitive market

In today’s age of innovation, initiative is key. But how does one find, maintain and encourage the kind of employees who take personal interest in driving their company forward? The truth of the matter is, that initiative and driven employees are never simply found, maintained or even encouraged to be a contributive part of an organization.

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Step Settings – Control Users’ Onboarding Journey

So, you’ve invested time and effort in creating a help center, or maybe even a real-time guide, but your users still lose their way and give up, or turn to support? Maybe the reason is that the correct way to navigate through the product still remained unclear. Iridize’s enhanced Step Settings feature gives you ultimate control over users’ learning process and allows you to ensure your users never “stray off the path.”

Generally speaking, users like quick and easy solutions to problems they encounter. Salespeople need to focus on selling, instead of navigating through CRMs. But how can you ensure users follow all the steps required of them, and not get lost, or skip important steps along the way? How can you reduce churn rates and the number of support requests? The answer is – by reducing the number of “unknowns” which new users face between point A and point Z. This understanding has led Iridize to develop the most advanced Step Settings tool in the market as part of its performance support solutions. These are just some of our clients’ favorite options:

control onboarding journey

 

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Let Your Content Rule

Who hasn’t heard the old adage (well, old in internet time), “content is king”. And indeed, content is a crucial ingredient in any online marketing strategy. But is every content a king? The answer is, of course, no. Quality content is king. Efficient content is king. The vast majority of textual materials out there – not so. In fact, because what matters in content is quality, not quantity, it can hardly be otherwise. So how can you seperate your text from the rest? Here are a few tips that will make your copy rule.

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Getting Microcopy to do the Heavy Lifting in Your Help Documentation

I think we can all agree that articulation is one of the corner stones of good help documentation. Explaining how things work requires a great deal of clarity, structure and the extraordinary ability to break complex ideas and actions down to simple, applicable steps.

 

On the Importance of Intuitive Guiding

One of our most essential tools when structuring a guide is intuitiveness. We lean heavily on commonly used terms to make an explanation more approachable. “It’s like X”, is how we often clarify a clouded notion.

 

Intuitiveness is defined by how familiar an experience is to a user and how little learning they have to commit to, in order to acquire this skill/know-how. Writer John Pavlus put it best:

 

A pen is “intuitive” because you’ve used a zillion pens, pencils, crayons, markers, and stick-shaped inscriptor-tools in your life. A computer mouse is “intuitive” for the same reason (if you were born in or after my generation). If you grew up 500 years ago in an agrarian society, you might think a plow or a scythe was pretty damned intuitive. Would you know what the $#*& to do with a plow if I put it in your hands right now? “

 

  

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6 Funky Ways to Improve User Engagement (with Iridize)

1. Write Release Notes That Actually Get Read

A while ago, the guys at Toggl ran a survey to find out which features their users most yearned for. It turned out that the 5 most desired features were ones Toggl had had for years. I can’t even begin to imagine how frustrating that must be.

 

Writing good release notes is no trivial feat. But making them un-ignorable to users is a whole different matter. Alongside the super-appealing newsletter you’re going to send with the latest release updates, the Iridize Release Notes allow you to serve your users with these notes when it’s most relevant – the moment they log into your application. Or better yet – when they land on the page or feature relevant to those release updates.

 

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 Release notes by Iridize customer

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Optimizing the Hotel Guest Experience You Offer your Guests

The experience of a hotel guest determines whether or not they return in the future or look elsewhere the next time they are in town. Guests are also the first source of information that families, friends, and coworkers turn to when seeking information on the best hotel lodging. Word-of-mouth advertising such as this plays a big part in adding new customers and retaining old ones. A customer is far more likely to return to a hotel or recommend it to others when everything from booking their stay to checking out is easy and trouble free.

 

Conversion optimization for hotel online booking is mainly about a good browsing experience and a smooth booking process, but offering other incentives also increases conversions.

 

optimize hotel guest experience

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UX Tips: How to Improve User Conversion Rates

Most people have used a software or web-based product that was designed with the best of features, but lacked a decent user interface. The products are difficult to use and unless the provider has a monopoly on the technology, they face poor user conversion rates and are eventually relegated to the bottom of the product list.

Without a good user interface, users find the product difficult to use from the onset and everything from implementation to user onboarding and acceptance become more difficult or may even fail altogether. Conversion optimization begins with the design of the user interface and includes all aspects from signup and tutorials to site navigation and feature implementation.

ux tips to improve conversion rates

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The What, Why, Who & How of Customer Clairvoyance

We’re delighted to host a guest post by Rachel English, Co-Founder & VP, Customer Success at Frontleaf.

All too often, the job of retaining customers in a Software-as-a-Service business feels like a series of shots in the dark. Too many Customer Success teams are essentially operating blindfolded, with:

  • Little to no knowledge of how customers are actually using their product and whether or not they are gaining value from it,
  • Data about how customers are interacting with their company sparse and spread between multiple systems, and
  • Only a very vague comprehension of how those moments that make up the customer journey impact the customer’s likelihood to churn, renew, or buy more.

But there is no need to stay in the dark anymore. You can illuminate your Customer Success operation by gaining “customer clairvoyance”. Don’t worry, you don’t need to venture into the paranormal, or develop your ESP. The term “clairvoyance” comes from the French words meaning “clear or lighted vision”. And you can begin to apply it to your customers by adopting a mindset and taking a few straightforward steps. Let’s take a moment to briefly define what “customer clairvoyance” actually is, why it matters, who is involved, and how it can be achieved.

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Simplify the Customer Experience for Online Services

Every online service today is either the web-face of an offline service or a designated web service supporting other web products and services. Despite often catering to different target audiences, for both types of online service providers – Customer Experience is a key component to engaging customers and building a sustainable, successful business.

Today’s online customer experience strategy has to consider all aspects of the customer’s interaction with both website and human factor: user experience, user interface, navigation, assistance online and offline assistance channels, reaction speed and response time, not to mention Social presence and integrating the entire experience to be a consistent and comprehensive one.

 

simplify customer experience

 

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UX Tips: How to Promote New and Advanced Features

We’ve recently given some tips on how to introduce new SaaS features. Drawing attention to new features is important, so that users will notice them and learn how to use them quickly and easily. We want to take it a step further and highlight the navigational aspects of helping your users through a smooth adoption process:

 

Use Your Colors (and Shapes)

Designer Stephen Anderson states that Curiosity, Imagery, and Pattern Recognition are the three keys to seductive interactions. Make the news about the new feature stand out. The effectiveness of highlighting lies in our pattern recognition ability: our brain adjusts to a certain layout and coloring scheme, so that when something is changed in the it, an alarm goes off somewhere in our brain and our eye-sight is immediately stimulated to focus on what’s changed. This is also why you shouldn’t overdo UI changes in your website – it will dull out your users’ ability to notice the changes, rendering news page elements useless. Over-stimulation is bad for new advanced feature implementation.

 

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