User Engagement

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.



 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.


optimizing hotel guest experience - fawlty towers

Choose your mentors wisely

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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 | Iridize

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.

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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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How to Eliminate Online Customer Frustration and Confusion

This may come as a surprise to many readers, but customer confusion is a very real thing. When we talk about customer confusion and frustration, we are referring to the state of mind someone enters when being overwhelmed with information of a similar or identical nature. When encountered with several similar products or services, it is much more difficult to make a rational choice between them, because it comes down to nuances.


This is a common problem for eCommerce businesses and SaaS providers. The challenge to find a good differentiator from the competition is a tough one. Customer confusion leads to frustration, cart abandonment, postponing the purchase, delegating the action to someone else.



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Increase Call Center Efficiency in 4 Simple Steps

When it comes to increasing call center productivity, the common practice is to measure call length and encourage support analysts to lower each call time. The logic behind this is that shorter calls free up the support staff to take more calls, thus improving the call center’s efficiency by addressing more customers’ complaints.

But in fact, this practice may actually have the opposite effect on your customer-base: short calls often leave customers unsatisfied, feeling their needs were not addressed. This may lead to more calls, which means you haven’t achieved your main goal.

Instead of putting all your energy into decreasing call lengths, consider focusing on finding alternatives to support calls within the organization. Optimize your support staff’s time while they are on the call.


increase call center efficiency


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Enhance your Customer Service with Social Media

We’re delighted to share a guest post by Nunzia Falco Simeone – Marketing Manager at Deskero.

Interacting with customers on social media carries a lot of opportunities for brands that need to build a stronger relationship with clients by understanding their needs and habits. Facebook, Twitter & Co are becoming an essential way for customers to communicate with businesses, so now they represent a viable component of customer service experience.

So, how can brands use social media to improve their customer service?

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