UserIQ

Score8 out of 10

9 Reviews and Ratings

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 time-to-value
ultimately drive more revenue throughout the customer journey

Categories & Use Cases

Role-based user permissions
Permissions to perform actions or access or modify data are assigned to roles, which are then assigned to users, reducing complexity of administration.
Category average: 8.9
Integration with Salesforce.com
The software can integrate with Salesforce.com bi-directionally, allowing for data syncs, activity alerts, campaign triggers, enhanced reporting, and lead assigning.
Category average: 9.3
Integration with Eloqua
The software can integrate with Eloqua bi-directionally, allowing for data syncs, activity alerts, campaign triggers, and enhanced reporting.
Category average: 7.3

API
An API (application programming interface) provides a standard programming interface for connecting third-party systems to the software for data creation, access, updating and/or deletion.
Category average: 8.2
NPS surveys
The software facilitates the creation and execution of NPS (net promoter score) surveys, and integrates the results within each customer’s profile.
Category average: 9.3
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 9

Verified User

Manager in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

The UserIQ platform is easy to use and does not require a lot of time or administrators to be effective. The customer success team is always available to assist with any issues. Specific to the platform, the health score dashboard provides valuable insights into employee overall health. In addition to giving an easy-to-understand summary of our customers' health, it enables us to drill down by using a variety of filters to find issues that need to be addressed.

Pros

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.

Cons

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.

Return on Investment

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.

Alternatives Considered

Akita

Other Software Used

Kibana, Navisite Productivity and Collaboration (Microsoft Office 365 and MDM), Zscaler B2B

Usability

Verified User

Professional (501-1000 employees employees)

Use Cases and Deployment Scope

My organization uses User IQ to set up reports in the sales force side of the business. It addresses giving insights into these customers and allows us to communicate and view data such as customer health. The scope of the case is small scale as it is not a large organization.

Pros

Gain information which otherwise wouldn't be accessible
Good customer service
Health score dashboard

Cons

Some bugs which occur infrequently, although quickly resolved
Help center is not always entirely up to date

Return on Investment

Allowed us to make surveys quickly, saves time.
Communication with specific segments is efficient.

Other Software Used

Azurepath, Pipedrive

Usability

Bridgette Reynolds View profile

Customer Success Specialist in Customer Service at CollegePlannerPro (1-10 employees employees)

Pros

Customer service is excellent.
Once you get the hang out using the walkthroughs, they are really beneficial.
Running reports of users on surveys!

Cons

Getting the hang of the walkthroughs took me awhile and was hard for me to understand, but now I understand and love them!

Other Software Used

Slack, Zendesk, Braintree

Esther Kim View profile

Campaign & Content Manager in Marketing at RentPath (501-1000 employees employees)

Pros

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.

Cons

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.

Return on Investment

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.

Other Software Used

Marketo, WordPress, HubSpot

Verified User

Program Manager in Product Management (11-50 employees employees)

Pros

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.).

Cons

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).

Return on Investment

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.

Alternatives Considered

Google Analytics, Mouseflow and Google Tag Manager

Other Software Used

Google Tag Manager, Google Analytics, Mouseflow

Woopra

WalkMe

Pendo.io

UserIQ

What is UserIQ?

Categories & Use Cases

Key Features

Top Performing Features

Role-based user permissions

Integration with Salesforce.com

Integration with Eloqua

Areas for Improvement

API

NPS surveys

Automated workflow

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Usability

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Usability

Pros

Cons

Other Software Used

Pros

Cons

Return on Investment

Other Software Used

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

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