Customers ghosting your app? Here's how we fixed it in 5 mins (after weeks of trying).
First off - congrats! You've got someone either visiting your site or signing up for your app...no small feat, pat yourself on the back!
The problem:
Customers are fickle...they'll visit your site or sign into your app, get frustrated by the smallest thing, and leave without a trace. It can leave you questioning what to build, what people care about, what to improve, and even guessing who your customer actually is.
We tried everything:
- Hotjar
- support bots
- pixel tracking
- and more
But these tools just told us what we already knew: something wasn't right, some people were getting frustrated, and some were leaving.
We also tried user interviews, but most users would decline without an incentive. Plus, when we did interview them, it was usually at a later date and they weren't feeling the pain they were previously experiencing.
The Aha moment: What if customer support turned into user interviews!?
It took 5 mins to install the InsightLab Customer Discovery tool and we very quickly discovered:
- where our users were getting stuck
- multiple bugs
- UI changes we needed to make
- improvements needed for onboarding
- the type of work people were looking to do on our platform
- and more…
The changes we made in our app reduced churn drastically, and we saw an uptick in referrals.
How it works
The tool makes it easy for users to ask for help and get help in your app. If the query is outside the scope of your current app feature set, it asks relevant follow up questions to dig deeper and unpack what the customer needs and what they are trying to do. Basically, unpacking the "why" behind the question.
Users were asking us if they could upload jpeg files in our app. We hadn't designed for that use case, so the tool let customers know this, but then quickly asked, "what is it you're trying to do"? Asking that question was key, because we quickly discovered our users wanted to store all of their files in one single place.
It's basically like having a customer support agent and a user researcher on staff, for any part of your app, 24/7.
How we found it
As Indie Hackers, we were experiencing the problems above, and well, we actually built this tool to help us understand our customers as we built our platform. Shortly after launching the first prototype, to our surprise, the customer queries and interview answers came flooding in!
We quickly realized we'd built a continuous customer feedback pipeline that could be helpful to the rest of the community and others that are keen to understand the "why" behind behaviour to grow.
We'd love to have you try it, discover insights, and grow!
Check it out and sign up at: https://www.getinsightlab.com/customer-discovery
