Blitzllama makes it easy to conduct highly contextual user research inside mobile apps and websites. Teams can launch in-product surveys to the right users at the right time, run concept tests, collect customer requests, and build intelligent dashboards on top of the feedback data. Integrating Blitzllama takes < 30 mins and can be connected with Amplitude, Mixpanel, and other product tools within a few clicks.
Product and user research teams in 40+ fast-growing SaaS companies including Nova Benefits, Urban Piper and Plum use Blitzllama to hit their customer expectations and business goals more often.
Here are a few success stories and use cases of SaaS companies using Blitzllama.
1. Increased response rates of NPS and CSAT by 5x | success story
2. Drove feature adoption by 80% by learning from the right users at the right time | success story
3. Filter top customer requests and issues across cohorts and surveys faster | use case
4. Capture feature requests and bug reports from your customers efficiently | use case
5. Evaluate concepts with your customers before you build to save engineering effort | use case
6. Feedback hooks inside the product to continuously collect feedback | use case
7. Automating experience check ins with accounts and followups | usecase
8. Testing assumptions faster and aligning new features and product ideas closer to solving customer problems | usecase
1. Increased response rates of NPS and CSAT by 5x | success story
A SaaS company observed a response rate of 30% for their in-product NPS survey run using Blitzllama. This was 5x more than the response rate on their email surveys run using SurveyMonkey.
Further, the quality of feedback improved drastically as the users were asked questions while using the product and hence were in the right mind space. Compare this to email surveys where users might be doing completely different things and your product may not be at top of their minds.
💡Tip: Blitzllama’s guardrails
- You can configure the “resurvey period” so that the same user doesn’t get surveyed more than once in x days.
- We auto-save the progress in a survey, so the users can pick where they left off in the previous instance.
2. Drove feature adoption by 80% by learning from the right users at the right time | success story
A company building an international payroll and compliance platform saw low adoption for its newly launched pay-via-crypto feature. More troubling was the low adoption from freelancers who had requested the feature.
The first survey targeted to learn from the freelancers revealed that 90% of freelancers (amongst the most likely to use cohort) knew about the feature but of these 35% wanted to first try out the crypto payment route using a small amount of money.
The second survey shown only to the payroll and finance team revealed that 60% of the Series A and B companies did not want to use crypto, while it was much lower at 25% for the Seed companies. Lack of clear legalities and local tax compliance were the biggest roadblocks.
💡Tip: Blitzllama targeting configuration:
- Show it to the right users by filtering user attributes. Syncing user attributes and cohorts to Blitzllama from Mixpanel, Clevertap and other tools requires a few clicks and no engineering effort.
- Using event-based triggers, you can launch the survey once the user completes the configured event (a crypto feature used in this case) inside the product.
3. Filter top customer requests and issues across cohorts and surveys faster | use case
All feedback data collected via Blitzllama is searchable as it is auto-categorized by our GPT 3-based NLP and stored in a single repository.
Using various text, user attributes, and cohort filters you can quickly check “what are the top requests from the highest paying customers in the last 30 days”, “are there any negative sentiments around features in the last release”, etc.
On Blitzllama you can create multiple dashboards and charts to continuously monitor the feedback. Here are some examples of what else can you do :
https://blitzllama.com/blog/building-intelligent-post-feedback-workflows
4. Evaluate concepts with your customers before you build to save engineering effort | use case
Run quick unmoderated concept tests with your users by embedding Figma designs, marketing images, or content. Check out an example here:
https://link.blitzllama.com/L2L2SW3D/prototype?lang=en
This could be especially useful to test messaging and content with your users (screenshot below).
5. Feedback hooks inside the product to continuously collect feedback | use case
You can set up automated, feedback collection workflows after a critical product milestone. Hook up user events to trigger Blitzllama surveys, for example, after someone uninstalls your Chrome Extension to understand why the user uninstalled.
NPS or CSAT every 45 days, post-cancellation of subscription, or post-onboarding are some places in the product journey to continuously monitor feedback.
Check out here to know how your product could benefit from adding feedback loops inside your product
https://blitzllama.com/blog/how-to-setup-feedback-loops-to-constantly-improve-your-product
6. Automating experience check-ins with accounts and follow-ups | use case
Most SaaS products start off with PLG or PLS, where customers signup for a free trial or a freemium version and upgrade to paid plans. You can’t predict your best customers beforehand. The bottom line here is to invest in a great experience for all signups regardless of their initial spending.
Blitzllama makes automating experience check-ins much easier. You can actively solicit feedback from new accounts as well as small and mid-sized accounts by setting up in-product prompts. Blitzllama also allows you to create follow-up surveys to ask more questions or set up calls with specific customers.
7. Testing assumptions faster and aligning new features and product ideas closer to solving customer problems | use case
The real, active users of a SaaS product are sometimes hard to reach. Firstly, customer success teams interact more with the decision influencers than the real users. Gatekeepers, for example, HR teams don’t allow their insurtech partner to directly ask questions to their employees and prefer all communication goes through them, creating high friction. Secondly, the most active users do not respond as actively to emails or phone calls, so seeking feedback over non-product channels is cumbersome.
Blitzllama’s in-product surveys enable teams to reach these users in real-time and as they are using the product. Generating actionable and highly contextual feedback, with very high response rates of 20-40%.
