UserIQ Reviews

The UserIQ platform is an easy-to-use tool that doesn’t require a lot of time or a dedicated admin to provide value. The customer success team is friendly and attentive and is always willing to assist with any issues we may have. Specifically, the health score dashboard gives us an easy-to-understand overview of the health of our customers but also allows us to drill down using a variety of filters to see specific issues that need to be addressed.

Lack of annual/trending data (mo over mo)

We have been using the UserIQ platform since 2019 and it has been a tremendous help to our CS organization to observe and "study" our customer behavior. We use it as a customer management tool to track and maintain account and activity information and to make renewals and sentiment a visible dashboard (vs. a spreadsheet and emails) that all can see.

The team is very quick to respond to concerns, always happy to help with very specific questions, and are always able to jump on a call within a couple of business days. If the issue is able to be resolved via email, they do so promptly. The team is patient and understanding.

There isn't anything I dislike!!!!!!!!!!!!!!!!!!!!!!!!!

We have been launching a guided tour for one of our new products. This is something that was made very possible (and easy) with UserIQ and I couldn't have made something like this by myself without it.

The ability to segment your customers is the key with UserIQ. It opens up many possibilities to learn about usage and behaviors. You also can quickly implement surveys for instant feedback with high completion rates by your users.

I want the ability to export data in presentation-ready formats. Right now, you have to export to excel and build on your own or have to take print screens of graphs.

We are trying to understand who uses our system and the behaviors they have, which would give us insight into retention efforts. We have already benefited greatly from launching an NPS survey based on the segmentation we created.

The User IQ team is extremely accommodating and helpful during and after the implementation process.

The product itself is easy to implement and is fairly straightforward to configure.

The product is easy for someone with little to no technical knowledge to use.

Some CSS knowledge is required to really unlock User IQ's full design potential which can be difficult for CS teams without a dedicated web dev. Upside: the User IQ support team was quick to assist with CSS updates to make my guided tours look and feel exactly as I designed.

We reduced incoming support tickets for education requests and simple, preventable issues through targeted in-app notifications and guided tours.

Customer health scores is a game changer to keep our fingers on the pulse

Nothing as yet the service is great, and the team are great

We are seeing real-time stats and usage. Customer comms and NPS

Simple implementation, great features, fantastic support. The team really goes out of its way to make sure we have everything we need. They are quick to respond to support requests, keep us updated on new features of the platform, and more.

There is very little to dislike. The platform is very flexible and has met all of our needs so far.

A great company run by a great group of people. They genuinely want to see you succeed.

Change Management

- We are making a lot of changes to our digital experiences over the next few years and we are leveraging the UserIQ tools to help manage this change for our internal team members and external clients.

- We've learned that using contextual tours are far more effective than static ones. In one study clients were 4 times more likely to use new features after they took a tour.

- For internal team members, we've been able to eliminate costly weekly phone calls and replace them in online tours and messaging. Team members overwhelming prefer this approach. It also gives us a way to track who is viewing the material.

Customer Research

- We use rating surveys to do a pre- and post- analysis of client satisfaction for new online features.

- We can quickly launch a survey to ask clients any range of things. In one survey we were able to get a critical business question answered within hours with over 6000 responses. This allows us to be agile and quickly respond to a dynamic marketplace.

UserIQ has blown me away with their unique, but spot-on platform that is made for CSMs of today (and tomorrow). The visibility into product usage is deep, customizable, and most importantly - actionable.

It took some time for me to understand some of the platform nuances, as the UX is being continually streamlined. There are some settings, etc. that you need to do multiple times, in different areas that can be a bit confusing. But in 1 support call I was able to suss out any of these points of friction when getting set up.

UserIQ has given me unparalleled visibility in to the 3 most important parts of what I need to understand - 1) are our customers using the platform, 2) how are our customers using our platform, and 3) how can I help them to use it more/better? The ability to create segments allows me to deeply drill into my hypotheses about my users and adjust as I get more data and insights. Data and insights are great - but the actionability of announcements and guided tours takes it to the next level. I also appreciate how in every campaign I've run, they help me to be cognizant about the balance of getting good results while providing an amazing user experience. I can't say enough about the team and the direction the UserIQ product is going.

Love being able to provide my clients with helpful tips and reminders.

Nothing, happy with service. ......................

Helping clients to not make mistakes and provide tips & reminders.

The folks at UserIQ are extremely responsive and work to help their clients as quickly as they can and as thorough as they can. Not to mention they are just so personable, you feel like they are right there with you in the day to day efforts.

UserIQ is constantly looking at ways to not only improve the platform, but they have great supporting documentation to help walk you through your own questions.

I love that they are also so involved with the client success community. They hold many webinars and participate in success meet ups to really give support and shine and spotlight on the CS community. Really helps to understand how their other clients are using the platform and where they have seen such success. By adopting some of those suggestions not only via the webinars and meet ups, it has certainly helped our client success team feel like they have a strong network within UserIQ.

I don't have any dislikes! We have been able to use our own pace in implementation, we have a pretty broad use case from Product Usage to then being able to insert messages within the platform.

If you are looking for a partner and not just a vendor, you found the right spot with UserIQ. They are helping us create segmentations right now that are going to really help not only our Client Success teams but our Support teams!

We needed help within our platform to create pop ups that said, hey don't forget this or that, when a client was creating their campaigns in our platform. AND we only needed this happen to certain clients and not everyone. This helped us create a personalized message for those clients that were struggling while our other clients didn't need to see this message because it didn't pertain to them.

UserIQ provides actionable insights and data on customer behavior, but also provides the ability to create content and curriculum around that data. The combination of data and content helps us streamline our customer journey and offer a better customer experience. Couldn't do our job without UserIQ

UserIQ aggregates an abundance of data and a necessary evil of that much data is batched updates. Some items update in real time and others have to wait overnight to process (dashboards).

Prior to UserIQ, we did not have visibility into feature adoption or an accurate knowledge of login activity. Now, we have both. We've also been able to rapidly deploy tool-tips inside our platform to quickly and easily provide customer guidance.