On-Boarding Timeline (4 Weeks)
- Week 1: User Intelligence
- Week 2: Engagements
- Week 3: Integrations & Advanced Settings
- Week 4: Customer Health
Introduction
This onboarding guide provides an overview of the installation, configuration and onboarding training that will need to be done for a successful implementation of UserIQ.
Make sure to include the appropriate stakeholders from your company who will need to be involved in this implementation. We suggest including Product Management, Product Marketing, User Experience, Development (for installation), and Customer Success stakeholders as UserIQ can provide value to each of these departments.
On the Kickoff Calls we will review the instructions for the installation of the tracking code and discuss the custom variables that will need to be implemented at the time of install. After the Kickoff call your specific tracking code will be emailed to you for deployment. The tracking code must be successfully installed prior to the first on-boarding call.
The on-boarding process outlines four recommended calls (screen share meetings) to provide guidance on configuration and training to successfully utilize the features and functionality of the UserIQ platform.
This call will kickoff your UserIQ Implementation with your dedicated Customer Success Manager. On this call, we will discuss your goals for UserIQ, the process of installing the tracking code, and custom variable configuration. You will need a technical resource to be available to become familiar with the UserIQ installation instructions as well as review any nuances of your application. The tracking code must be installed prior to your User Intelligence call with your CSM.
Define Goals and Success Criteria for UserIQ
Determining your main priorities or focus for UserIQ will help you with selecting your custom variables:
| - Reducing Churn - Improving Onboarding - NPS Surveys |
- Feature Engagements - Upselling / Cross-Selling - Account / User Insight |
Multiple functions within your company can benefit from UserIQ. Depending on their department or role may determine how you want to use the platform:
- Customer Success Engineers can use UserIQ announcements to draw attention to useful but overlooked features, teach or reteach workflows, or analyze user sentiment.
- Product Marketers can use UserIQ to advertise new products, features or special events, with in-app messages. Setup A/B testing to determine which approach works best.
- Product Managers can gather usage behavior data down to click events, feature adoption, and feature sentiment.
Installing the Tracking Code
To start tracking, simply add the javascript snippet that you received from UserIQ to your application. You will need to engage your development team in this step. The email you receive will have your SiteID where XXXXXXXXX appears.
Install the tracking code snippet into the footer of your application just before the </body> tag. (this ensures the code will appear on each page, be the last to load, & have the least impact on performance).
Selecting Custom Variables
Custom variables are user attributes that are pushed from your web app to UserIQ. Custom variables are used to segment and hone in on specific demographics in order to better analyze their behavior. This kind of laser-focused targeting helps design highly personalized engagements. We currently do not have any limit on the number of custom variables that you can pass into UserIQ. However, we consider having up to 20 custom variables as optimal.
Click here for details on Installation and Custom Variables
Settings
Not all platforms work the same and their user behavior is unique. Configure UserIQ to suit your application. Go to Site Settings to configure the dashboard, thresholds, filter your data, set engagement throttle, view the customer variables being passed and manage access to UserIQ.
The on-boarding process covers multiple sessions on how to configure and utilize the UserIQ platform to maximize ROI within your application.
Call 1: User Intelligence
UserIQ gathers user intelligence through feature adoption, endless segmentation possibilities, and tracking user activity. Learn how to setup and view the information below.
Currently Online & User Detail
Currently, online displays a list of users that have logged on in the last 30 minutes, and if available, their account name (if the account name variable is being passed to UserIQ). Click on a User to see additional detail such as the attributes being passed to UserIQ for this user, number of actions and sessions for the last 7 days, and their engagement history.
Learn more about Currently Online & User Detail
Live Feed
Live Feed displays the last 100 actions on your web app, displaying page views and mouse clicks by the user.
Creating Named Features
Named Features are a core concept in UserIQ. These are either pages users can access or "events" (like clicking a button, tab or element) that you want to track. These are used to track adoption, track a goal or directing a user to a page in your app.
Learn more about named features
User Engagements are modal windows that appear on a user’s browser window while they use your web app. They can be used to call to action, inform, gather sentiment, or instruct. There are six different kinds of in-app engagements you can use. Announcements, NPS Surveys, Ratings Surveys, Custom Surveys, Tooltips and Guided Tours. Announcements can be used to describe new features or to share important notices. Surveys can be used to gauge user sentiment. Tooltips can be used to point out features or provide information. Guided Tours can be used to instruct or walk a user through the features and functionality of your application.
Learn more about Announcements, Guided Tours, and Tooltips
Branding and Themes
Before creating an engagement, it is important to create a theme that fits with your company branding. First, carefully examine your site. What color do you use for your header? What color is your logo? What color is your call-to-action button? Find the hex value of your colors by using a photo editing app or the inspect feature of your browser. Tours and Modals use different colors, so be sure to create branded themes for each. Modals and NPS surveys use the same color scheme, but NPS surveys also require theming for bubble colors.
Learn more about Branding and Themes
Call 3: Integrations & Advanced Settings
Make UserIQ more powerful with software integrations. Use Salesforce integration to push and pull more data from your users, allowing for incredibly detailed and laser-focused targeting for your engagements. View the number of open and closed Zendesk tickets in UserIQ.
How to integrate Salesforce with UserIQ
How to integrate Zendesk with UserIQ
Connect to UserIQ API's.
Learn more about Custom Data API
Magic Segments
Magic segments are user segments that are included by default. They sort your users as Active, At-Risk or Inactive users, based on their activity. Every company’s user retention is measured differently, so learn more about customizing your magic segments here.
Configure UserIQ so you can measure and track account health based on your applications parameters.
Using the Dashboard
The new UserIQ dashboard provides at-a-glance health and usage stats of your accounts based on parameters you have previously set up. These include last log-in, feature usage, credit card validity, payment status and the number of users.
Configure Thresholds
Set the thresholds for the following:
- Activity
- Adoption
- Sentiment
- Support
- Financial
Learn more about setting thresholds
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