SkySlope is a real estate transaction management platform that help brokers and their agents manage audits, documentation, and contracts. In over 6,000 brokerages, 200,000 agents use SkySlope to collect, store, organize, and audit real estate transaction documents from anywhere at any time.
With the product’s feature set rapidly expanding, SkySlope found that they needed two things:
- A way to clearly communicate changes to users
- A way to measure how users really felt about these changes
The SkySlope team evaluated solutions to provide product analytics and in-product experiences. They compared one-size-fits-all solutions to a best-in-class stack and decided that Heap + Chameleon would provide them with the best capabilities.
Chameleon’s native integration with Heap allows joint customers to send all Chameleon collected data (such as a user’s interaction with product tours, and their responses to in-product surveys) to Heap. This means that Chameleon’s data is consolidated along with all other product events (e.g. user clicks) in a single place to cut and analyze. Further, Heap data can be used to target Chameleon experiences using webhooks.
Initially, the Product team at SkySlope chose to deploy in-product guidance plus NPS and CSAT surveys inside the product, using Chameleon.
Now we need to send customers fewer emails, and they feel more informed and included.
Whenever a key product change is made, the team leverages Chameleon to display a contextual prompt. When clicked, this prompt triggers a CSAT survey via Chameleon’s Typeform integration.
The Chameleon modal helps manage a user’s expectations and the simple survey collects valuable insight for SkySlope about how the change impacts customer workflows.
As well as reduced support load and improved user satisfaction, SkySlope found Chameleon impacts the usage and adoption of key features.
We increased usage of a particular feature by 10% by implementing Chameleon where users most often drop off. The level of attention, support and detail Chameleon provides is really helpful.
Why Heap + Chameleon?
Capturing real-time feedback on product changes provides the most leading indicators of product success. Instead of waiting for users to report issues or measuring their overall satisfaction via an NPS survey, targeted feedback collection will help you understand which features need continued iteration or whether they’ve met user expectations.
Consolidating user responses along with their usage data, in a product analytics solution like Heap, provides the most holistic view of quantitative and qualitative data to help you understand what your users are doing and why they are doing it.
Contact us to learn more about how we work with other Heap customers to enable product success.