Accelerated
product adoption40%
increase in NPSInsights
into user churn
What will you learn from this case study
- How Factors.AI accelerated user onboarding
- How in-app feedback loops drive continuous product improvements
- How NPS and CSAT surveys reveal churn signals and unlock feature ideas
Challenges
- Low engagement during early onboarding stages
- Limited visibility into why users churn or disengage
- Difficulty prioritizing the right features for the roadmap
Solution
Factors.AI enhanced onboarding and feedback collection using Product Fruits’ elements like checklists, hints, surveys and feedback widget to guide users, surface insights and inform roadmap decisions.
Sarthak Sarin
Use case №1
Acceleration of product adoption
Checklist + tours: driving fast, focused onboarding
To accelerate user activation, the Factors.AI team implemented Product Fruits onboarding elements designed to guide users through setup and achieve first win.
The embedded checklist, paired with feature tours and hints, provides new users with a clear path through the platform. This onboarding flow ensures users complete essential installation steps and engage with core features within the first seven days.
To support users who dismiss or complete the checklist but still need guidance, the team added flashing beacons and launchers for feature tours across key touchpoints.
These elements offer ongoing, contextual assistance, helping users revisit product education whenever needed without starting from scratch.
Help center: always-on support at your users’ fingertips
The Life Ring Button in Factors.AI acts as a central hub for user assistance, making support and resources easily accessible at any point in the user journey.
It brings together three key channels:
- Knowledge base – A self-serve library with essential product documentation and onboarding guides
- Live chat (Intercom) – Real-time support for users needing hands-on help or guidance through complex flows
- Feedback widget – A passive channel for users to report bugs and raise issues at their convenience
By combining proactive support with self-service tools, Factors.AI ensures users are never more than one click away from the help they need. Whether it’s a walkthrough, a quick answer or a real conversation.
Use case №2
Product feedback that fuels progress
Surveys + feedback widget: a powerful combo
To optimize both product experience and onboarding, the Factors.AI team built a structured feedback system using in-app surveys and the feedback widget, which is embedded in the Life Ring Button (the in-app help center).
Each tool plays a distinct role across the user journey:
- The feedback widget, captures insights around onboarding friction and product usability, reducing the load on live chat while surfacing actionable issues.
- Surveys (NPS and CSAT) help the team measure platform improvement over time, identify weaknesses in the onboarding flow and understand why users churn.
Sarthak Sarin
Together, these feedback loops power a more customer-centric product roadmap and enable targeted interventions.
Conclusion
By embedding onboarding and feedback tools directly into the app, Factors.ai created user experience that evolves with their customers. Whether it’s a new user setting up for the first time or a returning user needing a refresher, help is always accessible.
The combination of proactive and reactive feedback gives the product team continuous insight into user needs, shaping a roadmap that stays aligned with customer expectations.
Sarthak Sarin
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