Userpilot <> Salesforce Integration: What is it and How Can it Help Your SaaS Company?

Userpilot Team
6 min readFeb 14, 2024

Are you a Salesforce or HubSpot user? For Userpilot customers, it doesn’t matter anymore. We have offered HubSpot integration since June 2023, and have just released the 2-way Userpilot Salesforce integration.

Let’s see how product teams can leverage it to build better products and deliver excellent customer experience.

TL;DR

What is the Userpilot and Salesforce two-way integration?

Userpilot is one of the best customer engagement software solutions. Its key features include user in-app behavior analysis, customer feedback collection, and UI patterns and flows for user engagement.

The latter capability enables you to onboard customers, provide in-app guidance, and drive account expansion.

Apart from HubSpot, other tools Userpilot integrates with include Amplitude, Mixpanel, Heap, Segment, Google Analytics, Kissmetrics, Zendesk, and Intercom.

And now Salesforce.

Salesforce is a leading CRM platform. It’s designed to help businesses improve their customer relationships by managing sales, customer service, and marketing efforts all from one central platform.

Thanks to the integration, Userpilot and Salesforce can now seamlessly exchange data, which massively expands their functionality.

What data can be sent between Userpilot and Salesforce?

The Userpilot-Salesforce integration is bi-directional. This means that Userpilot automatically sends and receives data to/from Salesforce so that it’s synced across both systems.

This includes customer behavior, in-app user engagement, and feedback data from Userpilot analytics and in-app surveys: flows, checklists, NPS, forms, feature tags, and button-tracked events (and associated data).

Userpilot users, on the other hand, can use the wealth of customer data stored in the Salesforce CRM database to enhance user segmentation and guide in-app marketing efforts powered by Userpilot.

6 ways sales and product teams can use the Userpilot and Salesforce integration

With the basics out of the way, let’s look at 6 practical ways your product, marketing, customer success, and sales team can leverage the Userpilot — Salesforce integration.

1. Send targeted email campaigns in Salesforce based on user interactions in Userpilot

The integration with Userpilot enables Salesforce users to send targeted email campaigns based on event data captured by Userpilot.

Let’s imagine you’ve identified several user actions that indicate they may be ready to upgrade to a higher plan. You can bundle these events up into a custom event so that whenever the event happens, it triggers an upsell email promoting the upgrade.

2. Reach out to existing customers based on their NPS scores

Userpilot allows users to collect customer feedback via in-app surveys. For example, you can use it to run regular customer satisfaction surveys, like NPS or CSAT.

When Userpilot sends the feedback results to Salesforce, you can use the data to automatically engage relevant customers via other media, like mobile apps, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more.

For instance, you could follow up with your NPS detractors and invite them to an interview, where you can discuss their pain points in detail.

Events you can send from Userpilot to Salesforce
Events you can send from Userpilot to Salesforce.

3. Guide customers with the Salesforce Desktop Sharing feature

Salesforce supports the Desktop Sharing functionality which enables support agents to provide high-touch assistance to their struggling users.

The integration with Userpilot can greatly enhance their ability to support their users. That’s because they will get access to granular data on user interactions with the product. Thanks to Userpilot’s feature tags, they can monitor every click, hover, and text input.

Desktop sharing in Salesforce
Desktop sharing in Salesforce.

4. Get recommendations and predictions on user data with Salesforce

Salesforce AI model Einstein enables teams to analyze historical data to predict future user behavior and preferences. It can also help them forecast future sales trends and potential issues.

It also powers customer support channels and can be used to give users recommendations, such as what to do next or which product to choose.

The model, however, is only effective when it has the right data to work on. And that’s when the Userpilot integration comes in.

Salesforce no-code AI can use the real-time user behavior data from Userpilot to generate more accurate predictions and provide users with more relevant advice. For example, it could recommend a resource center document linked to their pain point.

Predictive analytics in Salesforce
Predictive analytics in Salesforce.

5. Personalize in-app experiences in Userpilot with Salesforce attribution data

Salesforce uses advanced attribution models to assess how different user interactions across all touchpoints contribute to conversions. This enables marketers to allocate the resources to the right marketing initiatives.

Thanks to the attribution data, Userpilot users can personalize the in-app experiences to unique user journeys.

For example, if users signed up for the product after engaging with ads highlighting a specific use case, it would trigger onboarding flows focusing on the relevant functionality.

Choosing target audience in Userpilot
Choosing target audience in Userpilot.

6. Analyze user behavior of different segments in Userpilot based on Salesforce data

Userpilot offers advanced analytics features, including funnel, path, and trend analysis, that you can use to analyze user segment data.

The integration with Salesforce further increases its capacity because you can create better user segments based on custom data specific to your product.

For example, you could segment users based on their interaction with a specific marketing campaign tracked in Salesforce, like a webinar introducing a new feature. You can then analyze how this particular segment engages with the new feature.

Funnel analysis in Userpilot
Funnel analysis in Userpilot.

How to connect your Salesforce account with Userpilot?

Connecting Userpilot and Salesforce is pretty straightforward.

After logging in, head over to the Integrations page, which you can find by clicking on Configure at the bottom of the sidebar menu.

userpilot-integrations
Userpilot third-party integrations.

When you click on the Salesforce integration, you will be taken to the Salesforce login page and back to Userpilot as soon as you enter your credentials.

Once this happens, choose Both ways to enable 2-way data flow.

You can also choose Salesforce to Userpilot or Userpilot to Salesforce 1-way integration.

Userpilot-Salesforce integration setup: select the data flow direction
Userpilot-Salesforce integration setup: select the data flow direction.

Next, it’s time to map the user and company properties. This is essential for data integrity and consistency.

There are 3 ways to do it. You can use user ID property, user email address, or company ID property.

In each case, the details must match those passed to Userpilot in the identify call.

The final step is choosing the data and events to synchronize between the tools.

Userpilot-Salesforce integration setup: choose the properties to sync
Userpilot-Salesforce integration setup: choose the properties to sync.

Conclusion

The Userpilot-Salesforce integration enables users of both tools to seamlessly sync data. Thanks to that, they can create highly personalized and targeted experiences at every customer lifecycle stage, both inside the product and across all touchpoints and channels outside.

To find out more about the integration, book the demo!

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Userpilot Team

Userpilot is a Product Growth Platform designed to help product teams improve product metrics through in-app experiences without code. Check out userpilot.com