1. Product Knowledge Training 101 for SaaS Companies

    Let's make a wager. I bet you $5000 that within 2 minutes, I could make one of your product managers, customer success agents or sales reps speechless with a simple customer query. No? Don’t like those odds? Well it turns out you’re making that bet every day. Poor…
    Read more…
  2. Interactive guides for the on-demand economy

    The world of ecommerce has been transformed from simple online storefronts that allow you to purchase and receive goods direct to your door from your favourite retailers to comprehensive digital marketplaces which turn individuals into suppliers offering niche and wonderful services. The likes of eBay and Amazon still dominate online…
    Read more…
  3. User onboarding: not just for SaaS any more

    Thanks to the good work of Samuel Hulick and the emergence of the UX discipline in the last decade or so we have seen significant energy being spent on onboarding users into apps. So much so that it has become a fully-fledged area of creativity in itself. Samuel’s tear-downs…
    Read more…
  4. Are you still sending email to educate users after major product updates?

    The web app your customers are using today is not the product they will be using in six months time. Product teams are accustomed to rapid product development: deploying several times a day, constantly pushing out improvements. Likewise consumers are familiar with rapidly changing software and often expect it. But…
    Read more…
  5. Are you responsible for educating your customers and you just don’t know it?

    We’ve discussed the importance of customer education before here at Nickelled. Educated customers are able to extract the most value out of your product increasing satisfaction and decreasing churn. But with so many people and roles involved in the life cycle of a customer with your business it’s…
    Read more…
  6. GleanIn use Nickelled to build an online demo

    GleanIn provides social media solutions to help its clients run more successful exhibitions and events. A key to the success of its GleanIn Monitor product is the ease with which it enables the speakers and registrants at events to help s organisers drive more attendees. To do this it has…
    Read more…
  7. How to use Google Analytics to track customer satisfaction

    The efficiencies that the web provides in allowing businesses to deliver services and sell products to the world has clearly transformed the world’s economy. From insurance to groceries and everything in between most of us go to the web first in order to make or at least get a…
    Read more…
  8. How we chose a knowledge base product for our start up

    This week we decided to add a knowledge base for our users and spent a considerable amount of time assessing the leading vendors that are focused on growing new businesses like our own. We thought it might be useful to share our process in the hope that it might save…
    Read more…
  9. Videos vs interactive how-to guides: which is best for you?

    In the world of customer success there are only two real contenders for producing effective self-service resources: videos and interactive how-to guides. Both solutions allow you to educate your customers on how to extract the most value from your application: therefore reducing churn, increasing feature adoption and satisfying customers. Each…
    Read more…
  10. 3 unusual examples of customer education

    Getting customer education right is a valuable tool to achieve customer success. Customer education comes in a variety of flavours and the most effective forms are dependent on your customers, your product or service and your resources. Here's 3 great, but unusual, examples of different companies using customer education to…
    Read more…