Posts tagged: customer support

  1. How To Consistently Support An Inconsistent Customer Base

    If you think your job is hard, try being a website serving a user base of 80 million. That job is way harder. That’s essentially what the UK government’s workhorse of a website, GOV.UK, does for its people. They won an award for it - as they…
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  2. A Super Quick Way To Design A Better FAQ

    The Forrester report published earlier this year only confirms what you may have already suspected: customers overwhelmingly prefer self-service support to live phone support. For the first time in the history of our survey, respondents reported using the FAQ pages on a company's website more often than speaking with an…
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  3. How Kayako’s #custserv stories reminded me why I started Nickelled.

    Every once in a while it feels good to remind yourself why you got into the business in the first place. Building up a new company is fun and challenging and engrossing in equal measure. It can be so engrossing at times that you can lose sight of the original…
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  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…
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  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…
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  6. Is today’s tech making marketing and customer support your killer sales team?

    One of the key trends that we are seeing in 2015 is the breakdown in the distinction between marketing and customer support. This is definitely a strong positive both for the consumer and for the business, and a shift away from the previous trends where new customer acquisition was given…
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  7. Great Design Still Needs A Help Center

    Every so often when a potential customer is evaluating Nickelled, someone on their team loudly objects to the idea of layering a Nickelled guide on top of their UI. "If you need a guide, then the design team failed at its job to build an effective customer journey," they'll say.…
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  8. How to provide consistently good support for an inconsistent customer base

    For online businesses with significant traffic managing the expectations and experience levels of a large visitor base is a daily challenge. Good user experience design, for those that can afford it, will go a long way to optimizing experiences but usually around the most valuable or the most common visitors…
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  9. 'Discover, understand and use': how interactive guides make Customer Self-Service better

    Our eyes widened this week on reading the headlines from the latest Forrester report on customer self-service. Once the poor relation to phone support, self-service over-took phone support as customers' preferred method of resolving their queries. This has made us think that it is probably worthwhile to more clearly sketch…
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  10. Dogfooding: how Nickelled uses interactive how-to guides

    There are a 101-ways interactive how-to guides will benefit your business. We've got a few tricks that we've found to be extra effective and refreshing at educating our Nickelled customers. New features When we launch a new feature on our app we publish a guide and send it to our…
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