1. How to Write a Killer Customer Success Manager Job Description

    Two months ago, the Nickelled leadership team sat down at our quarterly offsite in sunny Fuerteventura and made a big decision. With the business growing fast, we needed to add someone new to our team who could look after new clients. We’d been muddling along, but needed someone awesome…
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  2. Ten High-Value Knowledge Base Articles Every Business Should Have (With Examples!)

    Knowledge bases are an insanely efficient way to deal with customer questions. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. For most businesses, that means that 9 out of 10 customers need never contact a real-life support desk at…
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  3. How startups can build a world-class customer support operation in seven days

    If you're a scrappy startup just beginning to scale, support is probably an afterthought. Don't feel bad. We get it - everything seems more important, and it’s easy to pass off mounting support requests as a sign that the product needs to be improved, rather than a CRITICAL part…
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  4. Announcing Guided Tours In Zendesk With Nickelled

    Click. Copy. Paste. Click. Click. Ever get that feeling that providing great support is more keyboard power than it is brainpower? Anybody who deals with support requests on a daily basis will know that being able to manage tickets effortlessly is half of the battle. The stress of multiple requests,…
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  5. New feature: Useful notifications

    A few weeks ago we launched Nickelled 2 - a ground up redesign of Nickelled (we hope you're liking it). As part of our ongoing improvements we've now added Notifications. For a long time we avoided adding notifications. Notifications can be distracting and needy, always desperate for your attention. Just…
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  6. Inside Nickelled 2: A product tour

    Yesterday, we announced Nickelled 2, the biggest change to Nickelled we've ever made. Today, we go behind the scenes with our head of product Fraser Deans, so you can see what Nickelled 2 is all about. Questions about Nickelled 2? Hit us up @nickelledapp on Twitter. Want to try it…
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  7. Introducing Nickelled 2: our biggest update ever

    We’re very excited to announce a huge update to Nickelled; so big that we’re even calling it Nickelled 2. 😀 Nickelled 2 is our biggest update ever. Why redesign? We launched the original Nickelled over 3 years ago, way back in 2014. Iterating quickly, revising and adding features inevitably…
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  8. How Many Miles Will Your Users Walk For You?

    The following post is excerpted from our new eBook, The Busy Founder's Guide to User Onboarding. It's been edited for context. How do you know what sort of initial customer experience is appropriate for your business? We've all walked into shops where a sales assistant is a little too pushy.…
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  9. The magic number that will one day kill your SaaS business

    The SaaS business model is a wonderful thing - predictable revenue pours in every month, growing and compounding over time to generate a revenue stream which is far more stable than that of a traditional business. However, every SaaS business faces a significant danger which is unique to SaaS and…
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  10. How minimalism saved our SaaS company

    Here’s a question. Can too many customers ever be a bad thing? Two years ago our business ran into in trouble — but it wasn’t the kind of trouble we’d always expected when we founded a SaaS company. We weren’t running out of cash, struggling to hire,…
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