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By Nickelled Team

On 2018-09-11

The Growth Dilemma: Support vs Success

We hated our inboxes. A few months back, it felt like we were drowning – and not even for the right reasons. Sometimes, your inbox fills up with nice stuff – order confirmations, notes from your other half, guilty-pleasure celebrity...
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By Nicholas Holmes

On 2018-08-20

SaaS Onboarding Metrics 101: Everything you need to know

Here at Nickelled, we spend a LOT of time talking to customers and potential customers about onboarding. A question we always ask up front is 'how will you measure success?'. And the number of SaaS companies who can't answer this...
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By Nicholas Holmes

On 2018-08-06

These are exciting times.

This summer, we're rolling out some of the most exciting changes we've made to Nickelled in a few years. Alongside our spiffy new website (haven't seen it yet...? You should), these new services will form the basis of our growth...
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By Nicholas Holmes

On 2018-04-11

Language Matters: Words That Make Angry Customers Love You

Did your grandmother ever tell you that words are as important as actions? Mine did. And as usual, she was right – especially in the world of customer service. Providing outstanding customer care means knowing exactly what to say and...
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By Nickelled Team

On 2018-03-16

Seven Easy Ways You Can Improve Help Desk Performance

Imagine walking into a massive, empty supermarket. The rows are endless, the shelves are stacked high with products. There’s no-one else there. Heaven right? Finally, you can do your shopping in peace! But wait… How do you find that elusive jar...
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By Nicholas Holmes

On 2018-01-11

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...
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By Fraser Deans

On 2017-11-11

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...
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By Nicholas Holmes

On 2017-10-26

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?...
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By Fraser Deans

On 2017-10-25

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...
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By Nicholas Holmes

On 2017-07-27

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...
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By Nicholas Holmes

On 2017-07-05

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...
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By Nicholas Holmes

On 2017-03-15

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...
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By Nicholas Holmes

On 2016-11-03

How We Won In Paid Search By Focusing On Landing Page Quality

This week I was talking to another business about the difficulties that they were having with Google AdWords. They had spent over $3000 in one two-month campaign and had received extraordinarily poor results. Their experiences got me thinking about our...
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By Nicholas Holmes

On 2016-10-26

User Onboarding Examples You Can Steal

Growth is no longer just about acquisition. For too long, growth hackers have defined their success by how many users they can pull in, without paying close enough attention to what those users do when they arrive. A user who...
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By Nicholas Holmes

On 2016-10-06

Why Your Startup Shouldn't Care About NPS Benchmarks

NPS is hot. 🔥🔥🔥 If you haven't been asked to rate your favorite SaaS businesses recently, chances are you will be before too long — we've been asked about ten times in the past week, courtesy of NPS measurement startups...
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By Nicholas Holmes

On 2016-09-28

Is Your Trial To Paid Conversion Rate Too Low?

Picture a supermarket. It might look a bit like this: Now, imagine the streams of people that enter that supermarket every day. Imagine the hustle and bustle of the aisles, the cash registers ringing, the customers streaming out pushing carts...
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By Nicholas Holmes

On 2016-09-22

6 Customer Onboarding Process Killers To Avoid

When we first started working in this space a couple of years back, we didn’t have the faintest idea what separated a good customer onboarding process from a bad one. We learned, and we learned fast. And now, we make...
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By Nicholas Holmes

On 2016-09-16

jQuery Website Tours: When Are They A Good Idea?

Ah, jQuery. The faciliator of billions of website interactions every day, this little Javascript library has grown over the past decade to power 65% of the world’s websites, allowing neat animations, seamless events and the development of thousands of handy...
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By Nicholas Holmes

On 2016-09-14

4 In-App Auto Messages You Should Be Using But Probably Aren't

Whether you’re trying to increase retention, improve onboarding or decrease churn, in-app messaging has become a standard for most SaaS businesses. It’s not difficult to see why — highly-targeted, behaviour-driven messaging was the holy grail of customer service teams for...
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By Nicholas Holmes

On 2016-09-08

4 Quick Wins To Help Nail The First Run Experience

User onboarding is often seen as a PROJECT. You know, the type of project that you write a plan for, discuss extensively, define a strategy, discuss extensively, execute, and then discuss extensively. And that’s OK - if improving the first...
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By Nicholas Holmes

On 2016-08-30

How We Built Our Analytics Stack For Customer Success

For any modern SaaS business, analytics play a critical part in the day-to-day operations of the company. With few offline operations, every decision - across strategy, sales, marketing and product - will likely be informed by the analytics data being...
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By Nicholas Holmes

On 2016-08-25

Website Guided Tours: Nine Scientific Tips For Success

Website guided tours are a popular way to ensure the success of new users during the most vital period of app usage - the first few minutes. We’ve helped to create thousands of guides for our customers, but we’ve never...
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By Nicholas Holmes

On 2016-08-17

The Nickelled Guide To User Onboarding Metrics That Matter

It’s common for companies and marketers to think of user onboarding as an afterthought - something that needs to be added on after the product has been designed and is ready to go. Unfortunately, this means that nowhere near enough...
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By Fraser Deans

On 2016-01-14

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...
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By Nandini Jammi

On 2015-11-03

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...
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By Nandini Jammi

On 2015-10-21

10 Brilliant Ways To Explain User Onboarding

People say the darndest things about user onboarding. Why? Because everyone wraps their heads differently around user onboarding. You see, onboarding is everyone’s job. Or at least it works best when people from multiple teams put their heads together. Everything...
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By Nandini Jammi

On 2015-10-07

How We Know User Onboarding Is Really About The First Session

What happens during those first few minutes that a user tries your platform for the first time? Despite the incredible value of asking (and answering) that question, it’s one that many product people don’t think about enough. I was recently...
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By Nandini Jammi

On 2015-09-22

Why In-Your-Face Onboarding Pays Off

There’s an err...strain of thought shall we say, among some very smart people that great onboarding is intuitive (or invisible). Then there’s this, from Julie Zhuo, Director of Product Design at Facebook: “...Any new interface requires effort—effort to learn, to...
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By Nandini Jammi

On 2015-09-01

How 'Skills' Became Irrelevant In The Digital Economy

You know what’s a complete joke? LinkedIn Skills & Endorsements. Lol. This is very generous. Entrepreneurship, guys? I’ve never started a company. Press releases? Never written one. Thanks though. Skills are really just a bunch of microscripts Despite the endorsements,...
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By Nandini Jammi

On 2015-08-24

People With Poor Memory Are Actually More Creative!

When I was in college, I had one course left to graduate - Intro to Finance. It was horrible in every way. How could there be that much to say about money? After awhile the crazy jargon and lessons started...
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By Nandini Jammi

On 2015-08-05

All Users Have ADD - Here’s What You Can Do About It

The coffee has worn off. Your users are panicked, overworked and somewhat terrorized by their workload. They just want to get their job done. Your primary enemy? Peak distraction. Your challenge? To get this manic, attention poor user to feel...
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By David Batey

On 2015-07-10

The common traits of great digital marketplace experiences

Digital marketplaces are emerging quickly to provide any number of essential (or not so essential) services between usually large numbers of vendors and suppliers. In the UK for instance we see Just Eat and Hungry House taking food orders from...
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By Fraser Deans

On 2015-07-02

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...
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By Gerry Carr

On 2015-06-12

Is education the key solving customer churn?

Customer churn as the silent killer of growth for a company and in particular companies who are trying to build a business on recurring revenue. The biggest cost most companies bear is the cost of acquiring customers, moving them through...
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By Fraser Deans

On 2015-05-07

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...
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By Gerry Carr

On 2015-03-26

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...
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By David Batey

On 2015-03-18

Q&A with Luke Todd from Gumtree

We sat down with Luke Todd who’s head of customer operations at Gumtree (http://www.gumtree.com) in the UK, to get a look at where he thinks customer service is heading in the future and the Gumtree approach to leveraging technology to...
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By Fraser Deans

On 2015-03-09

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...
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By Fraser Deans

On 2015-03-05

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...
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By Gerry Carr

On 2015-02-18

It’s time to open growth hacking to everyone

One inarguable fact about growth-hacking is that it has been very successful at hacking the growth of itself as a concept. From a creative job title at Dropbox thanks to Sean Ellis in 2010 through to today it has transformed...
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By Fraser Deans

On 2015-02-10

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...
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By David Batey

On 2015-01-12

Are interactive guides the next superstars of user experience design?

The worlds of user experience (UX), customer experience (CX), service design, even growth-hacking are littered with philosophies and sophistries on how to gain incremental, small percentage gains in user conversion and/or retention. Millions of dollars and hours are spent engaging...
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By David Batey

On 2014-12-17

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...
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By Fraser Deanson

On 2014-12-10

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:...
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By Fraser Deans

On 2014-12-03

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,...
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By David Batey

On 2014-11-26

5 signs it's time to improve your self-service support

Five signs that it's time you should improve your self service support: 1) Low engagement You've been releasing new features but your user base aren't using them. Use your favored analytics service to discover what percentage of your user base...
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By Fraser Deans

On 2014-11-19

Digital products will always need customer education

Everyone views the world differently, our perceived realities are not the same which means all of our customers have a different set of mental models. Mental models are people's internal representation of the world around us. They are formed by our...
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By Fraser Deans

On 2014-11-05

Customer education in the digital age

Last month the Nickelled team packed up our bags and attended the Customer Contact Expo at Kensington Olympia for a couple days. It was a great opportunity to meet the industry: the thought leaders, the innovators and the spectators. As part of...
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By David Batey

On 2014-10-29

Transitioning to great mobile customer support

With mobile devices now accounting for over 60% of internet traffic (see Small Biz Trends) it's time companies get serious about supporting their mobile customers. Here are some ideas your company should be adopting to provide mobile support. N.B. Check your company's...
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By Fraser Deans

On 2014-10-22

5 advantages of using 3rd-party software

All digital businesses sooner or later face an inevitable question: "do we build feature X into our product or should we pay for company Y to handle it for us?" We've come across the question a couple times when pitching...
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By David Batey

On 2014-10-15

The ins and outs of interactive website guides

What are interactive guides? Interactive guides show people how to use a website or feature. They're often in the form of a widget which is overlayed on top of the user interface. The guide allows the author to explain how...
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By Fraser Deans

On 2014-09-30

What do your customers think of Nickelled?

“One bad experience and poof… customers are history.” - Pavvo Hanninen At Nickelled we're entirely focussed on producing delightful customer experiences and paranoid about bad ones. Usability testing is a technique that allows software makers to highlight usability problems with...
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By David Batey

On 2014-09-25

Customer Contact Expo 2014

“The UK’s largest and biggest event for the customer contact and customer service industry." I'm really happy to let you know that Nickelled will be exhibiting at Customer Contact Expo 2014, come find us at stand H25 for a live...
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By David Batey

On 2014-09-07

Is your problem solved?

When a person is going through a Nickelled guide, they can close the guide at any time by clicking on the x in the top right hand corner. At this point we redirect them back to your site. However, we...
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