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The Nickelled Blog
Our posts on customer success, user onboarding and more.
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 in this world of rapid …
Are you still sending email to educate users after major product updates? Read More »
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. Maybe they have a little …
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 help meet the needs of Gumtree’s growing customer base. Gumtree has been a customer of …
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 a simple easy to use platform that was …
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 price for our purchases. As businesses …
How to use Google Analytics to track customer satisfaction Read More »
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 some similar companies a bit …
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Why you won’t find interactive guides in any 2015 CX trend predictions
It’s now February 3rd and the the season of prediction in Customer Experience and User Experience is at an end. Presumably it is time to start implementing on all this futurethink and seeing the landscape transform with stunning customer experiences delivered at light speed. Absent in these predictions is anyone expressly mentioning interactive guides as part of …
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Do your users need an interactive guide? Use our decision matrix to find out
The most common question we get asked in at Nickelled Towers is ‘how do I know if an interactive guide is right for my users’? And it is a good question and a multi-layered one that we will look at in a number of ways. Today we‘ve created a Decision Matrix focused on the complexity of the …
Do your users need an interactive guide? Use our decision matrix to find out Read More »
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 and re-engaging experience architects to make features and products discoverable. Millions more are lost on …
Are interactive guides the next superstars of user experience design? Read More »
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 has it’s benefits but which …
Videos vs interactive how-to guides: which is best for you? Read More »
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 deliver maximum value for their …
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 Nickelled. The conversation often goes something like this: Nickelled: "So what do you think of …