Customer Success
Building a (Successful) Customer Success Stack
According to PwC, nearly 9 out of 10 of buyers will shell out more for a great customer experience. Yet keeping your customers happy as your company grows can be challenging. To prioritize the customer experience every step of the way, you must use tools that allow for scalability. Choose the right tools, and your …
4 Templates To Get Honest Product Feedback
One of the key factors in analyzing how great your product is is asking for honest feedback from your users. They’re the people who know its strengths and weaknesses first-hand. This is why, at Nickelled, we offer an in-app optional feedback survey feature for users to fill in at the end of their onboarding tours. …
How to Build Your First SaaS Customer Engagement Strategy
If you want to build a long-term SaaS customer engagement strategy, then you must embrace this reality: Customer engagement is the new marketing. Instead of channeling most of your resources into gaining new customers, focus on motivating existing ones. Effective customer engagement converts satisfied users into brand advocates. Think of it as word-of-mouth marketing, but in this 21st-century …
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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 the best way to say it. See, there are certain "magic words" that customers want …
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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 of sundried tomatoes? Who can you ask about whether there are any fresher flowers available? …
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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 who could bring knowledge, insight and …
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10 High-Value Knowledge Base Article Examples Every Business Should Have
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 all – which is a better customer experience …
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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 of business. You might be thinking: …
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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 like Promoter.io and Wootric. Increasingly, our clients are using tools like these to measure how satisfied their customers are …
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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 held. When we work with clients to help them with user onboarding, our first step …
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Why CEB’s ‘Stop delighting your customers’ makes sense for your business
There was an excellent talk by the Chris Herbert of CEB at the Art of Customer Satisfaction conference in London where Nickelled was exhibiting this week. The talk was looking at the impact of delighting your customer and the impact to loyalty (Will they keep using your service?). The results were counterintuitive and surprising. CEB looked at the customer service …
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Why Which? Magazine got it all wrong on 2015 call centre survey
The June 2015 edition of the venerable Which? magazine has a feature assessing call centre satisfaction ratings. For those not familiar with it, Which? magazine is something of an anomaly in the modern, sharing, online world. It is a subscription only magazine and online site. It takes no advertising allowing it to be completely unbiased …
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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 goal – which of course …
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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 …
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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 …
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 …
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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 …
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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 …
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Guest Post: The Worrying Reality of Customer Service In The Digital Age
Author: Steven Kemp – Steven is a customer service expert that's been in the industry the last 20+ years. He was Head of Service at Shutl and currently Director Claddach Services Limited. With the latest scandal involving the sharing of dodgy images online fresh in our minds I was reminded of the importance of getting things …
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