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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 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 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 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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