Robots vs Zombies, vs Ninjas vs Pirates

Customer retention and loyalty is heavily dependent upon a company’s ability to empower their customers. Products are becoming more complex with each release cycle and, even with strong usability designs, customers require more information to become experts.

The challenge for businesses is figuring out how to capitalize on this need, lower the barriers to entry, and provide quality support services so that their customers can educate themselves in the shortest amount of time possible. Companies that focus on customer success enjoy [...]

forrester_icon

Customer retention and loyalty is heavily dependent upon a businesses’ ability empower their customers. Products are becoming more complex with each release cycle and, even with strong usability designs, customers require more information to become experts. The challenge for businesses is figuring out how to capitalize on this need, lower the barriers to entry, and provide quality support services so that their customers can educate themselves in the shortest amount of time possible. Companies that focus on customer success enjoy [...]

facets

About a month ago we introduced a new feature we call faceted search. Faceted search is more than just a fancy way to filter search results. It’s a quick and powerful way to sort results into categories that help users find the answers they need without drowning them in irrelevant information they don’t want.

We’ve been talking about faceted search for a long time so we’re thrilled to put this exciting technology into the hands of your customers for a better user [...]

rubber bands

As consumers, we’re an impatient bunch.

We expect instant gratification and have trouble waiting four seconds for an online shopping cart to load after we’ve decided to buy something. We’ve become accustomed to shopping online vs. schlepping to a free-standing geographically-located structure (that’s a “store” for you kids out there). We’d rather quickly click some buttons on a laptop instead of calling a help line and stumbling through a phone tree. We want to flip through online documentation while making purchasing decisions, [...]

Social help systems can benefit nearly every type of online business you can think of, but e-commerce is one area where it really shines. Lets take a look at five ways social help improves the customer experience and how some companies are using it to build brand loyalty with their users.

 

1. In-line help for complex forms. The Internal Revenue Service is famous for deluging hapless U.S. citizens with frightening help docs filled with algorithms, charts, and tables. It’s unlikely anyone [...]

Customer Success

There’s been quite a hue and cry this week over Adobe’s decision to shift Creative Suite to a subscription-only business model. Beginning in June, the company’s flagship boxed set of widely used tools like Illustrator and Photoshop will be moved to, and supported in, the cloud.

It’s a bold move, but not a shocking one, as more software vendors see the benefit of pushing their business to the cloud. It’s certainly more cost-effective than shipping CDs and vying for product placement [...]

cover_ears

Imagine a company that actively discouraged its customers from buying or using its products. Imagine it quick, because a company like that won’t be in business for long. Sadly, some companies spend tons of money and hundreds of hours creating all kinds of marketing and customer service strategies only to shoot themselves in the foot by subtly driving users away with poor product documentation.

Take a tour of your website, wiki, and in-house forums to see if you’re inadvertently sending customers any [...]

8_ball-2

Back in the day, building customer relationships was simply a matter of creating an outstanding product or service then backing it up with some good user documentation. Today’s customers expect more — far more — from us. They want contextual, fresh, and relevant information so great engagement means you need to be part mind-reader, part sherpa, and part concierge. You can be all these things when you provide authoritative content to your customers.

What’s all this voodoo about authoritative content? Isn’t [...]

revolutionary product helpA

Let’s assume that product documentation and support is a major pain point at your company (for most, it is). The first step is to fix it by looking at it from the outside-in. In other words, what would you do differently if you really measured the usefulness and accessibility of your documentation from your customers’ perspective? For example, why can’t they search your documentation for the answers they need? Why can’t they easily let you know whether or not they [...]

Oracle President Mark Hurd

The ideas around customer experience have been around a long time – but the pace of innovation in the CX space has greatly accelerated over the last few years due to rising consumer expectations and fueled by the explosive adoption of social media.

A few weeks ago, Oracle made some major waves around its new Customer Experience Suite.  In our view, Oracle maybe at the forefront of redefining customer experience and what it will mean in the future. [...]