How Online Self-Service Speeds Time to Resolution

It’s no secret that online self-service results in faster answers. It’s also not unreasonable to expect that SaaS tech companies have a comprehensive, easy-to-use and high quality self-service offering. But what is it about self-service that delivers so much value over and above static or traditional knowledge base platforms? Here's how self-service tools get customers the answers they need whilst reducing time-to-resolution ...  

November 19, 2018

How to Grow Your Online Community at Lightning Speed

There are dozens of online community variations, and as the digital landscape grows and grows, the sheer array of online platforms that facilitate community building for brands, businesses and individuals keeps pace.

On a smaller scale, many social media platforms offer great engagement tools to kick off your community building efforts and help you grow your member numbers fastbut these growth benefits come at a cost. Building on borrowed ground is never a recommended long-term strategy. Do you really want to be held captive to another organizations’s goals, objectives and algorithm changes?

November 15, 2018

Does Your Knowledge Base Really Answer Your Customers' Questions?

Online knowledge bases are becoming more and more of a ‘hygiene factor’ for consumer tech brands. It’s almost unheard of to encounter a consumer tech brand in 2018 that doesn’t offer a comprehensive online knowledge base where customers can check out the best ways to use their gadgets and go for troubleshooting help.

October 11, 2018

Enrich Your Help Center With User-Generated Content

Sometimes B2B software users need product support beyond basic help documents. In this blog post, we discuss how incorporating user-generated content (UGC) can enrich your help center and boost customer satisfaction.

September 27, 2018

How Software Vendor Infoland Scales Customer Support With a Community

Recently Infoland launched their own customer community which serves as the central hub for interaction with customers, helping to scale customer service and support the company's growth ambitions. We interviewed Community Manager Hiewwaiy Kwok and CMO René de Jong about the process, goals and KPIs.

August 30, 2018

A Smarter Way for SaaS Companies to Reduce Customer Churn

For most SaaS companies, the biggest source of revenue comes from renewals and upsells after the initial sale. Since acquiring new customers is more expensive than keeping your current ones, reducing customer churn is crucial to growth and success.

June 20, 2018

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