• Can Onboarding Be Used to Slash Your Support Queues?

    Though the initial rush to market for most firms is all about getting products and services out the door, long-term success ends up being all about nailing down every aspect of actual user experience. It’s not enough simply to ship, you also need to take care of business past the sale. The right type of onboarding […]

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  • 4 Reasons You Should Start Conducting In-Depth Customer Interviews Today

    As providers of cutting edge knowledge base solutions, our focus here on the blog is naturally based around incoming customer activity. We go above and beyond to make sure you’re able to reduce support tickets, and elegantly handle the stream of requests that come your way every day. However, there’s also an enormous amount to be said for […]

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  • How Much Video Should Really Be in Your Knowledge Base?

    Thanks to tools such as our own Heroic Knowledge Base plugin, putting together the perfect knowledge base is an increasingly straightforward affair on the technical side of things. That being said, you’ll still need to put in some serious mental effort planning your structure, and considering what types of content to present to your users. […]

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  • The 4 Support Strategies That Make Premium Theme Authors Stand Out

    As WordPress continues its march towards 50% of the market, the competition among both premium plugin and theme developers is hotting up. With more and more money at stake, it’s becoming ever harder for developers to truly make their products stand out. As consumers become both choosier and better informed, customer support is increasingly emerging […]

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  • The 5 Key Support Basics Plugin Authors Have to Get Right

    As a plugin developer, you’re naturally going to be spending a huge amount of time fine-tuning the functionality of your product, and making sure it’s hitting it out of the park for your target customers. However, in an ever more crowded and demanding commercial plugin market, consumers are increasingly making judgements based on the level of […]

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  • Is It Time to Hire a Hero to Evangelize Your Product?

    Each stage of a company’s growth cycle brings its own unique set of challenges and opportunities with it, particularly when it comes to hiring. Though the early days of getting a product out the door are all about mucking in across the board, as you start to achieve real lift-off a number of specific key […]

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  • The 4 Key People In Your Company Who Need to Talk to Customer Support (And Why)

    In many businesses, both large and small, individual departments tend to build moats around themselves over time. Whether your company is a couple of hundred people strong or a tiny team of three, it’s in everyone’s interests for there to be open channels of communication between areas of expertise. This is particularly crucial when it […]

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  • Is Outsourcing Support a Smart Move or a Road to Ruin?

    Whether you consider it a necessary evil or an integral part of your overall offering, there’s one thing that can be said with certainty about handling customer support: it’s far from cheap. Sooner or later, you’ll be extremely tempted to start looking at outsourcing options rather than taking the hit in-house. The idea of magically […]

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  • 5 Great Gifts You Can Use to Sweeten the Customer Support Pill

    Job number one when it comes to customer support is doing everything in your power to solve the issue at hand as quickly and smoothly as possible. Once the problem is safely in the past, however, there’s often plenty for room for going the extra mile with your customers to turn potential disaster into a […]

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  • The 4 Types of Nightmare Customers Your Support Staff Needs to Know About

    Anyone who’s spent a significant amount of time working in customer support knows that certain personality types tend to repeatedly pop up – and they’re not always pleasant ones to deal with! When you’re dealing with people at scale, you soon become attuned to particularly difficult customer archetypes that you’ll encounter time and time again. You […]

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