Heroic Insider – November 2017

By Disha Sharma

Support for integrations and use cases — these are two of the most common user queries every SaaS company gets.

When WP Simple Pay, a popular Stripe payment integration WordPress plugin, continued getting the same integration and use cases queries from their users (despite offering all the information in blog posts), they decided to resolve the situation once and for all. Read today’s feature story to find out how WP Simple Pay handles their most repetitive user questions.

Here goes…

From Our Blog

[Case Study] How WP Simple Pay Increased Article Success by 44%

Learn how WP Simple Pay uses KnowAll—our complete Knowledge Base solution—to reduce their support tickets for their most common user questions. Also, see how they use KnowAll’s inbuilt analytics to improve the quality of their support content. How does your knowledge base compare?

We’re proud KnowAll is working so well for WP Simple Pay. “It seems like the volume of initial customer support requests have been gradually going down since we’ve implemented KnowAll and have been consistently adding content.

In addition, we tend to have shorter replies as we simply use more and more links to articles on our docs site.” — Phil Derksen (WP Simple Pay Founder)

Check out KnowAll’s demo here.

Do You Have A Customer Service Philosophy? 4 Tips To Develop One

Did you know that Apple has an “APPLE” customer support philosophy? Read this quick post to find out how just like Apple, your company too needs a customer service philosophy – and how you can use it to shape your customer support practices and deliver a consistent support experience to all your customers.

Customer Feedback Surveys: Tools, Best Practices, Templates + More

Learn all that’s there to creating useful customer feedback surveys and gathering meaningful, actionable insights from your customers.

On Providing Customer Support and Developing Support Content

Tiers for fears: Is tiered support for you?

Here’s an old (but an evergreen) article on what tiered support is and how you can implement it in your business. In a tiered support system, when customers access support via your self-help content, they’re in the tier 0. Learn how the tiers grow as the customers escalate their issues, and how you can design an optimized tier support system that serves your customers the best.

Customer Service Glossary: Words and Phrases to Know

Documentation of customer support processes is an essential part of offering stellar support. And when it comes to documenting customer support processes, there’s no better resource than a glossary. Fortunately, you don’t have to write your customer service glossary from scratch, just swipe this handy resource from Groove, and you’ll be set.

From The Web

New Attacker Scanning for SSH Private Keys on Websites

SSH keys, when exposed, can make a website extremely hack-prone. Learn about the threats open SSH keys pose to a website and ensure if you haven’t accidentally made your private keys public (via Gravityscan).

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