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…
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Why Your Business Needs a Customer Service Disaster Recovery Plan
Day to day customer service is largely a matter of elegantly dealing with the unexpected. In nine out of ten cases, something has gone wrong where it shouldn’t…
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Can Slack replace email as a Support Channel?
In the few short years since its arrival on the scene, Slack has grown from being a niche tool of the technorati into an increasingly omnipresent team communication…
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Heroic Insider – October 2016
It’s October, we’re just two months away from the New Year. To help you deliver some incredible customer support for the remaining year, here’s your bundle of awesome reads for the month…
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Which Customer Support Desk Solution Is Right for Your Growing Business?
The number of customer support software available has mushroomed over the past few years, and it’s not always easy for small businesses to work out which one is best for…
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How to integrate a WordPress Knowledge Base with a Ticketing system
In this post we’ll go through how to integrate your knowledge base or FAQ on a WordPress site, such as our KnowAll theme package with a support ticketing system from HelpScout, Zendesk and others.
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Heroic Insider – September 2016
During each support interaction, you can give a little nudge to your customers — a reminder that their issue and its resolution is already discussed in your support content. Inside is a 1-min read that shows how to redirect customers to support content…
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8 Killer Knowledge Base Articles (and What You Can Learn from Them)
There are many types of knowledge base articles: informational, troubleshooting, how-tos, documentation, FAQs amongst others. From these, the how-to posts get discussed a lot. I think I know…
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Your Complete Guide to Analytics Options in KnowAll
In recent pieces here on the blog, we’ve gone deep on various considerations to bear in mind when creating a knowledge base – and we’ve also highlighted some excellent real…
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How to Prompt Users to Read Support Content (Before Reaching Out to You)
What is the ROI of your support content? To answer, try filling out this sentence: “My support content saves me ___ tickets each week. Thus saving me ___…
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Heroic Insider August 2016
Want to learn the support success secrets of the biggest names in the WordPress and digital products? We asked, they answered.
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Do your FAQs Just Have Made-Up Questions?
Picture this… You buy a shiny new to-do app and kickstart it. But there’s a problem… With each task you add, you also assign a deadline. But then…
