Customer Success

If you want to build a long-term SaaS customer engagement strategy, then you must embrace this reality: Customer engagement is the new marketing. Instead of channeling most of your resources into gaining new customers, focus on motivating existing ones.  Effective customer engagement converts satisfied users into brand advocates. Think of it as word-of-mouth marketing, but in this 21st-century …

How to Build Your First SaaS Customer Engagement Strategy Read More »

Did your grandmother ever tell you that words are as important as actions? Mine did. And as usual, she was right – especially in the world of customer service. Providing outstanding customer care means knowing exactly what to say and the best way to say it. See, there are certain "magic words" that customers want …

Language Matters: Words That Make Angry Customers Love You Read More »

Imagine walking into a massive, empty supermarket. The rows are endless, the shelves are stacked high with products. There’s no-one else there. Heaven right? Finally, you can do your shopping in peace! But wait… How do you find that elusive jar of sundried tomatoes? Who can you ask about whether there are any fresher flowers available? …

Seven Easy Ways You Can Improve Help Desk Performance Read More »

Two months ago, the Nickelled leadership team sat down at our quarterly offsite in sunny Fuerteventura and made a big decision.  With the business growing fast, we needed to add someone new to our team who could look after new clients. We’d been muddling along, but needed someone awesome who could bring knowledge, insight and …

How to Write a Killer Customer Success Manager Job Description Read More »

Knowledge bases are an insanely efficient way to deal with customer questions. Here’s a fact: 91% of respondents would use a knowledge base if it were tailored to their needs. For most businesses, that means that 9 out of 10 customers need never contact a real-life support desk at all – which is a better customer experience …

10 High-Value Knowledge Base Article Examples Every Business Should Have Read More »

If you’re a scrappy startup just beginning to scale, support is probably an afterthought. Don’t feel bad. We get it – everything seems more important, and it’s easy to pass off mounting support requests as a sign that the product needs to be improved, rather than a CRITICAL part of business. You might be thinking: …

How startups can build a world-class customer support operation in seven days Read More »

NPS is hot. If you haven't been asked to rate your favorite SaaS businesses recently, chances are you will be before too long — we've been asked about ten times in the past week, courtesy of NPS measurement startups like Promoter.io and Wootric. Increasingly, our clients are using tools like these to measure how satisfied their customers are …

Why Your Startup Shouldn’t Care About NPS Benchmarks Read More »

For any modern SaaS business, analytics play a critical part in the day-to-day operations of the company. With few offline operations, every decision – across strategy, sales, marketing and product – will likely be informed by the analytics data being held. When we work with clients to help them with user onboarding, our first step …

How We Built Our Analytics Stack For Customer Success Read More »

There was an excellent talk by the Chris Herbert of CEB at the Art of Customer Satisfaction conference in London where Nickelled was exhibiting this week. The talk was looking at the impact of delighting your customer and the impact to loyalty (Will they keep using your service?). The results were counterintuitive and surprising. CEB looked at the customer service …

Why CEB’s ‘Stop delighting your customers’ makes sense for your business Read More »