Every once in a while it feels good to remind yourself why you got into the business in the first place. Building up a new company is fun and challenging and engrossing in equal measure. It can be so engrossing at times that you can lose sight of the original goal – which of course …
How Kayako’s #custserv stories reminded me why I started Nickelled. Read More »
The web app your customers are using today is not the product they will be using in six months time. Product teams are accustomed to rapid product development: deploying several times a day, constantly pushing out improvements. Likewise consumers are familiar with rapidly changing software and often expect it. But in this world of rapid …
Are you still sending email to educate users after major product updates? Read More »
Every so often when a potential customer is evaluating Nickelled, someone on their team loudly objects to the idea of layering a Nickelled guide on top of their UI. "If you need a guide, then the design team failed at its job to build an effective customer journey," they'll say. Maybe they have a little …
We sat down with Luke Todd who’s head of customer operations at Gumtree (http://www.gumtree.com) in the UK, to get a look at where he thinks customer service is heading in the future and the Gumtree approach to leveraging technology to help meet the needs of Gumtree’s growing customer base. Gumtree has been a customer of …
The efficiencies that the web provides in allowing businesses to deliver services and sell products to the world has clearly transformed the world’s economy. From insurance to groceries and everything in between most of us go to the web first in order to make or at least get a price for our purchases. As businesses …
How to use Google Analytics to track customer satisfaction Read More »
This week we decided to add a knowledge base for our users and spent a considerable amount of time assessing the leading vendors that are focused on growing new businesses like our own. We thought it might be useful to share our process in the hope that it might save some similar companies a bit …
How we chose a knowledge base product for our start up Read More »
It’s now February 3rd and the the season of prediction in Customer Experience and User Experience is at an end. Presumably it is time to start implementing on all this futurethink and seeing the landscape transform with stunning customer experiences delivered at light speed. Absent in these predictions is anyone expressly mentioning interactive guides as part of …
Why you won’t find interactive guides in any 2015 CX trend predictions Read More »
The most common question we get asked in at Nickelled Towers is ‘how do I know if an interactive guide is right for my users’? And it is a good question and a multi-layered one that we will look at in a number of ways. Today we‘ve created a Decision Matrix focused on the complexity of the …
Do your users need an interactive guide? Use our decision matrix to find out Read More »
The worlds of user experience (UX), customer experience (CX), service design, even growth-hacking are littered with philosophies and sophistries on how to gain incremental, small percentage gains in user conversion and/or retention. Millions of dollars and hours are spent engaging and re-engaging experience architects to make features and products discoverable. Millions more are lost on …
Are interactive guides the next superstars of user experience design? Read More »
Author: Steven Kemp – Steven is a customer service expert that's been in the industry the last 20+ years. He was Head of Service at Shutl and currently Director Claddach Services Limited. With the latest scandal involving the sharing of dodgy images online fresh in our minds I was reminded of the importance of getting things …
Guest Post: The Worrying Reality of Customer Service In The Digital Age Read More »
