How to Create a Training Manual
An in-depth look at how to create a training manual for employees, users or partners.
How to Make Software Training Videos
Recording and presenting a software training video can be an intimidating task, but with a little preparation and help from useful tools, you can find yourself teaching, editing, and presenting at a professional standard in no time at all.
Annual Recurring Revenue (ARR) – the SaaS Business Primer
Annual recurring revenue (ARR) is metric ONE for SaaS businesses. So what is it? We take a look at the rules of ARR, how to calculate, and how it relates to MRR.
Build A Software Training Curriculum In Minutes: Introducing Nickelled Academy
This week, we're thrilled to beta launch a feature that's been in the works for nearly a year. If you're using Nickelled – or any user onboarding software, really – you'll know that it's phenomenally powerful to use in-app launch tools to provide contextual help to users where they need it. But what about the …
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SaaS companies, we need to talk about SSL
SaaS companies need SSL for their white-labelled domains. We’ve designed an SSL solution to help.
SaaS Onboarding Metrics 101: Everything you need to know
Here at Nickelled, we spend a LOT of time talking to customers and potential customers about onboarding. A question we always ask up front is 'how will you measure success?'. And the number of SaaS companies who can't answer this simple question would blow you away. If you're thinking about a strategy to welcome, activate …
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These are exciting times.
This summer, we're rolling out some of the most exciting changes we've made to Nickelled in a few years. Alongside our spiffy new website (haven't seen it yet…? You should), these new services will form the basis of our growth through the rest of 2018 and into 2019. What are they, you ask? Well… Here …
Language Matters: Words That Make Angry Customers Love You
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 …
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Seven Easy Ways You Can Improve Help Desk Performance
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? …
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How to Write a Killer Customer Success Manager Job Description
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 …
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10 High-Value Knowledge Base Article Examples Every Business Should Have
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 …
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How startups can build a world-class customer support operation in seven days
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: …
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