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 …

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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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The Five Psychological Hacks That Will Transform Your Onboarding Experience

Often, we’re guilty of paying more attention to the ‘what’, when we should be focusing on the ‘why’. This week, we’re taking a look at five psychological tricks that the mind plays, and explaining how a great user onboarding flow takes advantage of each one. As always, if you have questions or comments, hit us …

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Black Friday Discounts For SaaS Were A Terrible Idea. Here’s Why.

Something shocked me about Black Friday this year. This time it wasn’t just the usual shock, in which ordinarily civilized citizens behave inexplicably to save a few dollars, leaving me to question the fundamentals of our society (although they did and it does). What shocked me this year was something I’ve never seen before — a …

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How We Won In Paid Search By Focusing On Landing Page Quality

This week I was talking to another business about the difficulties that they were having with Google AdWords. They had spent over $3000 in one two-month campaign and had received extraordinarily poor results. Their experiences got me thinking about our own efforts on paid search which have been pretty successful in a surprisingly short space …

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