Why you won’t find interactive guides in any 2015 CX trend predictions

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 …

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Do your users need an interactive guide? Use our decision matrix to find out

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 …

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Are interactive guides the next superstars of user experience design?

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 …

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Videos vs interactive how-to guides: which is best for you?

In the world of customer success there are only two real contenders for producing effective self-service resources: videos and interactive how-to guides. Both solutions allow you to educate your customers on how to extract the most value from your application: therefore reducing churn, increasing feature adoption and satisfying customers. Each has it's benefits but which …

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Guest Post: The Worrying Reality of Customer Service In The Digital Age

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 …

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