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 …
SaaS Onboarding Metrics 101: Everything you need to know Read More »
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 …
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 »
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 …
The Five Psychological Hacks That Will Transform Your Onboarding Experience Read More »
Click. Copy. Paste. Click. Click. Ever get that feeling that providing great support is more keyboard power than it is brainpower? Anybody who deals with support requests on a daily basis will know that being able to manage tickets effortlessly is half of the battle. The stress of multiple requests, resolution time pressures, and a …
Announcing Guided Tours In Zendesk With Nickelled Read More »
We’re very excited to announce a huge update to Nickelled; so big that we’re even calling it Nickelled 2. Nickelled 2 is our biggest update ever. Why redesign? We launched the original Nickelled over 3 years ago, way back in 2014. Iterating quickly, revising and adding features inevitably results in a muddled user interface that …
Introducing Nickelled 2: our biggest update ever Read More »
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 …
Black Friday Discounts For SaaS Were A Terrible Idea. Here’s Why. Read More »
Here’s a question. Can too many customers ever be a bad thing? Two years ago our business ran into in trouble — but it wasn’t the kind of trouble we’d always expected when we founded a SaaS company. We weren’t running out of cash, struggling to hire, or dealing with a high churn rate. We …
