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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