Mironov Consulting

SEPTEMBER 22, 2020

Almost without fail, I find that the “maker” side of software companies (developers, designers, product folks, DevOps, tech writers…) and the “go-to-market” side of software companies (sales, marketing, support, customer success.) Support needs installation guides, training sessions, FAQs, bug reporting categories.

Technical Advisors 142

Technical Advisors User Testing Weak Development Team Customer Experience 142

Mironov Consulting

OCTOBER 19, 2022

 So we intentionally design a data pipeline API as part of our core product (with full market analysis, specs, testing, sample code, support, training…) and open that up to paying customers or third-party developers.  Then

Weak Development Team 129

Weak Development Team Software Review Systems Review Technical Review 129

ProductPlan

APRIL 5, 2022

In the support training, the subject matter can extend into technical details. Building up a knowledge base and FAQ helps the support team out, so they have a quick reference. Over time, the most common support issues will have corresponding responses. Answer common questions customers ask.

Product launches 59

Product launches Onboarding KPIs Feedback Software Research Software 59

ProductPlan

APRIL 5, 2022

In the support training, the subject matter can extend into technical details. Building up a knowledge base and FAQ helps the support team out, so they have a quick reference. Over time, the most common support issues will have corresponding responses. Answer common questions customers ask.

Product launches 52

Product launches Onboarding KPIs Feedback Software Research Software 52

Gainsight

OCTOBER 31, 2018

Specifically, they are creating premium “Customer Success Plans” which often including premium support, training, professional services “points,” and advanced Customer Success. Many companies are trying to break the logjam of budgeting by self-funding CS out of their own pockets.

User Testing 61

User Testing Customer Experience Support Training Product Research 61

Intercom, Inc.

OCTOBER 10, 2018

Furthermore, it captured what the support team at the time already knew about how they spoke to customers. No one was referring to it, because they had already internalized its most essential principles. We realized the biggest issue with our previous guidelines for tone was their inaccessibility. Practice your tone.

Framework 191

Framework Customer Experience Systems Review Support Training 191

Userpilot

SEPTEMBER 2, 2022

Customer education refers to the process of teaching customers how to use and find value from your product. But before then, the features below are a must-have for any customer training software: Contextual in-app guidance. Multimedia content support. Training progress tracking and analytics. What is customer education?

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Education 98