Centercode

AUGUST 7, 2020

For QA managers, coverage is the name of the game. That means fewer show-stopping issues — and less damage control for your support team. Beef up your self-help documentation, support training, and videos with step-by-step processes and specific use cases from real-world customer testers. QA Managers.

User Testing 78

User Testing Product Research Reporting Tools Testing 78

Userpilot

OCTOBER 26, 2023

These can be challenging to quantify in monetary terms and include improvements in internal business processes leading to increased productivity or improved customer service , to name just a couple. Why is it important to calculate the ROI of a software system?

Analytic Tools 105

Analytic Tools Feedback Software Research Software Onboarding KPIs 105

Gainsight

OCTOBER 31, 2018

In The Book of Why , the author, Pearl, talks about the near-impossibility of the “counterfactual”—namely, analyzing what would have happened in the alternate decision path. “Sure those accounts did well, but were they going to do well anyway?”. Sure adoption went up, but wouldn’t that happen naturally?”.

User Testing 61

User Testing Customer Experience Product Research Support Training 61

Userpilot

JUNE 23, 2024

It is important to note that, contrary to its name, customer service problem-solving is not just about fixing customer complaints. Main Reasons : Varying levels of support training. Different support team structures. Solution : Start by providing consistent training and resources to service reps across all platforms.

Customer Experience 52

Customer Experience User Testing Feedback Software Customer Feedback 52

Mironov Consulting

SEPTEMBER 22, 2020

Have we named things correctly? That includes fully tested software, documentation, pricing/packaging, part numbers, marketing assets, targeted lead gen, competitive intelligence, support training, problem escalation, partner/channel materials, etc. Goal: See if sample users can complete a task. What inputs are we missing?

Technical Advisors 142

Technical Advisors User Testing Weak Development Team Customer Experience 142

Gainsight

AUGUST 24, 2020

What does a leader of Customer Success, Professional Services, Support, Training, etc. What’s In a Name? Just a week earlier, David Sakamoto , Vice President of Customer Success at GitLab, had a similar thought from the “post-sales” perspective: I’ve written about this quandary in the past. use as a title ?

Technical Review 64

Technical Review Customer Experience Software Review Support Training 64