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4 Things Google Search Can Teach Us About Customer Success

Mon, 19 Feb 2018 12:00:30 PST

Google constantly updates its search engine algorithms to favor mobile-friendly webpages accessed through smartphones. It started a couple years ago, when Google pivoted toward mobile users, globally and across all languages. And for those of us who value customer success, there’s a lot we can learn from this relatively recent change. Although they don’t call […]

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4 Hidden Causes of High Agent Onboarding Time

Fri, 16 Feb 2018 18:10:15 PST

Customer support agents need to effectively address customer issues and they need to do it fast. It can be a high-pressure, metrics-driven environment, one characterized by high agent turnover. To get agents up to speed, most companies provide some type of onboarding program. Yet, inadequate onboarding can be a quiet contributor to turnover. Improving the […]

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5 Self-service Pitfalls That Increase Customer Effort

Thu, 15 Feb 2018 12:00:04 PST

Self-service for the sake of self-service just isn’t enough. There, I said it. Etch it in stone. Tell a friend. Because the truth is, your self-service experience probably isn’t as good as it could be. And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection. What follows […]

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The Value of Direct Engagement and Customer Focus with Marcus Ruebsam and Johann Wrede

Wed, 14 Feb 2018 12:00:35 PST

Never underestimate the value of your customer service experience. This was a key takeaway at The Customer Focus Effect, where MindTouch had the opportunity to sit down with leaders from Customer Support and Customer Success. Topics ranged from customer loyalty and scalable direct engagement to new approaches to lowering customer effort. Two guests in particular […]

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How End-user Behavior Reporting Can Help You Optimize Support Content

Tue, 13 Feb 2018 12:00:55 PST

There is plenty to say about how to properly write, structure, and organize knowledge base help content. Be concise and avoid jargon, they say. Use headers, screenshots, and contextual linking. Make it easy for users to find related content. All great advice. Yet, the ways our end-users actually interact with our help content hold useful […]

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Training Conference & Expo Explained by Temple Grandin and 7 Thought Leaders

Mon, 12 Feb 2018 22:35:07 PST

“I’ve been in the Training & Development field for 25+ years. This conference never disappoints. If you are new to the field or experienced, this conference will take your performance improvement initiatives to the next level. Don’t miss this opportunity to network and learn from the best.” — Julie Mahlstedt, Training Director, Athene (not featured […]

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MindTouch Recognized as a Top Rated Customer Experience Management Platform for 2018 by TrustRadius

Mon, 12 Feb 2018 13:53:51 PST

It’s high-five time here at MindTouch headquarters (and not just because the sun is shining in San Diego yet again). MindTouch was recently named a TrustRated Top Rated Customer Experience Management Platforms for 2018. Hooray! Specifically, we were recognized in the Small Businesses category, an esteemed group that we’re jazzed to be a part of. We […]

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Nominate Your TOP Customer Success Influencers

Fri, 09 Feb 2018 22:58:23 PST

This is our fifth consecutive year creating a list based on the TOP Customer Success Influencers and Strategists around the globe. If you want to know why there is value in creating an influencer list, read more about TOP 100 lists here. I can assure you, the value is worth the monumental effort that goes […]

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How Click Navigation Can Lower Customer Effort and Improve the Support Experience

Fri, 09 Feb 2018 16:55:47 PST

Think about the way you walk up a flight of stairs. It’s something you do at least a couple times a day, without thinking twice. Do you ever question that the next step is going to be there? Hardly ever. Even if it’s your first time on a particular staircase, you know that next step […]

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For Technical Writers, The Future Looks Bright

Thu, 08 Feb 2018 12:00:33 PST

It’s no secret that we’re partial to our friends in the knowledge base and support ecosystem. Technical writers, especially. The help content they create is, after all, central to a successful self-service support model. So naturally, our ears perk up when the Bureau of Labor Statistics releases its annual Occupational Outlook Handbook for Technical Writers. […]

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