Knowledge base is one of the many touch points your team is going to have with customers. It is one of those self-service tools you can offer to customers & help them find answers on their own. A recent survey by Zendesk shows importance of a bespoke and useful knowledge base. Up to 91% of customers interviewed[…]
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Communication
When you are a small team, bringing your ideas to life – you will have emphatic focus on the development part. And more often than not, documentation will be an afterthought. That, is the nature of most software development teams. But as your software product gets off the ground, you feel the need to be[…]
For software businesses, a public product roadmap is one of the best ways to bring different stakeholders on the same page. It encourages transparency, interaction and builds trust with the customers. Having a public roadmap can also help drive sales. In a recent study, up to 84% of IT purchasers indicated they need to trust a[…]
Release notes are an essential part of software development. Whether your release is a bug fix or a major new version, inform the customers about what has changed. They expect clear details that tell them how to use new features and which bugs are (or are not) resolved. So, how do you write good release[…]
Technology & software products continue to improve relentlessly. Inevitably demand for well-written technical documentation will continue to increase. Technical documentation bridges the gap between developers of a product and the end users. This writing involves taking complex information and breaking it down into a clear and easy to digest document.These technical pieces can come in[…]
75 Support Phrases for a Delightful Customer Experience
Communication, Customer Support Nov 20, 2019
When it comes to solving customer issues, empathy and understanding can make or break an interaction. By the time a customer reaches out for help, they may have been struggling with an issue for hours, days, or even weeks. So it’s important to meet their frustration with a calm, can-do attitude, and be ready to[…]
Support teams carry a heavy load every day. They must provide information and help to customers who reach out with questions about the company’s products and services. All this, while helping with genuine issues as they arise. If there is unbearable support work coming through, usual reaction of the management is to try & hire[…]
Providing delightful customer support isn’t easy. Support teams spend a lot of time answering the same questions again & again. It’s tiring. Giving customers a self-service option for these questions frees up support representatives’ time. That way, customers get quicker answers. And the support people have more time to help with the tougher problems. That’s[…]
Announcing New Features To Increase Customer Adoption
Communication, Product Roadmap, Release Notes Nov 01, 2019
For software companies, essence of introducing new features is to get customer adoption. Just developing the app or website doesn’t mean users will come. People have to know what’s new in your product, and they need a reason to care. Thus how you present & market features is as important as the features themselves. How[…]
All software development teams use release notes. Whether they know it or not, is a different question altogether. For example, development team makes some changes to the application and hands it over to QA. Do they inform the QA team, what has changed? what needs testing? what are the known issues? Now extend the same[…]