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Employee Training

Create a Table of Contents in an Article

Jonathan DeVore - Sep 8, 2017 12:21:36 PM

Are some of your ScreenSteps articles kind of lengthy?

Topics: Customer Support- New Feature

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Should you restrict access to your product documentation?

Greg DeVore - May 29, 2015 9:50:00 AM

Reasons to Protect your Product Documentation

One of the primary questions we get when customers are setting up a new documentation site is "How do I protect my documentation?"

Topics: Customer Support

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2 Reasons Customers Aren't Using Your Self-Service

Jonathan DeVore - Nov 3, 2014 4:46:03 PM

I was ready to checkout of Lowe's.

On my way to the register, I noticed there were a few available machines at self-checkout, and considered skipping the line to scan everything myself.

But I didn't.

On this particular trip, I purchased a few odd items, and I wasn't sure I could successfully go through the self-checkout. So I walked on by and found somebody who could help me.

That's the first reason customers will opt to skip self-service: they're not sure they can solve their own problems using the tools you've given them. Your customers might think of their problems as being unique, and assume your self-service hasn't considered their situation.

Topics: Customer Support

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How our Support Processes Helped us Handle 60,000 New MacHeist Customers

jdevore - May 8, 2013 6:00:00 AM

Back in 2010, Greg wrote an article about his experience purchasing software from MacHeist, called "Build the Ark Before the Flood." 

His experience with developers who sold their software through MacHeist had not always been great - mainly because they clearly weren't prepared for the volume of support requests that were going to come their way.

A few weeks ago, we had the opportunity to be on the other side of the MacHeist fence - our app, Clarify, was featured as part of the MacHeist NanoBundle 3. It was our chance to really put to test the support processes we have established over the last couple of years.

Topics: ScreenSteps Software- Customer Support

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If You Don't Support Your Customers, You're Not Going to Have Any

jdevore - Apr 29, 2013 9:01:00 AM

I was looking at a recent bundle from StackSocial and was just about to purchase it so that I could get one product - but before I made the plunge, I wanted to read some reviews to see what others were saying.

Some reviews said that the program crashed all the time. Okay, that's a problem, but it's not a huge issue because bug fixes come out all of the time and that matter could quickly be resolved. But then I saw another review that sort of caught my attention - "Beware of any company that has this level of service (none)."

Oh my! Well, one review can be ignored, right? But then I saw another review - "You will never get any support." And then another... and another.

Well... that did it for me. I don't really have time to work with an application that doesn't have any support.

Topics: Customer Support

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What's the point of getting the best help-desk software if you don't track its effectiveness?

jdevore - Dec 18, 2012 12:03:00 PM

If you perform any type of customer service, your goal should be to help your customers be successful. Especially in today's Yelpified-social media saturated world where word of mouth marketing and customer loyalty can make or break you.

But how do you know that what you are doing is really helping your customers be successful? How can you tell that your best tools and help-desk software are really improving the overall quality of your customer service? 

Coming up with the right metrics, and then being able to effectively track those metrics, can be tricky. But you need to do it, otherwise you'll never be sure whether your investment in getting the best customer service tools is really paying off.

Topics: Guest Blog- Customer Support

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3 Tips for Keeping Your Documentation Up to Date

Greg DeVore - Jan 25, 2012 5:49:00 AM

As a user, nothing is more frustrating than reading instructions that are out of date. Help files that describe buttons, icons or features that simply don't exist anymore are one of the cruelest things any organization can inflict upon its users.

Unfortunately it is all too common. How often do your update your docs? What if you GPS was only updated as often as your documentation?

Topics: Software Documentation Tips- Customer Support- Documentation Managers

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Road maps and Roadblocks

Greg DeVore - Jan 5, 2012 7:59:00 AM

Without clear goals your software documentation is bound to fail. Recently we have started thinking of our documentation in two contexts:

  1. Documentation that provides a road map
  2. Documentation that removes roadblocks

Topics: Software Documentation Tips- Customer Support- Customer Success- Documentation Managers

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5 tips for offering online chat support without going crazy

Greg DeVore - Mar 16, 2011 4:00:00 AM

In our previous article we talked about how we and some of customers use ScreenSteps Live to scale our support services through online chat. In this post I wanted to give you a few tips on getting started with online support chat. Following these tips have made offering chat support to a customers a benefit instead of a burden to our business.

Getting Started

1. Prepare your documentation

If you have your help resources set up correctly then you don't need to be intimidated about getting started with online chat. Just make sure you have a list of urls that point to common questions your customers have. Have this list handy so that you can easily paste the urls into your support chats. If you are using ScreenSteps Live for your documentation then be sure to set up all of your support agents with the ScreenSteps Live Support Client. The Support Client will save your agents hours of time when responding to support chats.

2. Don't worry about always having it on

You don't need to feel like you always need to have the chat service on. If things get too busy or you need to step out it's not a big deal. All the chat services we have seen will let the user leave a message that will get emailed to you. Chat is a tool to help your customers and help your business. Don't become a slave to it. Also, be aware that many chat services will let you limit the maximum number of simultaneous chats an agent can run. If all agents are busy then new chat requests will just go to your dropbox where they can leave a message.

Topics: Customer Support

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Moving Beyond Customer Support: Focusing on Customer Success

Greg DeVore - Jan 5, 2011 2:55:00 AM
Over the last couple of weeks we have been thinking a lot about customer support vs. customer success. For the purposes of this article and several follow-up articles I plan on writing I am going to the define these two terms as follows:
  • Customer support: Helping your customers solve problems they encounter when using your product. This includes addressing bugs as well as providing information about how to accomplish specific tasks with your product.
  • Customer success: Helping your customers improve their business, their organization or their lives by using your product.

Customer support deals with small, focussed issues. Customer success deals with the macro application of your product to achieve larger goals. To create real evangelists of your product or service you need to have great systems in place for supporting your customers, but you also need to have systems in place to ensure their success with your product or services.

We are really good at customer support. We have great systems in place that help us address support issues quickly and consistently. But our results with ensuring customer success are more mixed. We have some customers who are fantastically successful with ScreenSteps and ScreenSteps Live and who evangelize it regularly while other are simply satisfied customers that are happy with the product.

To a small company like ours the value of a thrilled customer who shouts our name from the roof tops vs. a satisfied customer who occasionally uses ScreenSteps is huge. If we were to put a monetary value on those customers the difference would be literally thousands of dollars vs. a one time $40 or $80 purchase.

What is the main difference between these two types of customers? Our "satisfied" customers just use ScreenSteps to create documentation. They are using it to complete one of the tasks that need to get done in the course of running their business or organization. Our passionate users use ScreenSteps to *change* the way they run their business or organization. ScreenSteps and/or ScreenSteps Live don't just change their documentation. They change their business.

Topics: Customer Support- Customer Success- Entrepreneurship

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