For several years, Kayako was a small side project run by Varun and myself. We are bootstrapped and have built everything on our own –… Read More »Just Ask “Why?” – the Simple Trick to Manage Customer Feedback
Product and Service Remember the last time you researched about a product online before buying it? Were you only reading reviews about the product or were… Read More »Should Product and Service Be Rated Separately?
The Kayako Community Forum has been part of our support ecosystem since almost the beginning. Used by thousands of visitors daily, it’s where Kayako customers… Read More »How We Built a Community Forum of 50,000 Customers
What can a SaaS tech company learn from a government website? A lot, apparently. The UK Government Digital Service has won awards for their website’s ease of use.… Read More »How the UK Government Makes Self-Service Super Easy
Once upon a time, you needed to physically go stand in a line to get help. You’d take a Ticket and queue until the customer… Read More »It’s Time to Retire The “Ticket”
Do you know what your support process looks like to a customer? It’s pretty easy to see what it looks like on your side. Internally,… Read More »The 6 Step Guide to Mapping Your Support Journey
There are a lot of mixed messages in Customer Supportlandia these days. “We should be delighting our customers with pizzeria searches and long conversations.” “Social… Read More »The Road to Customer Retention Is Paved with Self-Service
You’ve implemented a successful Net Promoter Score survey, with a good response rate and a high NPS score. Congrats! Pop that number on your website,… Read More »NPS Analysis: What Your Net Promoter Score Isn’t Telling You
We can’t believe it’s been 10 years since Jeanne Bliss’ first book on the Chief Customer Officer (CCO) was released. Chief Customer Officer : Getting… Read More »Win Jeanne Bliss’s New Book: Chief Customer Officer 2.0
In What Goes into a Help Center Audit, we cover the eight basic steps of what to look for in your help center. In this… Read More »How to Do a Help Center Health Check
Every so often, a support scenario is so embarrassingly bad that it violates every tenet of the customer experience. The support journey I’m about to… Read More »The Anatomy of a Terrible Support Experience
Believe it or not, there is such a thing as too much help. Unfortunately, too much help often isn’t helpful at all. For example, take… Read More »5 Rules for Designing the Perfect FAQ Page – FAQ Page Design