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May 02 2016

Matthew Guay - How To Offer More Personal Customer Support Through Effective Automation

Robots are great for cleaning the floor and are perfect for exploring the moon. They’re just not that great at customer support. The last thing your customers want is another “We received your messa

Customer Experience , automation , Customer Service , Business

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Jan 16 2015

Brian Casel - Lessons Learned Building A Productized Service

It’s been three years since I launched my productized service. And, boy, did I do a lot of things wrong! But I’m glad I did. If it weren’t for the many mistakes I’ve learned from and lessons I’ve a

Inspiration , Product Strategy , Customer Service , Business

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Jan 16 2015

Paul Boag - All You Need To Know About Customer Journey Mapping

“Stories have defined our world. They have been with us since the dawn of communication, from cave walls to the tall tales recounted around fires. They have continued to evolve, with their purpose r

User Research , Clients , ux , Customer Service , Business

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Jun 30 2016

Thomas Maier - Lessons Learned From WordPress Plugin Support

A year and a half ago I released my first premium WordPress plugin, Advanced Ads. It’s true that once the plugin was out, my most important task was support. Support is a crucial element that determ

wordpress , plugins , Customer Service

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Dec 08 2011

Eran Galperin - So You Want To Build A Software Product

If you like the idea of being your own boss (I certainly do), chances are you get the itch sometimes to create your own product — a product whose direction you control, that you do not have to compr

Software , coding , Customer Service , Business

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Jan 25 2012

Jeremy Girard - How To Deliver Exceptional Client Service

We often hear companies, including Web agencies, boast about how they provide exceptional client service. But how do they define exceptional? Consider this scenario. You are hired to design and dev

Clients , Communication , Customer Service , Business

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Oct 10 2011

Rachel Andrew - Supporting Your Product: How To Provide Technical Support

Users will always need support. You could have a bulletproof product and the most excellent tutorials and documentation, and someone will find a way to break it or just not read the information star

Clients , Customer Service , Business

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Aug 17 2010

Kate Davies - Recession Survival Tips For Online Businesses

In a recession, companies go one of two ways: either they become the cautious cat, adopting a wait-and-see attitude, spending carefully on their marketing and less overall, cutting back, or they bec

Marketing , Clients , Customer Service , Income , Business

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