The Importance of SEO to Your External Help Center

Step into your customer’s shoes for a moment and imagine them going to Google and searching for your return policy, or basic product functionality, or some other support question. But organic...

Read More

Customer Support

5 Support Driven Exposition (SDX) Sessions We’re Excited About

Not a week goes by where I don’t recommend Support Driven to a support professional. With a passionate, diverse, and engaged Slack community of over 1,900 industry thought leaders and experts, there’s an endless amount of resources to make you or your company better at support. When you throw a few hundred of those individuals together in-person, you can’t help but walk away enlightened.

Read More

Knowledge Management, Customer Support

Why Knowledge Centered Support Matters and How it can Impact Your Key Support Metrics

How do you empower your support agents to find the knowledge they need to efficiently solve customer issues? How do you create a culture that puts knowledge sharing and collaboration at the forefront to benefit the entire team? These questions should be top of mind for support leaders, and are the key questions the Knowledge Centered Support (KCS) methodology addresses.

Read More

Customer Support

The Role of Messaging Apps in Your Support Stack

The rise of messaging apps is fundamentally changing the way your support team communicates internally as well as externally with customers. Slack is the fastest growing SaaS application in history and is quickly becoming the communication and notification hub of your team. Our own survey of over 80 support teams revealed that 82% of teams used Slack. Perhaps more surprising was that the average number of Slack bots installed per team was over five, indicating how entrenched and utilized the app is internally. Much like your ticketing solution, Slack is another destination that is sitting open for your support team all day.  But it’s not without its challenges that affect the productivity of your team.

Read More

Customer Support, Startup Advice

The Importance of an Internal Knowledge Base in All Hands Support

Customer support hasn’t always gotten the love it deserves. Traditionally, most SaaS businesses hire a team specifically dedicated to support, and these agents interact with customers on behalf of the company’s products and services. They both respond to customer complaints, and alert developers of potential bugs.

Read More

Customer Support, Sales Enablement

7 Slack Apps To Supercharge Your SaaS Sales & Customer Support Teams

Businesses are relying on Slack now more than ever.

Read More

Knowledge Management, Customer Support, Sales Enablement

Why Buying a SaaS Solution Only Solves Half of Your Problem

Today, businesses spend a significant amount of money on SaaS. We use SaaS solutions for nearly everything now: payment processing, CRMs, organization, communication, project management. I could go on.

Read More