Back in March of 2015, we wrote about how the way we work is changing. Most of us spend our entire day in our web browsers, with multiple tabs open for the various SaaS apps we use to do our jobs....
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 search results leading to your customer-facing help center are nowhere to be found. That’s a huge problem.
Considering buying an internal wiki? You’re not alone. Founders are constantly searching (and often struggling) to find the most suitable wiki for their company’s internal documentation. And, honestly, I completely understand why most leaders think an internal wiki would benefit their organization. Afterall, wikis are supposed to be a fairly quick way to collaborate and share company information in a centralized location. Heck, they’ve even been around for years, so they’ve got to be reliable by now! It only makes sense that we should all be searching for the most badass wiki for our teams, right? Well, unfortunately, it’s not as black and white as it may seem.
Sales enablement is such a cross-functional role that when evaluating sales enablement solutions there are often many stakeholders that want to get involved. One key stakeholder is the product marketing team, who wants to ensure the content they create (case studies, white papers, etc) is being used by the sales team. As a result, a way to measure the effectiveness of the content you send to prospects is often high on the list of requirements for your sales enablement solution. A whole category of solutions under the sales asset management umbrella are built to exclusively serve this purpose.
Today we are excited to announce our latest feature, Content Performance! As Guru continues to work with Sales teams of all sizes, we often hear the challenges their sales and marketing teams face around delivering and measuring content effectiveness with their customers. With the rise of Account Based Marketing, the partnership between sales and marketing is as critical as it ever has been. Organizations are getting smarter about understanding their customers, and developing content that speaks directly to the specific audiences across those customers. This content will vary by industry, by company size, by persona, by product, etc. creating a greater complexity for a salesperson to know which content to use, and when to use it. And even if they know what they want to send, quickly finding it and ensuring its accuracy remains a challenge.
In January, we were invited to present at a new sales ops online video series that launched with 30 video presentations from leading SaaS companies.
For the video series each presenter was asked to go into exactly how they made use of products in their technology stack today.
Perhaps the best way for us to learn about if a product is right for us is to see how our peers gets value.
This is an easy check against vendor BS that we’re all overloaded with these days. To support this type of peer learning we had our very own head of Product Marketing, Steve Mayernick present how Guru makes use of Guru, as well as other products like Outreach and Slack.
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.
Over the past few years, account based marketing (ABM) has become an increasingly popular strategy for B2B SaaS marketing and sales teams.
“What’s in your support stack?” If you ask a support leader this question there will be many obvious categories of products they might use: their ticketing solution, tools to build a customer-facing help center, shared inbox for social media support, messaging apps, and a variety of handy tools to help optimize an individual agent’s productivity and workflow. However, one crucial technology category is often overlooked: an internal, agent-facing knowledge base. This is where all of your key support team knowledge is stored: troubleshooting guides, product FAQ’s, how-to guides, and API details to name a few.
I know what you’re thinking: “My team already uses google docs, dropbox, and an internal wiki, isn’t that a sufficient agent-facing knowledge base?” While those tools give the illusion of an internal knowledge base, they aren’t quite the same thing. Simply put an agent-facing knowledge base must accomplish three things:
Live everywhere your team works
Be the single source of truth for your support team’s knowledge
Augment your existing support stack
The end result of this should be an increase in individual agent productivity and improvements in your team’s key performance metrics such as improved first call resolution rate, faster response time, and improved NPS and CSAT scores to name a few.
A few weeks ago, Guru traveled to Palm Springs, California, for Elevate Summit, a peer-to-peer customer support event put on by the folks at cosupport. Guru is quickly becoming a part of the support stack, running alongside ticketing systems as an internal, agent-facing knowledge base that allows reps to stay in their workflow. We surveyed over 50 support professionals - both in leadership positions and agents with the hopes of learning more about our support customers and their pain points.