Centercode

AUGUST 7, 2020

That means fewer show-stopping issues — and less damage control for your support team. Beef up your self-help documentation, support training, and videos with step-by-step processes and specific use cases from real-world customer testers. Setting up your self-help resources. What about the bugs you can’t fix?

User Testing 78

User Testing Product Research Reporting Tools Testing 78

Johanna Rothman

SEPTEMBER 28, 2018

The senior manager has P&L (Profit and Loss) responsibility for the entire product line, including Product Management (for this product line), Customer Support, Training, etc. Again, I am not saying this is the only way a product organization would look, but this is a possibility.

Weak Development Team 66

Weak Development Team Agile Support Training Finance 66

Gainsight

OCTOBER 31, 2018

Specifically, they are creating premium “Customer Success Plans” which often including premium support, training, professional services “points,” and advanced Customer Success. Many companies are trying to break the logjam of budgeting by self-funding CS out of their own pockets.

User Testing 61

User Testing Customer Experience Support Training Books 61

Mind the Product

NOVEMBER 30, 2017

If you choose an employee you are legally obliged to give them support, training and resources, and you should give them time to do their job. I would recommend you do the following: Choose a data protection officer. This can be an existing employee, or you can hire an external consultant.

Data Visualization 94

Data Visualization Technical Review Reporting Tools Technical Advisors 94

Intercom, Inc.

OCTOBER 10, 2018

Take this opportunity to really connect with your customers, and if you wouldn’t say the words in a “normal” spoken interaction, don’t say them in a support conversation. In our customer support training sessions to introduce new teammates to the Intercom customer support organization as a whole, we include a lesson on PREACH.

Framework 191

Framework Customer Experience Systems Review Support Training 191

Userpilot

SEPTEMBER 2, 2022

But before then, the features below are a must-have for any customer training software: Contextual in-app guidance. Multimedia content support. Training progress tracking and analytics. Supplemental live training options. Multi-language support and localization. On-demand, self-serve resource center.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Education 98

The Product Coalition

NOVEMBER 14, 2018

Services (customer support, training, etc.) Engineers (software engineers, quality assurance engineers, etc.) Marketing (product, social, brand, communications, etc.) Sales (pre-sales, sales, account management, etc.) Finance (pricing, revenue, etc.)

User Testing 60

User Testing Product Management Product Manager Finance 60

Amplitude

JANUARY 27, 2021

Support training and onboarding. Create and conduct more customized onboarding and training experiences. Observe them using your product, if relevant. Conduct persona interviews. Interview those who align with your target customer persona (non-customers) to better understand their needs.

User Testing 90

User Testing Customer Feedback Customer Experience Data Visualization 90

ProductPlan

AUGUST 1, 2019

Building out a robust and effective onboarding program is critical to fostering customer loyalty as it provides the right amount of education, support, and prompting to get new users engaged and realizing the full value proposition as quickly as possible.

Customer Experience 72

Customer Experience Onboarding KPIs Analytic Tools Data Visualization 72

Gainsight

AUGUST 24, 2020

What does a leader of Customer Success, Professional Services, Support, Training, etc. Just a week earlier, David Sakamoto , Vice President of Customer Success at GitLab, had a similar thought from the “post-sales” perspective: I’ve written about this quandary in the past. use as a title ? What’s In a Name?

Technical Review 64

Technical Review Customer Experience Software Review Support Training 64