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Empower Support Staff and Users Alike

If your customer-facing employee training works well, your team is gaining not only product knowledge, but also your vertical’s best practices, and an understanding of the issues and goals of your various types of customers. If your company has this mastered, don’t create a separate onboarding experience for your users. What your users need to know is generally a subset, and it’s …

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3 Ways to Immediately Position Support for Success

1. Give them the backstory. Often, the reason behind a new product or feature never flows down to Support or other customer-facing teams. When they understand the internal motivation: the use cases that warrant a feature’s creation, the potential benefits to new or existing customers, or internal factors which necessitate a change, they are able to perform engaged support and provide …

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