Category: Service

This might be a strange personality quirk, but I love systems and processes — especially when they’re stored in a well-organized internal knowledge base. I’ve created training documents, where there were previously none, for my replacement when I was leaving several jobs. You can imagine how excited I was to join a company like HubSpot,…

Demographic questions might seem personal, but they’re essential if you want to truly understand your customers. Asking about things like age, location, gender, ethnicity, or job status helps you segment your audience and tailor your message to what matters most. Gathering this information is a little tricky. I’m not lining up to tell brands my…

Demographic questions might seem personal, but they’re essential if you want to truly understand your customers. Asking about things like age, location, gender, ethnicity, or job status helps you segment your audience and tailor your message to what matters most. Gathering this information is a little tricky. I’m not lining up to tell brands my…

I distinctly recall one quarter at Skybound Entertainment. We’d hit a sweet spot — successful Kickstarters, ecommerce campaigns, and new game releases meant rapid growth. Fantastic, right? Except our support channels were utterly swamped with a sizable surge in tickets practically overnight. We had a knowledge base full of FAQs and troubleshooting guides for our…

I distinctly recall one quarter at Skybound Entertainment. We’d hit a sweet spot — successful Kickstarters, ecommerce campaigns, and new game releases meant rapid growth. Fantastic, right? Except our support channels were utterly swamped with a sizable surge in tickets practically overnight. We had a knowledge base full of FAQs and troubleshooting guides for our…

I recently started a new job, and my company uses a few SaaS tools that are new to me. This means that not only did I need to learn the ins and outs of my new company and our product, but I also needed to get up to speed on new tools that my teams…

I recently started a new job, and my company uses a few SaaS tools that are new to me. This means that not only did I need to learn the ins and outs of my new company and our product, but I also needed to get up to speed on new tools that my teams…

If I need help with a new product or service, you can bet that I’m going to try to find the answer on my own if it means I can avoid reaching out to customer support. I initially thought this may just be my millennial nature, but it turns out that I’m part of the…

I’ll be the first to admit that I wish survey data could sort and analyze itself. Unfortunately, it does not (yet?). So, you’ll need a dedicated survey analysis data team to sift through survey results and highlight key trends and behaviors for your marketing, sales, and customer service teams. In this post, I’ll break down…

I’ll be the first to admit that I wish survey data could sort and analyze itself. Unfortunately, it does not (yet?). So, you’ll need a dedicated survey analysis data team to sift through survey results and highlight key trends and behaviors for your marketing, sales, and customer service teams. In this post, I’ll break down…