Support Hero Interview with CEO of HarmonyPSA, Steve Duckworth

This time we had a great opportunity to speak with Steve Duckworth a founder and CEO of Harmony Business Systems . He’s always interested in listening to and acting on user feedback. Hearing people tell him they don’t know how they managed before buying Harmony is the best motivation imaginable. To start off, for those who don’t know Harmony PSA, what do you do exactly? We develop, market and support a cloud business solution for professional services businesses called Harmony PSA. Why did you choose to take “the hard way” of bootstrapping instead of raising money for your company? It is very tough to get early-stage investment for business software as it’s not a high growth model. So, we developed it ourselves with money we

Dream Support – Advanced customer support outsourcing and consulting platform

Dream Support is a customer service outsourcing and consulting company which combines leading practices in hiring, training, management, and QA to build a strong remote support team. We spoke with Nikita Matveev, co-founder at DreamSupport.io. The story started with the AI project, Iris – a chatbot designed to help e-commerce business sell and support through Facebook messenger. Having tested Iris, they found out that sufficient data for an AI to learn can only be driven by great human service. Dream Support, an outsourcing company, was founded to research exceptional customer service. Their beloved clients and their heartfelt in-house support have built the culture that our remote teams proudly inherit. Staying at frontlines with customers, they accumulate unique experience they share

What are the differences between Support Hero’s and Intercom’s knowledge base?

Intercom has recently released a new knowledge base product and you may be wondering what are the key differences between the native Intercom’s knowledge base and Support Hero’s. Here’s a summary of the key differentiators: Intercom knowledge base is outside your app, users need to exit the app to look for a response to their question. Support Hero is embedded within your app and is accessible without leaving the context they’re currently working on. That means less friction, better user experience, and more deflected tickets. Making sure your knowledge base is easy to find and browse is not a meaningless detail. For example, try to find Intercom’s own knowledge base inside of their own product. Pretty challenging! Using Support Hero makes this

Six Steps to Building a Knowledge Base

Let’s start with the basics. A knowledge base is a library of data that is used on a self-service basis to answer questions. The information contained within the knowledge base is typically produced by the organization that it supports in order to answer specific user questions about the products and/or services they offer. When set up properly, a knowledge base provides clients with easy access to accurate answers for their questions, allowing organizations to greatly reduce the number of support tickets they deal with on a daily basis and lower overall customer support costs. Implementing a knowledge base is one of the easiest (and cheapest) ways to keep clients happy!   I Definitely Need This for My Business. How Do

How should you understand the key statistics

Support Hero offers a lot of helpful statistics, but the most actionable is definitely the “failed searches” one. Support Hero statistics show you the number of failed searches – searches performed by users who did not find their answer in the results, but more importantly, it also shows you the number of deflected tickets. The number of deflected tickets is the number of searches that lead to results users have clicked on and read, and for which, when asked if they have found the answer to their question, they didn’t click “no” or sent a ticket. In a nutshell, a deflected ticket is a search for which results were displayed, content was read and no ticket was sent. You can assume

Interview with SaaS consultant and a marketer, Aaron Krall

Aaron specializes in turning expired trial users into paying users through ongoing email nurturing. He’s a non-competitive short distance swimmer. He makes dreams come true from his shed-turned-office (Shoffice) in Salt Lake City, UT. with his wonderful wife and two dogs. You can find more about him here: aaronkrall.io Let’s start with a generic one how do you get your first customers to trust you?  My first customers trusted me because I’d already but somewhat of a relationship through the Facebook Group that I started. For new clients, the best way I found to get them to trust me is by coming into the conversation without any expectations. I tell clients: If I can’t help you, I’ll let you know right

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