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

Cloud-based content management system for virtual and augmented reality

Virtual Reality and 360 are coming and like any medium out there you will need to find a way to measure its performance. Analytics are important in every Industry. VR is not going to be an exception! There are more VR headsets being distributed – from high-end (HTC Vive, Rift), Medium (GearVR) and low-end (Google Cardboard, ViarBox). With the arrival of fun new content which is arriving steadily on all VR platforms, marketing agencies and creators themselves will need to find a way to measure and analyze customer behavior. Headset distribution is correlated with the amount of good content. Luckily, there are more and more ways to create VR content than ever before. You can use 360 spherical cameras for live footage or create your own

An interview with Gerard Compte about how they manage customer support team. 

For ten years, Gerard Compte worked as a salesperson. As described in his latest blog post one day, he was tasked with finding an email address for decision makers at Google and Microsoft. In his struggle to complete the task, Gerard saw an opportunity.  His first attempt at a lead generation business was peer to peer based. In short, he built a team of virtual assistants who would work to manually generate a list of leads for his clients. Unfortunately, the quality was not great and the business failed. But they kept working. Fast Forward to 2018, FindThatLead is one of the leading companies that gives you the power to connect with people that matter to you. It works by connecting

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