Put your AnswerHub skills to test in our latest blog series of AnswerHub Expert Tips. Whether you’ve been using AnswerHub for days or years, there are probably a few tricks we can teach you. We’ll show you some tips and tutorials to help you use AnswerHub to the fullest, one week at a time.
Good news! Your boss has given you the green light to create a knowledge-driven support community. However, he wants to wait to launch until the new year. That’s three months from now and, for both your support team and customers, there is nothing more frustrating than being stuck in wait mode. How can you make the case to your boss that you need access to the software now? How can you emphasize the cost of waiting?
In today’s digitally-driven world, customer service is a company’s most critical competitive advantage. It’s also an easy way to positively differentiate your company as the customer service bar is set very low.
There’s always going to be more to do than what you can achieve in a work week. But do you ever look back and wonder where the time went and how you only checked off a few things on your to-do list?
Chances are that you’ve seen Mythbusters, or at least heard of it. A panel of experts takes rumors, myths and even movie stunts to test the validity of possible truths. Often times, they debunk what people believe to be common knowledge. For example, you may have heard that humans only use 10% of their brains, but they were able to conclude that we use at least 35%.
We all know the proverb, “All work and no play makes Jack a dull boy.” In 2016, that’s no longer the case. Less than one-third of U.S. workers are engaged at work. Instead of coming to the office bursting with energy, many arrive dreading countless emails and afternoons packed with meetings. How do organizations reengage employees and increase productivity at work? Gamification may be the answer.
For progressive companies, customer support is now a critical element of an integrated marketing plan. When a customer has an amazing experience, he or she shares it. More and more people are turning to Twitter, Facebook, Yelp, and other online channels to share their positive experiences with the world – including those with whom you hope to do business with in the future. However, this willingness to share also serves as a cautionary tale for today’s businesses. The only thing more powerful than a glowing customer review is a negative one – and the evidence can’t be ignored:
We’ve all been there, it’s our first day at a new company and we are struggling to figure out procedures, who to ask for what, why our email isn’t working, even where the coffee machine is. At first it’s scary, even frustrating at times. You learn through observation and asking questions. But, as time progresses, we eventually learn our way and grow. Who knows - in the future, we may even become a mentor to a new hire.
DZone Software's recent webinar, 4 Ways to Make Your Community a Total Flop, discussed the top mistakes to avoid when launching and managing an online community. Panelists included Sara Jane Kauffman, Director of Customer Care at DZone Software, Dale Lutz, Co-CEO and VP of Development at Safe Software, and Sylwia Ganiec, Senior Knowledge Consultant at SAP Hybris.
It should go without saying that knowledge is at the heart of every organization. It’s what differentiates your products, drives departmental interaction, and keeps your business thriving. But knowledge can also be a bottleneck when not utilized to its fullest potential.