“Start with customer service and work back towards technology, not the other way around” -Steve Jobs It’s quite evident from this quote that having a flawless product doesn’t compensate for the need of customer service tools. No matter how well you design your product, customers will always have doubts. Whatever may...February 13, 2017Customer SupportContinue Reading
If there is one thing that I love about the SFDC Community, it’s their “willingness to give back“. If you’ve been to Dreamforce at least once, then you know that giving back is the beating heart behind all of it. The same aura resonates from all the amazing people in...February 10, 2017SalesforceContinue Reading
You might have built many well-functioning employee training programs. But, do you measure their effectiveness? Here’s an alarming statistic from the Learning Solutions magazine (one of the most trusted resources in employee training) that could make you question your current training approaches. “Nearly 90 percent of the knowledge you impart...February 3, 2017Employee TrainingContinue Reading
The thing about ServiceNow training is that – it has two prominent sides! There are Agents who must be trained to solve incidents, problems, and other requests in a jiffy. And there are Employees whose primary aim is to get their issues sorted out quickly via the platform. This means...January 30, 2017ServiceNowContinue Reading
User Onboarding is like learning to ride a bicycle. And User Onboarding tools are those parts of the bicycle, that keep it intact and helps you ride it smoothly! Wondering why I started this article with such an analogy? Well then, I’d recommend you to read my article on User...January 25, 2017User OnboardingContinue Reading
Truth be told, User Onboarding is a tricky business. You may think that you know how to build and execute an onboarding process seamlessly. You might also believe that you could hack the process to get buttloads of active users. But, ultimately, the truth is, a single misfire is enough...January 17, 2017User ExperienceContinue Reading
By 2020, customers will manage 85% of their relationship with enterprises without interacting with a human.” – This was one of the most surprising predictions in Gartner’s Customer 360 summit. These numbers are good enough to make any experienced customer support executive cringe!January 9, 2017Customer SupportContinue Reading
Google normally has answers for everything! But recently, when I searched for “Change Management Tools”, it turned up some resources that barely gave me the information that I needed.
The resources were great, it gave me the leeway to understand the processes and information required to decide on the tools. And due to the vastness and complexities of Change Management, I wasn’t surprised. Instead, that built my determination to find out the best change management tools. January 4, 2017Change ManagementContinue Reading
For the uninitiated, Whatfix Academy ranges from everything and anything about simplifying user experience. That being articles about user onboarding, UX strategies, user engagement, retention, customer success, and even how to’s and guides on web applications like top CRM’s, LMS, and others.December 29, 2016UncategorizedContinue Reading
To ease things for you, we have sorted some of the best support tools in the market into five broad categories. Each category can be distinctly looked upon as a way of providing support.December 23, 2016Customer SupportContinue Reading
What is it that drives a buyer to buy a web product and remain loyal over a long period of time? Is it the way the product looks? Or is it the way the product solves the problem?
(Give it a few breaths. Think it over!)
If you nodded your head for either of the questions, then I urge you to look deeper.December 21, 2016Interactive WalkthroughsContinue Reading
The age-old philosophy, Occam’s Razor states that all things being equal, the simplest and the most direct solution which can be derived with fewer steps, is usually the correct answer to any problem.
When it comes to user onboarding, this is a principle that takes a lot of precedence. December 14, 2016User OnboardingContinue Reading
You must already be familiar with the difficulties faced by technical writers. Let’s instead focus on an innovative solution that has the potential to sort out several of the common problems faced.December 12, 2016Technical WritingContinue Reading
As SuccessFactors is devoid of built in tutorials or demo videos, the training could get complicated. To help you make the most out of SuccessFactors, we have listed out the best practices that you as an HR manager can follow.November 15, 2016SuccessFactorsContinue Reading
Quite tangential to the way in which Google performs its search, there is an alternate perspective to searching supported by the concept of Information Foraging. This theory has caught the fascination of many researchers and empirical evidence is available to show how search results based on this theory, may provide better matches to user search queries. More on this promising concept discussed below.October 28, 2016Technical WritingContinue Reading