Jarratt Isted

Live Chat & Bots: Where Do They Fit In When Interacting With Customers?

Jarratt Isted on

Customer support has always been a bit of a necessary evil for companies. Nobody wants to spend money on support, but without support would you have any customers? I doubt it. With the rise of live chat, it's even harder for support reps to deliver good responses, in good time. With email it's acceptable to reply within a day or so. With live chat, that's not ok. You'll need to reply within the hour to impress. With the rising interest in machine learning and artificial intelligence, live chat software companies are asking—how can we use this tech to drop...

Jake Peters

Why We’re Rejecting Freemium and Building a Sustainable Business Instead

Jake Peters on

Startup pricing’s a touchy subject. Nobody’s quite sure how to do it best. And at the end of the day it’s very dependent on your exact situation. But the general consensus is to just double your prices. Marc Andreessen answered questions from Atlas startups: https://t.co/K4PbNSo9vv My favorite bit of advice was regarding SaaS pricing. pic.twitter.com/Ae6e4GCYH7— Patrick McKenzie (@patio11) July 13, 2017 Recently we did (almost) just that, and released a couple new plans with slightly different features, and a little higher pricing. Our metrics all improved: higher ARPU, less support/...

Jarratt Isted

6 Customer Support Experts Weigh In on How to Stop Your Help Center from Going Stale

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If you're a startup, keeping up with product updates is exhausting. You're likely pushing new code each week, which means your product is changing every week. Keeping a knowledge base updated is pretty much a marathon with the finishing line moving away from you every step. Your job's never done. But enough of making it sound dire. There are things you and your company can do to make it easier. If you've already invested in a knowledge base, you obviously know the benefits. No more answering the same questions, lower support costs, etc. But these benefits can quickly come crashing...

Jarratt Isted

5 Top-Notch Image Annotation Tools for Your Knowledge Base Articles

Jarratt Isted on

People come to your knowledge base to solve problems. They don't hang around to get their daily reading fix. Well, at least I don't think they do. If you can solve a customer's problem quicker, you're gonna save yourself a boatload of money on customer support costs and the customer's gonna be pretty happy not to waste their time contacting you too. Whilst the whole 'we have shorter attention spans now because of the internet' might be a complete fad, you can't argue we're an impatient bunch when it comes to getting stuff done. If something's not working the way...