Taking a journalistic approach to brand storytelling and integrated marketing content. Otherwise curating an online journal documenting our journeys on public transit in San Francisco.
[editing sample] After more than three years answering customer queries as a front-line advocate, Brett Bowser is now a Community Engagement Specialist in Zendesk’s Madison, Wis. office, where he applies years of hands-on customer-service skills to a different kind of support experience.
As a business, it’s not just about the stuff you make and sell. And the experience is definitely not about you.
[collaboration with author, subject-matter expert] Customers’ self-service experience should be a reflection of their relationship with you, not a symptom of your complexity or growing pains. When supported by self-service solutions that grow with the business, complex organizations can keep content relevant in these key ways.
[editing sample] Robin Frerichs once worked in tech support for a travel agency. In that role, he adopted a key philosophy: don’t fear the banana.
[collaboration with author, the subject-matter expert] As consumers’ preferred channel for solving simple queries, self-service can play a huge role in helping businesses scale in a customer-centric way. Take it from Freshly.
A chatty approach may not always fly in busy contact centers, with open tickets and customers on the phone who need help—help that probably doesn’t include a recap of the weather. It does fly at Magnolia, though. For about half the total support tickets, in fact.
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to help themselves with simple queries. But what happens next to ensure it remains a robust resource?
As companies rightly obsess over the experience they’re providing customers every step of the way, it’s clear that they should obsess equally over giving front-line employees the tools to deliver a brand vision.
[collaboration with post author, the subject matter expert] As companies invest in self-service and evolve into knowledge-centered organizations, they encounter a new set of issues: managing knowledge as content is used more widely across the business, in new and different contexts.
Our business relationships—the partnerships that help our businesses grow—can be a lot like our personal ones. There’s no single way to navigate the nuanced, sometimes choppy waters of any relationship, but there are some common characteristics, pitfalls, and communication techniques to help stay in sync for the long haul, whether you’re several years into your journey together or just embarking on it.
Living in the city in which “Muni humper” incidents polluted our transit experiences not once (the first we were tipped off was in 2009), not twice (2017), but three times (2017 the sequel), I’m more than a little wary of crotch-to-shoulder distance. I’m also more than a little wary, full stop.