Leveraging a knowledge base to boost customer success

28 May , 2019 No Comments

Customer support is critical to business and customer success. In fact, more and more companies are using it as a differentiating factor when trying to stand out in a crowded market. But even though it’s valued by customers, it’s not enough. They want answers immediately, and they want the option to help themselves. The best and most cost-effective, self-service method for customers is a knowledge base.

What is a knowledge base and why is it important?

A knowledge base is a centralized database of information that can be organized, stored and searched for future accessibility. Everyone, employees and customers alike, can use your knowledge base to help them find answers to any questions or concerns they might have regarding your product or service.

Knowledge bases include FAQs, troubleshooting guides, user manuals, product updates, how-to articles, and much more. And not only do that act as your 24/7 help desk, but when done right, they can free up your customer support reps’ time. So, instead of spending their time answering queries about minor problems, they can focus on solving more complex customer issues

Intrigued about creating a knowledge base for your business? Then, read below to find out how.

8 tips to reduce employee turnover: Why it’s so important

22 May , 2019 No Comments

Reducing employee turnover should be a priority for any business. According to experts, it can cost twice an employee’s salary to recruit, hire and train a replacement. Turnover can also damage morale among your remaining employees, decrease productivity and make it harder to acquire new talent.

According to Work Institute, one in four employees (42 million U.S. workers) left their jobs in 2018 to go work for another organization. But companies with a culture that strongly values learning and team comradery have 30-50% higher employee engagement and retention rates than those that don’t.

Interview tips: How to find the perfect job candidate

Finding the perfect job candidate is no easy feat. On average, every corporate job opening attracts 250 resumes. Of those candidates, four to six are typically called in for an interview. But only one can walk away with the job. Talk about finding a needle in a haystack. A few interview tips can help.

It takes a lot of resources to find a new hire. Recruiters advertise on job sites, wade through seemingly endless resumes, conduct interviews, run background checks, call references, and more.

When it’s all said and done, the average cost-per-hire comes out to $4,129, and the average time it takes to fill an open position is 42 days, according to the Society for Human Resource Management’s (SHRM) Human Capital Benchmarking Report.

But the costs don’t stop adding up there. Experts estimate the cost of onboarding an employee is about $240,000. That includes recruitment ads and staff time, relocation and training fees for replacement hires, the negative impact on team performance, the disruption to incomplete projects, and more.

Hiring the wrong person can put a sizable dent in your revenue. Making the right choice from the start is crucial. In this article, we offer some interview tips to help you find the perfect job candidate for your company’s open positions.

Storytelling in marketing: Mastering this emerging trend

02 May , 2019 No Comments

There’s a Native American proverb that says, “Those who tell the stories rule the world.” Before humans developed systems for writing and reading, the only way to record our history was by passing down stories from generation to generation. Through storytelling in marketing, this tradition lives on.

Stories have been a key driver of change throughout human history – both for good and bad. Good storytelling can evoke emotion and serve as a compelling call-to-action.

Beginner’s guide to social selling

23 Apr , 2019 No Comments

According to Linkedin, 78% of salespeople engaged in social selling outsell their peers who aren’t doing it.

In the past, social media platforms were reserved for B2C companies, serving as a direct line of communication to consumers. Today, savvy B2B organizations understand the need to engage their customers where they are, which, these days, is increasingly on social media.

As companies struggle to gain and retain the attention of prospective customers, social selling has emerged as an effective tool for organizations challenged by growing competition on a global scale.

If your sales team doesn’t engage in social selling, your company is leaving money on the table.

In this post, we’ll define social selling, outline its benefits, and cover some best practices for implementation.

Customer acquisition vs. customer retention: Which to prioritize?

17 Apr , 2019 No Comments

Which is more important to you: acquiring new customers or retaining the ones you already have? Customer acquisition is an essential part of growing any business. We all know that. But customer retention is also critically important if you run a subscription-based business or have repeat customers.

So, they are both important. But how do you know which to focus more energy on when forming your growth strategy? The answer is complicated, subjective, and involves a variety of variables such as customer acquisition cost, your long-term business goals, your business model, and so on.

To answer this question, we must dig into the topic and shed some light on how each tactic can benefit or hurt your business.

Video marketing: Tips for increasing social media engagement

12 Apr , 2019 No Comments

Video content rules the internet. Think about it. When you’re scrolling through your Instagram, Twitter, and Facebook feeds, what jumps out at you? Today’s consumers love video content and video marketing is increasingly important to a company’s ability to engage new prospects and existing customers.

Video content is everywhere and continues to take social media platforms by storm, especially when it comes to digital marketing for commercial brands. In fact, according to Web Video Marketing Council, about 60% of brands are actively using social media videos as a part of their digital marketing strategy.

Using empathy to increase sales motivation

26 Mar , 2019 2 Comments

Sales is not an easy job, let’s face it. Some people take to it like a fish out of water, while others avoid it like the plague. It takes a certain type of personality to excel at sales. Salespeople must be confident, motivated and extroverted. They can’t have a fear of rejection because that’s a major part of the role. But how do you drive sales motivation in today’s highly competitive business landscape?

10 must-try lead nurturing tips

22 Mar , 2019 No Comments

Lead nurturing is an essential part of an effective marketing presence. What is lead nurturing? It is the act of understanding where each lead is in the buyer’s journey and providing them what they need at that moment and stage in the sales funnel.

You nurture a house plant as it grows, giving it more sunlight when needed, watering it when it’s dry, and transferring it to a larger pot as it grows. Nurturing leads is similar. You must recognize when they need more resources, and when they have outgrown their space so you can provide them with more nutrients and room to grow.

Top 10 customer success metrics to track

19 Mar , 2019 No Comments

Customer success—it’s a phrase you probably hear more and more these days. But what exactly is customer success? How do you measure customer success metrics to gauge how well you’re doing?

It’s not a new concept, but it has become a hot topic issue over the last few years and for good reason. Essentially customer success refers to how successful a customer is in using your product or service. Two main factors determine this:

The quality of your product or service and how easy it is to successfully use it
How you manage relationships with your customers after the initial sale to ensure they have all the training, support, and resources needed to realize success using your product or service

Leveraging a knowledge base to boost customer success

What is a knowledge base and why is it important?

8 tips to reduce employee turnover: Why it’s so important

Interview tips: How to find the perfect job candidate

Storytelling in marketing: Mastering this emerging trend

Customer acquisition vs. customer retention: Which to prioritize?

Using empathy to increase sales motivation

10 must-try lead nurturing tips

Top 10 customer success metrics to track

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