#1: From Onboarding to Customer support to Notion

This is the first-ever edition of #NewThingsinCustomerEducation where we talk about 'Aha' moments, why texting is better than calling when it comes to customer support and some updates from Notion

Best Reads of the week

⌗1. Eric Keating, VP Marketing at Appcues, shows getting new users to see your product’s value through those ‘AHA’ moments by way of 4 real-life examples. (Source: Appcues Blog)

What we thought before reading the piece: The quickest way to show the ‘Aha‘ moment is usually through a video or a live demo.

What is it about: The blog shows how 4 companies- Canva, Grubhub, Headspace and Sprout Social give their customers the ‘Aha’ moment in thier own different ways.

What we learned after reading the piece: Your new customers don’t want to hear about how great your product is; they want to experience it for themselves first hand.
Plus every product is different. Grubhub’s aha moment meant giving users a wide range of choices, while Headspace narrowed down options based on a user’s individual needs. 

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⌗2. Nine reasons your customers want to be able to text support (Source: Freshdesk Blog)

What we thought before reading the piece: Human touch is necessary in customer support. A call goes a step further than texting in that space.

What is it about: The blog lists 9 reasons why text might after all triumph all other options in customer support.

What we learned after reading the piece: Because the blog comes from Freshdesk itself we might take it with a pinch of salt. But nonetheless it makes a good case for why you should consider transitioning to a chatbot for customer support.
Calls can be anxeity inducing due to long wait times and because you need to find a private space to make one. Texts on the other hand have the power to send over attachments like images and PDFs. Plus they are much more efficient means for the the support team to pickup from where one left.

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Updates of the week

⌗1. Notion adds the ability to migrate from Confluence and more (Source: Notion)

What we think: Notion is slowly but steadily taking over all of the knowledge management space. Their aim is to become an all-in-one workspace, they seem to be well on that path.