User Support

How to Use Customer Feedback to Shape Your Branding Strategy

6 months ago By Zachary Amos

In today’s hypercompetitive and client-centric landscape, businesses must do more than assume what their customers want — they must listen. Customer feedback gives helpful insights that can inform branding, guide messaging and strengthen client relationships.

1. Set Clear Objectives for Feedback Collection

Customer reviews are most effective when they serve a specific purpose. Without defined goals, data collection can become scattered and difficult to apply. Businesses should consider the following to focus efforts effectively:

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The Impact of Social Media on Customer Service

1 year ago By Devin Partida

Before social media became the driving force it is today, customer service relied on telephone call centers and in-person interactions. Online companies utilized email to solve minor issues. With retail growing toward a more global platform, finding ways to better engage customers and improve their overall experience became more important.

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How Big Data Is Used to Strengthen UX

3 years ago By Eleanor Hecks

How you build and design your website, you should always have UX (user experience) at the forefront of your processes.

Without a good focus on UX, you may end up with a website that keeps visitors from engaging with your small business. Yet, a site that establishes long-term relationships with customers is key to growth and profitability.

Though most experts say UX is fundamental to online business success, maintaining a high-quality user experience at all times is no easy feat. One way to ensure the user experience is meeting user expectations is by analyzing your big data results.

Here are some ways business owners use it to improve UX.

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5 Technologies to Boost Your Customer Experience

3 years ago By Eleanor Hecks

The thing that makes you stand out from competitors is the experience you provide your customers. Fortunately, more and more technology is making it easier than ever before to offer a positive customer experience (CX) to your clients. You don’t have to reinvent the wheel.

Simply tap into the power of new advances in big tech. Some tech products may be fairly expensive when they first release but drop in price later. Know your budget limits for new items and wait for a deal before adopting them.

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The Online Accessibility Pandemic

3 years ago By Richard Saunders

It’s becoming increasingly clear that online retailers are losing out on billions of dollars in revenue because their websites don’t meet the needs of disabled shoppers. Unsurprisingly, more than two-thirds of disabled online customers click away from sites they find difficult to use, despite the total spending power of this market in the UK hitting £17.1bn [$23.3 billion USD].

This isn’t something that will just automatically improve as technology advances. In fact, the problem has become worse in recent years, as businesses shift to digital it exacerbates the difficulties that many people have.

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Research finds IT support positively transformed by pandemic as challenges accelerate innovation and agility

4 years ago By Real Wire

14 September 2021. The perception of IT support has dramatically improved thanks to the successful response of service desks to the pandemic, lockdowns and working from home. According to new research from the Service Desk Institute (SDI), sponsored by Sunrise Software, 65% of organizations said that the overall business now has a more positive view of IT support, with just 4% seeing a decline in satisfaction. This rose to 72% in public sector organizations, where only 2% say perceptions had worsened.

Emphasizing the importance of keeping organizations operational, 61% of respondents in the research had supported key workers during the crisis, increasing to 83% in the public sector.

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‘Gig’ customer service booming during Covid-19, says report

5 years ago By Real Wire

San Francisco, USA. 12th May 2020: Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released today by AI-driven gig customer service platform Limitless. The gig customer service model is already in widespread use at companies such as Microsoft, Unilever and Sage.

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OpenCms 8 content manager user manual now available!

13 years ago By Alkacon Software

The OpenCms 8 content manager user manual - which is now available for download - provides a quick non-technical overview of OpenCms 8.

This complete and easy to understand reference will help the content manager to build websites with OpenCms 8 within minutes. Learn all about advanced direct edit and the sitemap editor.

Explaining every feature and functionality of the OpenCms 8 user interface this user manual provides essential know-how for the content manager.

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Quoting IT: Scott Abel on Help 2.0

14 years ago By CMS Report

"Help 2.0 is about letting go of old-school, preconceived notions about our role as content providers. Help 2.0 forces us to realize that by leveraging the knowledge of the crowd we can help users find the right information quickly and easily, whether we created the content ourselves or not. And perhaps most importantly, Help 2.0 is about creating support experiences in which users can help us learn what they want and need, while also allowing them to assist one another, in ways that are meaningful to them."

-Scott Abel, The Future of Technical Communication Is Socially Enabled: Understanding the Help 2.0 Revolution, Intercom.STC.org, April 2011.

Mailbag: What makes Kentico CMS Different

15 years ago By Bryan Ruby

Last week, I announced the addition of three CMSs to CMS Focus. CMS Focus is my top 30 list of content management systems that interest me the most. Because I limit the list to only 30 CMSs, there are obviously a good number of quality Web applications that are missing from this list. A CMS that arguably should be on the list is the Kentico CMS.

Kentico's PR Manager recently sent me an email to make his case for why Kentico should be included in the CMS Focus list. I likely will not be making any new changes to my top 30 list until June, however I will definitely consider Kentico the next time I update CMS Focus.

Hi Bryan,

I remember that Kentico CMS hasn't quite made it on your CMS Focus list.

Today, I would like to briefly comment on the criteria for selecting CMS on the list you published:

1. First, the application has to add something I haven't seen in a CMS before.

In case of a Kentico CMS it’s a set of its features that makes it unique. There are plenty of CMS that offers source code, hundreds that have multisite and multilingual support, dozens with open and well documented API, some that are SEO friendly, few that are fully rebrandable... And now will there any remain if you add 200+ web parts and 36 modules to cover the needs for building either Corporate Web Site, E-shop, Social Network or Intranet (=simply to allow your web site to grow in any direction)? How many CMS vendors have 7 days bug fixing policy? Highly responsive support is something hard to prove, but please go ahead and do some “Mystery Mailing”, I’m sure that our support team won’t disappoint you (evaluators have right for 10 support tickets – so really please try this).