Customer Service vs Customer Success: What's the Difference?

Posted by Sarah Robinson-Yu on Aug 6, 2019 8:00:00 AM

8 minute read

While it’s not uncommon to hear the terms “customer success,” and “customer service,” used interchangeably, one should be cautious of doing so. Yes, these terms are related and connected in various ways. They both involve helping customers, troubleshooting issues and providing valuable information, however using these terms as synonyms would be a mistake. 

This blog aims to dispel the differences between these two terms and make it abundantly clear what each of these mean.

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Topics: Community, Customer Success, Customer Service

Is There a Barrier Between Your Support Channels and Google?

Posted by Luc Vezina on Aug 1, 2019 11:00:00 AM

5 minute read

According to a recent survey by the TSIA, 9 out of 10 consumers cited Google as their preferred support channel. This is indicative of a significant shift in customer behaviour over the past decade, and is the direct result of the increasing digitalization of customer support. 

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Topics: Community, Search Engine Optimization

3 Reasons Why Game Developers Should Encourage Mods

Posted by Sarah Robinson-Yu on Jul 31, 2019 9:00:00 AM

4 minute read

When you’ve invested lots of time and money into building the perfect game for your target audience, it’s not easy to sit back and watch others tinker with your game and make it their own. Nevertheless, modding communities have proven time and again that players can be every bit as creative as the developer. And when you put aside the irky feeling of watching someone meddle with your game, modding actually leads to a number of benefits that greatly outweigh the feeling of irk that you may initially experience.  

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Topics: Gaming

Anatomy of a Webpage: 8 Amazing Tips for SEO & Conversion

Posted by David Bailey-Lauring on Jul 30, 2019 8:00:00 AM

7 minute read

SEO depends on search engines correctly interpreting your content so they can determine where it should rank. Conversion depends on humans being convinced about what content is on the webpage to make them buy or sign up. 

Traditionally, both have been seen as separate digital marketing channels yet as Google’s algorithm becomes more intelligent, it is rewarding web pages with higher rankings that demonstrate relevance, are easy to navigate and have highly rich content.

It’s a job for business owners and entrepreneurs to help both humans and search engine crawlers better understand precisely what our web content is about, so it will rank better and receive more organic traffic.

The challenge then becomes knowing what exactly is required on a webpage to ensure that the content is understood.

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Topics: Search Engine Optimization

Creating Impactful Knowledge Base Content

Posted by Sarah Robinson-Yu on Jul 25, 2019 11:00:00 AM

5 minute read

There’s a secret sauce behind creating the perfect knowledge base content. It’s called research. 

Knowing what you need to write about isn’t a simple walk in the park—it takes time to know what types of questions you need to tackle, and even more so, how to respond to them. 

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Topics: Knowledge Base

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