Tired of having to clean up data bases and CRMs because of silly oversights? Iridize’s content validation feature helps users check and correct themselves to make sure only the right parameters are entered and recorded.
Do you manage your customer service with Desk.com? We built an API to allow Iridize and Desk to work better together. Here are a few things you can do with the Iridize & Zendesk integration to boost your support automation:
Create permalinks to Iridize guides and set up triggers to send them to users in chat bot conversations. Users will be able to use the guides as live help, which will reduce support calls.
Install Iridize’s Help Widget and connect it to your Desk help center. That will allow your users to search the help center from the help widget, effectively bringing your help center/knowledgebase inside your product.
Have your support representatives follow up calls with permalinks to guides, helping the users step-by-step even after the support session is over.
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We recently noticed an interesting trend that has been popping up of late: SaaS companies are re-introducing old features. More and more product companies are recycling older features and “releasing” them, with no indication that these are not new features.
This smart practice makes so much sense on so many different levels, that it’s surprising it didn’t gain traction earlier.
For starters, it’s a clever marketing move. Advertising your capabilities is one of the most efficient ways to get through to your target audience.
One of the challenges technical communications teams are faced with is the need to constantly promote visibility. Tech comm suffers from lack of a “sexy” reputation. Unlike marketing or R&D, who are are natural candidates for the Rockstar shortlist, tech comm teams have to invest in making their contribution to the organization more present.
Much of this has to do with getting management to understand the importance of quality documentation, the amount of skill it requires and the importance of the craft. So how can technical writing teams stay ahead of the curve in this shifting world when budgets are cut and every expense is weighted?
A basic truth about the human condition is that as a species, we detest change. It is uncomfortable, unstable and demands of us to allocate brain and learning resources. Unfortunately for us (software providers), this includes users.
At Iridize, we’re fortunate enough to roll out new features to professional, tech-savvy users who are eager for the next improvement or features they requested themselves. But we’re well-aware of our privilege as a B2B and are happy to share some of the wisdom we have gathered through our own users on the most effective way to roll out new features.
One of the most cringe-worthy tips for accelerating product adoption, which I come across quite often, is “build a product that users will love”. Right up there with “Just do it”, right?
Input like that indicates to me a profound lack of understanding of the whole product-user relationship, of user psychology, and of the product design & development process.
The truth is that most people (and users) would rather avoid change. Learning inherently means stepping out of one’s comfort zone, so most users try to avoid that, too. It’s not bad, lazy or wrong – it’s just the way we’re built.
As training professionals and product leaders, it’s our job to make the learning part as quick and as painless as possible. Users fall in love with products. We can facilitate this by helping the user to get to know the product better.
Microlearning has been coming up in conversation a lot lately. As a digital learning method that is fairly easy to implement, it is gaining speed and popularity. As a technology, microlearning is proving to be very efficient in the areas of new software adoption and for educating users in an ongoing context.
No one seems to be able to decide exactly what it is that microlearning includes or what it is made of, but the need to understand its efficiency and how it works is growing. In the following examples, you will find a variety of microlearning experiences in different formats and methods of delivery.
For a while now, there has been some attempt to reconcile the need for help documentation with the growing desire to improve product UX. True to Don Norman’s famous statement that “If you have to hang a sign on it, you’ve lost the battle”, many user experience professionals try to solve interface challenges using purely design solutions.
Today we know that product reality is more layered than that. Not everything can be solved through design alone, and almost nothing can be learned without any text. In a sense, we are no longer simply writing the support documentation – we are designing the support experience.
As part of that process, help documentation was brought out of its exile in forelone knowledgbases on the fringe of things and now resides in the heart of the user experience: in microlearning, onboarding flows, quick-tips, mouse-over tips, lightboxes and help widgets.
But we’re not quite there yet. There is still some way to go before the melding of help content and product UI is complete. I hope these UX insights and tools improve help documentation and user engagement with it.
Let’s start by why you need to measure training: to make sure you’re using the best training methods and tools available, in the best way possible that is best fitted for your users. Or, in other words – to ensure you’re getting results.
Consequently, the only way to measure some training methods is after the fact, by checking performance and product adoption rates. This applies to training methods that are detached from actual work in the product – frontal training in class, webinars and video training. There is simply no way of checking if the training was effective before users start applying what they’ve learned to hands-on work in the product.
In-app online training, however, can be measured and tested live. If you combine live metrics with performance metrics, you get the ultimate training effectiveness measurement that tells you what you need to know about your training plan.