Customer Support

Manage Customer Support through Slack the Stress-free Way

First off—why on Earth would we manage customer support through Slack? “We’re in an age where the lines between customer success and support are blurred,” said James Scott from SuccessHacker. We were discussing the differences between the two functions, but also how they’ve overlapped and defined themselves. “..because customers don’t think of their problems as tickets,” he continued. “They think of them as conversations, and they often start with an email or a Slack message Read more…

By Asia Matos, ago
Veamly Integrations

Announcing Slack integration with Veamly

As a customer support agent, if you are using slack to chat with your different customers, you must know how overwhelming it gets to deal with all their issues in a timely manner. At Veamly, we want to help you spend your time more efficiently by automatically prioritizing and labeling your support messages. This is why we are offering you the Veamly slack integration. This is how it will help you optimize your attention span and use Read more…

By Emna, ago
Customer Support

How to Prioritize Your Support Tickets

It was the meme we shared around the office any time we felt overwhelmed by our tickets – especially for our support and customer service teams. It’s probably the meme you pass around in Slack now – both laughing and bonding together over how real it is, and cringing inwardly at how STILL VERY REAL it is. If this one penetrates your soul a little bit more than you’d like, then this post is for you. Read more…

By Asia Matos, ago
Product Management

Product management 101: Everything you need to know about the job

Breaking into product management can be a bit tricky sometimes. Is it about the experience? The background? Interests maybe? Or is the interview the real dealbreaker? But the most important question of them all, what exactly should I expect from the position? We decided to put together this brief article that has a collection of facts, data, and information to help you get your head around the position. Product management, the job You may know Read more…

By Souha Arbi, ago
Product Management

Product Management: The best way to become a product manager

If you think that this article will enlighten you and tell you how to become a great PM, you’re on the wrong page. BUT, if you’re here to understand what makes a great PM for you to apply to your very own style and grow into an amazing PM, then you’re definitely in the right place. Being a product manager is one of the most challenging jobs because there are no rules to apply or guidebook Read more…

By Souha Arbi, ago
Product Management

Dev skills: How to address your engineers and become one of them

Every new product manager’s fear is about not having enough dev skills. Software development requires a minimum knowledge of the dev world. Yet, for someone coming from a business background and breaking into product management, it may be the scariest shift in their careers. What they fail to realize, however, is the fact that you don’t really need to be a coding genius or a deep knowledge of software engineering to be a good PM. Read more…

By Souha Arbi, ago
Product Management

How to improve your tech skills as a Product Manager at a software company

If you are a non-technical person who wants to break into product management, then you’re definitely in the right place. We are starting a series of blogs where we go through all the essential tech skills PMs need to have in order. So here is our first checklist of analytical and decision-making skills! Be able to collect and analyze data Analyzing data helps you understand how and why your metrics are changing. After building, you Read more…

By Souha Arbi, ago
Product Management

The 7 books every Product Manager needs to learn by heart

Books are an important source of knowledge, even for jobs as hands-on as product management. Sometimes authors put the hardest of concepts in the simplest of words. Through examples, real-life situations, take-outs, and tips/hack, you can growth hack all of your practices. Or worst case scenario, you’ll start seeing the world of product management from a slightly different angle. Who knows, one sentence could lead to the breakthrough you’ve been waiting for for so long! Read more…

By Souha Arbi, ago
Product Management

Product strategy: What to avoid for a perfect product strategy

What is a good product strategy? It is not about following your competitors. It’s not about all the features you want to add either. It definitely is not what your sales team needs to close the next deal. Rather, it outlines how customer needs and business strategy will be fulfilled through a product offering, according to siriusDecisions. You start with customer needs which is crucial to your product. The product strategy needs to be designed Read more…

By Souha Arbi, ago
Product Management

Launch launch launch, even if your product doesn’t look right yet

To launch or not to launch, that’s the question. But more importantly, when is the even bigger question. Taking the decision requires a lot of data, thinking, and analyzing. But how can you take the product from an MVP to a decent-shape-worthy-of-launching? Well, you don’t. You need to launch as soon as your product is starting to do what it’s supposed to do. And here is how: How to improve your metrics? Iterate. Talk to Read more…

By Souha Arbi, ago