Disqus - Latest Comments for hajrice

Re: A Guide to Building a Kickass Knowledge Base

Emil Hajric — Sat, 12 Jan 2019 18:32:21 -0000

One thing I've noticed from our knowledge base gallery (we have a knowledge base examples page), is a similar pattern aswell: The design is really important to show a decent amount of topics/articles, to help those who aren't quite 100% sure what to search for, but rather wish to browse.

Of course, showing too much, can also deter from the UX, so a nice balance is best, IMO.

Cheers!

Re: Analysis of the Top 100 eCommerce Help Centers

Emil Hajric — Sat, 12 Jan 2019 18:29:35 -0000

Amazing work, Adam! Really good research. I've seen some similar numbers with Helpjuice's customers aswell!

I'd love to link to your piece from our knowledge base examples page at Helpjuice, perhaps we could even do a collab. Let me know your thoughts

Cheers,
Emil

Re: 9 Brilliant Customer Service Tools to Ensure Success

Emil Hajric — Fri, 20 Jul 2018 01:28:07 -0000

Thanks for the mention, Chris! Lovely article. Would be nice to also see an NPS tool here aswell, perhaps? We found NPS to be crucial for our customer success team.

I know there's a lot of great companies in the list, and for anyone looking to get started with knowledge management, I'll leave a link I wrote about the subject: https://blog.helpjuice.com/...

Re: 9 Brilliant Customer Service Tools to Ensure Success

Emil Hajric — Sat, 30 Sep 2017 14:29:47 -0000

Thanks for the mention of Helpjuice!

Re: A Picture Is Worth A 42% Increase In Click Through Rate

Emil Hajric — Thu, 07 Nov 2013 16:15:11 -0000

This article is pure f'ing gold!! Not going to lie, the headline instantly got to me :-)

Well done, Chris.

Re: 5 Habits of Bad Customer Support

Emil Hajric — Sun, 13 Jan 2013 21:45:00 -0000

Sorry to hear that you've been having trouble with them!

Would love to hear your opinions on what makes/breaks a company's customer service :)

Re: Leveraging Social Media To Improve Customer Experience

Emil Hajric — Tue, 27 Nov 2012 17:26:15 -0000

Hey Nick,

Glad to hear that you liked it. I think the two goals you have in focus for social media is spot on, and every company should follow the same path.

Problem becomes when people really start to hammer down ideas, where you can't deliver all of them. That's when you really double check that the suggestions are aligned with your company's goals.

Hope things are well at Helpscout. We've been telling people about your ticketing software :-)

Re: An AngelList for Europe? NOAH launches a new social network for startup funding and growth

Emil Hajric — Tue, 30 Oct 2012 12:26:59 -0000

Very skeptical about this. NOAH is trying to do too many thing at once, and they're differentiating themself by focusing on one geographical vertical.

However, Angellist (with having helped startups raise $1bil) is already in Europe and is actually famous for helping startups from Europe (incl. BiH, Croatia, Serbia) raise funding from both US & European VCs/angels.

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Tue, 14 Feb 2012 10:46:11 -0000

That's super cool! You should meet Sarah from CoSupport.com; She was 37signals' first employee (I think I got that right?) and now runs a cool customer support company.

Regarding repackaging content from phone calls and emails, I think that's a pretty cool concept. Especially if you can do it as easily as CC'ing an address. Ideally something like Posterous (although, we also support CC'ing support emails and magically turning them into knowledge base articles).

P.S.: Thanks for subscribing, would love to do an interview with you for one of our upcoming posts on how you manage support for all these companies. I'd imagine it gets pretty tricky and our audience would love to learn more about it!

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Tue, 14 Feb 2012 03:52:39 -0000

Hi Rob! Glad you liked the article.

I feel that immediate feedback is super helpful and valuable, as it also gives the sense that the customer is cared about, which is one of the key aspects. Would love to know how you're currently doing this and what your business is!

P.S.: If you found this article helpful, feel free to subscribe, and I'll make sure to ping you next time we have the article about scaling support up.

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Fri, 10 Feb 2012 00:42:19 -0000

Thanks for the comment!

I can see what you mean by having it at _too_ long when there should just be a simple yes/no answer.

A good rule of thumb that we follow is to always add "Just let me know if there's anything else I can help you with, I'll make sure it gets done for you ASAP.", if the answer in itself is actually short.

Hope you liked the post.

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Thu, 09 Feb 2012 22:54:20 -0000

Thanks for sharing your thoughts, Bart.

I COMPLETELY agre with you. #5 and #1 go instantly. More and more people are automating this through the use of canned responses (having a nice email already ready for you, so that it doesn't look like you're *just* sending the "Yes, you can"), and knowledge bases (even though we're biased, we think this is the best solution as it pretty much is able to fulfill all the 5 laws in every knowledge base article).

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Thu, 09 Feb 2012 11:58:16 -0000

Hi James!!

Thanks for the comment.

I don't think anyone should really be too surprised that a good amount of companies will more-less violate some of these laws. You hear more about bad customer support than you do about good; In fact, it's rare to hear that someone really had a great experience, luckily, though, this is changing.

Depending on your industry, a few days could mean really short. What industry do you work in? I'm assuming it's not startup-related.

I'd personally you check out jobs at startups companies. We're currently not hiring, however, a TON of startups are. Including Toutapp. I'd suggest you check out: http://startupers.com/

Hope you're having an awesome day!

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Mon, 06 Feb 2012 13:17:50 -0000

Yeah, I've personally noticed it with Olark. Good job on the help page, it was super helpful when we were getting it set up for Helpjuice.

Feel free to spread the word, by tweeting or liking!

Re: 5 Laws of awesome customer support | Helpjuice Blog

Emil Hajric — Mon, 06 Feb 2012 13:11:01 -0000

Thanks for the comment, Bill. I completely agree with you.

Unfortunately, there are a good amount of companies that really don't understand this -- or don't want to.

Love what you guys are doing at Olark!

Re: Just Fucking Sell

Emil Hajric — Sat, 04 Feb 2012 22:36:33 -0000

Good post. However..

>> Stop getting excited by the “maybes” and “lets have another meeting” responses you get to your product. IT MEANS YOUR PRODUCT SUCKS.

^^ That really depends who you're selling to. I've found that, if I sell to someone who I know doesn't have the problem we make go away (too many support emails), then it doesn't really matter as they WONT buy. It has nothing to do with the product itself, rather if we're a good fit for them.

>> Stop getting excited by the “maybes” and “lets have another meeting” responses you get to your product. IT MEANS YOUR PRODUCT SUCKS.
Very good point. It's hard to take this as a rule though. As it, also depends on the type of company/person you're selling to. Some things just take more time for people to grasp the value of.

If I suddenly was able to cut your support inbox by half, you'd feel really good (assuming you're the right customer for us)..but if I took that feeling away (disconnected the service from you), you'd feel really bad and want it back.

I think your post is great, Micah, just wanted to reflect on a few things, as some founders will take this too literary and not think it through

Re: Using Quora to get customers for your B2B startup | Helpjuice Blog

Emil Hajric — Mon, 23 Jan 2012 20:29:59 -0000

John, I absolutely LOVE it. I completely agree with you.

If you're ever in Austin, let me know. Would love to hear more and meet up!!

Thanks

Re: Are There Any UserVoice Alternatives?

Emil Hajric — Sat, 14 Jan 2012 02:36:43 -0000

Helpjuice.com if you're looking for a better knowledge base that'll answer half of your customer support questions

(Disclaimer: I work at Helpjuice)

Re: How I Achieve Consistent 10% Return on Investment from Cold Calling in Everything

Emil Hajric — Tue, 10 Jan 2012 22:20:23 -0000

Great article, loved it. Reminded me of Capital Factory's dinner where I did something similar -- but with investors

Re: http://joshkerr.com/post/6680009751

Emil Hajric — Sun, 19 Jun 2011 08:19:29 -0000

Croatia?

Re: How A Teenage Entrepreneur Built A Profitable Lyrics Site – with Milun Tesovic

Emil Hajric — Sun, 06 Dec 2009 14:17:54 -0000

No no no!!I It's Milun. And he's not a serb, he's Bosnian!!!

Re: How A Teenage Entrepreneur Built A Profitable Lyrics Site – with Milun Tesovic

Emil Hajric — Fri, 04 Dec 2009 19:01:10 -0000

Np man :) You mentioned that Olivia and you were in the Balkans? That's awesome. How did you like it here? :D

Re: How A Teenage Entrepreneur Built A Profitable Lyrics Site – with Milun Tesovic

Emil Hajric — Fri, 04 Dec 2009 17:06:42 -0000

Hell yeah! Milun rocks!! HUGE shout out from Sarajevo! :)

Re: How To Sell Even The Smallest Online Businesses

Emil Hajric — Thu, 13 Aug 2009 09:38:56 -0000

Oh man IconFinder.net is such a brilliant site. I use it very frequently, awesome stuff.

Re: How To Sell Even The Smallest Online Businesses

Emil Hajric — Thu, 13 Aug 2009 09:38:11 -0000

Awesome article Andrew!