Blog

Solve Client Issues 1 Day Faster

Searching for information consumes 19 percent of your client support team’s work week, according to the McKinsey Global Institute’s “The social economy: Unlocking value and productivity through social technologies.” That’s 7.6 hours of a 40-hour work week. How much faster…

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Why Wikis Don’t Cut it Anymore

Challenges of KCS Knowledge-centered support (KCS) has been around since 1992. It can help you resolve incidents faster, optimize your resources, and enable a real self-service strategy. It’s a good idea. Every support organization is being asked to grow at…

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Webinar – New Hires Useful Day 1!

See the webinar below: 28:35 72% of companies say improving customer experience is their top priority, and modernizing self-service is a top strategy. To understand why self-service is so important and how to improve it, you need to envision it…

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The Habit Zone

Making IT Self-Service a Reflex, Not a Chore

IT Self-Service Should be a Reflex The goal of your IT self-service efforts should be to make something habitual and top of mind. Any time an employee has a question, their immediate reflex should be to go to your portal…

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How to Automate Knowledge-Centered Support and Triple the Benefits

Challenges of KCS Knowledge-centered support (KCS) has been around since 1992. It can help you resolve incidents faster, optimize your resources, and enable a real self-service strategy. It’s a good idea. Every support organization is being asked to grow at…

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Curse of Knowledge

Self-Service and the Curse of Knowledge

Tourist Problems An American couple sits at a Paris café to order lunch. The salad looks good, so they order that…but then something happens. “Oh, and we’d like some ranch dressing please.” The waiter looks at them confused.   They…

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Self-Service Hack

Improve Self-Service Adoption with this Simple Hack

Employees don’t like using self-service. They pick up the phone and call for help instead. But what if you’re rolling out new software, and can’t afford for everyone to constantly be calling support? You’ve spent a lot of money training…

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B=MAT

How a Stanford Ph.D. Would Approach Self-Service

Are your people using self-service as much as you’d like them to? Probably not. Instead, they’re opening trouble tickets, waiting around for answers, and not getting any work done. This isn’t good for anyone. It’s expensive for you, and your…

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IT Survey

Scientology, Psychology, and… Customer Satisfaction Surveys?

Disclaimer: The examples used in this piece are intended to lend clarity to the topic. Kaleo does not have an opinion on the Church of Scientology.   Your Assumptions Could Be Wrong Do you know your customers? Are they happy?…

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self-service

Self-Service and Good User Experience: Not a “Field of Dreams”

72% of companies say improving customer experience is their top priority, and modernizing self-service is a top strategy. To understand why self-service is so important and how to improve it, you need to envision it from the user’s perspective. Take…

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