The SPOT: Issue #10
Welcome to the SPOT by Speckled. Your weekly newsletter of the top 3 strategy, product, operations, and tech articles from around the web for PMs at small software companies. Here are this week’s articles:
Takeaways: Find which pages your readers are coming to FAQ pages from to address content gaps, put FAQs on the page where the customer had the question, and design FAQ pages by grouping questions by theme, adding search, and using expandable content areas.
Whether you’re in charge of your KB/FAQ pages or customer success is, you should give this one a quick read.
Responding to customer communications is a nuanced process. Sometimes extremely so.
Knowing which of the four types you’re talking to (passive, passive-aggressive, aggressive, or assertive) will help you craft responses and pick your words right so that you can help understand what they need and how you can help them. This article gives some pointers for each of the types for the next time you encounter them.
A pretty self-explanatory title. If you’re a new product looking for your customers, this should give you a plethora of ideas.