CES Recap: Trends, Challenges and Predictions for IoT

CES has always been at the forefront of revolutionary technology and this year marked the event's 50th anniversary. In 1969, ARPANET, a forerunner of the internet made its initial appearance at the event along with the first personal computer and BETA VCR. Keeping with this tradition, this year was no exception for innovation, especially in the IoT domain.

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Written by Shannon Wenkoff on Jan 13, 2017

10 Customer Service Skills Every Employee Needs

Excelling in customer support of any kind requires an entire toolkit of skills. Not only must service agents and technicians know the product inside out, they must also have the people skills necessary to understand customer needs, and elicit their trust in helping to find a resolution and fulfill those needs.

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Written by Stephanie Petry on Dec 21, 2016

Engineering the Service Economy

The Internet of Things (IoT) is making it a very exciting time to be alive. At the time of writing, we’re witnessing IoT rapidly transform the world around us and fundamentally change the way we interact with it. It’s changing everything from the homes we live in, to the cities around us, to the SMBs that serve as the backbone of our economy.

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Written by R.J. Stangle on Nov 20, 2016

5 Workplace Survival Tips for Developers

Being a developer isn’t easy. Of course, what snags, pitfalls, and cons there are to the trade fall very much into the #FirstWorldProblems bucket, but that doesn’t mean working on any given project can’t drive you to the brink of desperation and despair.

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Written by Stephanie Petry on Oct 13, 2016

5 Best Practices for Delivering Multilingual Customer Support

In today’s globalized world, changing demographics have led to a greater diversity of languages being adopted within many countries. 

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Written by R.J. Stangle on Oct 05, 2016

7 Exciting Dev Job Opportunities at AppHelp

At AppHelp, we thrive on creating show-stopping customer support technology for some of the world’s best-known brands, and we know that none of it would be possible without the people that make up the AppHelp team.

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Written by Stephanie Petry on Sep 30, 2016

The Cloud Reseller’s Guide to Office 365 & Google Apps for Work

Change is occurring at a phenomenal pace in the telecommunications industry. 

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Written by Shannon Wenkoff on Aug 22, 2016

The Role of Chatbots in Tech Support

UBER started as a simple idea. Press a button and a car comes to pick you up. The technology simply allows one human- the driver to help another- the passenger.

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Written by Shannon Wenkoff on Jul 19, 2016

Technical Support in an Augmented Reality World

Technology is evolving at an incredible pace. Just take a look at this 1991 RadioShack ad in which every piece of featured technology can now be replaced with just your smartphone. 

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Written by Shannon Wenkoff on Jun 21, 2016

5 Key Takeaways from the Canadian Telecom Summit 2016

On June 6th, 7th and 8th, over 500 delegates including service providers, vendors, regulators and press convened in Toronto to discuss and debate the key issues impacting the Canadian telecoms sector.

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Written by Mary Montserrat-Howlett on Jun 15, 2016

Cloud and Cash Flow: How Cloud is Changing the Profit Game for SMBs

Two of the top ten IT challenges facing SMBs today are; budget constraints and app and data integration, according to SMB IT Market Research and Industry Analyst firm, Techaisle.com

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Written by Shannon Wenkoff on Jun 13, 2016

3 Pro Tips for Effective Phone Support

As a follow-up to one of our most-read blog posts of all-time: 3 Pro Tips for Effective Live Chat Tech Support, we wanted to share some of our tips for providing phone support experiences that live up to the call of duty.

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Written by Shannon Wenkoff on May 02, 2016

Interning at AppHelp

Our current interns, Jesse and Riley, are coming to the end of their four month work term here at AppHelp.

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Written by Cathy McKee on Apr 26, 2016

5 Tips for Reducing Churn with Excellent Customer Support

In today’s subscription-based economy, service providers are focusing more than ever on minimizing churn rates and increasing adoption of their products.

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Written by Shannon Wenkoff on Apr 12, 2016

Why Onboarding is Key to Driving Office 365™ Adoption

The demand for Office 365™ among SMBs moving to the cloud continues to rise with over 50,000 new small and medium-sized businesses signing up every month!

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Written by Malini Rakheja on Mar 29, 2016

Business IT Support is Evolving – Fast!

When AppHelp was founded in 1997, most small and medium-sized businesses didn’t have easy access to the Internet, and their business technology consisted of cash registers or phone systems. 

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Written by Shannon Wenkoff on Mar 17, 2016

6 Support Channels to Improve Your Customer Service

The need to provide excellent customer experiences has indisputably never been as important as it is in today’s consumer-driven world.

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Written by Shannon Wenkoff on Mar 08, 2016

UX/UI Designer Wanted. Is this the Role for You?

AppHelp is on the lookout for a highly passionate and creative UX/UI Designer to join our growing team!

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Written by Shannon Wenkoff on Feb 19, 2016

Successful SaaS Adoption Takes a Human Touch

In order for businesses to enthusiastically adopt service providers’ SaaS offerings, the right amount of human assistance is required at multiple points along their journey to the cloud.

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Written by Shannon Wenkoff on Feb 16, 2016

4 Tips from the Field for Delivering Amazing Support Experiences

At AppHelp, we deliver hundreds of amazing support experiences to technology users every day. 

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Written by Shannon Wenkoff on Jan 07, 2016

MOVEmber MOuntain Challenge at AppHelp

Staches are fun but muscles are better.

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Written by Shannon Wenkoff on Nov 04, 2015

Simple Steps Can Prevent Most Windows 10 Upgrade Headaches

Three months and thousands of support calls later, this summer’s Windows 10 rollout offers some simple lessons on how organizations can head off most OS upgrade issues.

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Written by Shannon Wenkoff on Oct 30, 2015

Introducing the Support Experience for the Internet of Things

An amazing user experience (UX) is an integral part of any successful tech product.  UX design done right delivers optimal experiences at every touch-point, from marketing to sale, to device setup to use.

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Written by Shannon Wenkoff on Oct 16, 2015

Recap of Xively Xperience 2015: A Panelist’s Perspective

I’ve been to several IoT conferences and after a while, the predictions about how many billions of connected devices will be on the market by 2020, or how the time is now to start monetizing on the IoT opportunity, can get redundant. 

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Written by Shannon Wenkoff on Oct 09, 2015

Think Tech Support for the PC is on its Way Out? Think Again.

Tablets, Smartphones and Talking Barbies…Oh My!

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Written by Shannon Wenkoff on Sep 28, 2015

Why the ‘Support Experience’ is Critical to IoT User Experience

The quality of support an IoT device owner receives when technical issues arise is arguably as important as the User Experience (UX) when the device is running as it should.

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Written by Shannon Wenkoff on Sep 16, 2015

‘Service’ is Every Internet of Things Business

The one product all IoT device makers provide is really a service. It is the experience customers receive from their purchase both when the product works and when it doesn’t.

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Written by Shannon Wenkoff on Aug 20, 2015

4 Key Principles for Providing Tech Support for the Internet of Things

Internet-connected devices have been around for decades now and that connection has shifted from wired connected devices to wireless enabled devices.

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Written by Shannon Wenkoff on Aug 05, 2015

Farewell Reveal

Nothing is built on stone; all is built on sand, but we must build as if the sand were stone.
– Jorge Luis Borges

We recently ended the Reveal service that we first launched as a private beta just under 2 years ago.

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Written by Shannon Wenkoff on Jun 19, 2015

Securing the Internet of Things: I-Oh-No-T!

Internet security has been an integral part of our history and our culture at AppHelp, so it was a real treat for me to attend the RSA Conference last month, the world’s largest info security event.

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Written by Josée Desjeans on May 21, 2015

The Stale Knowledge Base Problem in Numbers: A Case Study

How big are the problems in an enterprise knowledge base?

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Written by Shannon Wenkoff on Apr 24, 2015

Spring Cleaning Knowledge Content with Curation

We all have different tolerances for neatness and order. There are the obsessive cleaners, those who thrive in a bit of chaos and disorder, others that hoard.

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Written by Mary Montserrat-Howlett on Apr 16, 2015

The Reign of Email. How Will It End?

Enterprise communication, collaboration and knowledge management markets are being deeply reshaped by consumer experiences.

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Written by Mary Montserrat-Howlett on Mar 27, 2015

Choosing an Internship? Optimize for Impact.

I originally published this essay on Medium and have made slight updates to it here. It was intended as a written version of the talk I gave at the University of Waterloo for students picking a company for their next internship.

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Written by Alexis Smirnov on Mar 18, 2015

Office 365 Migrations Will be the Biggest Change for SMBs in 2015. Are You Ready?

Migration = Migraines.

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Written by Shannon Wenkoff on Mar 13, 2015

How Should Your Knowledge Management Strategy Evolve?

Search engines and social tools have transformed how we access, share, discover and judge information. 

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Written by Shannon Wenkoff on Mar 05, 2015

In Post-Email World, Mobile Messaging is King

Connecting customers and businesses with mobile messaging creates experiences that are human and effective.

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Written by Alexis Smirnov on Feb 16, 2015

Supporting the Internet of Things: Beyond the Buzzwords

If you are in the tech support industry, chances are you’ve attended a conference, webcast or read a whitepaper talking about how the rise of the Internet of Things (IoT) will impact (and complicate) customer service delivery.

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Written by Shannon Wenkoff on Feb 12, 2015

Inside AppHelp’s 8th Hackathon

AppHelp just hosted its 8th internal hackathon – where ideas were coded into reality.

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Written by Mary Montserrat-Howlett on Feb 04, 2015

Why Companies are “Swarming” for Customer Support

When you’re solving new, complex problems, it’s critical to get the right people working on issues together in order to get to the right resolution faster.

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Written by Shannon Wenkoff on Jan 28, 2015

My Service Delivery Specialist Internship at AppHelp

In the midst of the tumultuous process of filling out job applications and going to interviews, I shaped together what I wanted to gain from my first work internship. 

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Written by Shannon Wenkoff on Jan 23, 2015

Free Social Apptivism Event Happening Tuesday!

Our Social Apptivism event is just around the corner!

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Written by Mary Montserrat-Howlett on Jan 16, 2015

Social Apptivism: Q&A with ASK HIV Founder Josh Robbins

For this customer showcase, we interviewed Josh Robbins, an independent HIV social media activist and blogger from Nashville who used our SupportKit-powered “Ethanifier” code to create the ASK HIV app.

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Written by Mary Montserrat-Howlett on Jan 09, 2015

Why an IT Company is the Best Place to be a Sysadmin

Throughout my career, I’ve had the opportunity to work for different types of companies: a financial institution, a large publishing company and an insurance company. Each of them had a different perspective on IT.

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Written by on Dec 22, 2014

Knowledge Hoarding in the Age of Oversharing

We live in a world where people love to share. Everything. Ultrasound pictures, bathroom selfies- the fact that they’re eating a bacon sandwich right now. 

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Written by Shannon Wenkoff on Dec 17, 2014

My Story Interning as Build Master at AppHelp

As a software engineering student, interning at AppHelp has been a great experience both for my professional development as much as my personal growth.

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Written by Philippe Laferrière on Nov 21, 2014

Tech Support Facts You Can’t Ignore

The rising complexity of interconnected technology environments in the multi-vendor landscape is a tough challenge for tech support teams.

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Written by Patrick Charbonneau on Nov 04, 2014

Movember is Here… And We’re Bringing Back the Moustache!

This November marks the 4th year in which AppHelp will have a motivated and extremely “stacherrific” group of individuals raising funds for Movember.

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Written by Jonathan Martini on Nov 01, 2014

Come Stop by the Apphelp Booth at KM World 2014!

Knowledge is power and from November 4 to 7, a tidal wave of knowledge is going to be shared at the KM World conference, which will be held at the Grand Hyatt in Washington DC.

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Written by Mary Montserrat-Howlett on Oct 31, 2014

How to Build Your Own Ethan App With SupportKit

Who’s Ethan?

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Written by Mary Montserrat-Howlett on Oct 24, 2014

The Stale Knowledge Base Syndrome

More than half of knowledge management programs fail.

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Written by Patrick Charbonneau on Oct 17, 2014

Striking the Efficiency/Experience Balance in Tech Support

Controlling your support costs while maximizing customer satisfaction sounds like a trade-off, but it doesn’t have to be.

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Written by Shannon Wenkoff on Oct 03, 2014

How to Hire Real Tech Support Heroes

How you hire technical support agents speaks volumes about your customer service and your brand.

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Written by Shannon Wenkoff on Sep 26, 2014

Sproose Brings Your #ootd to Life Through Photo Sharing and SupportKit

If you’re an Instagram user, you’ve probably seen a post tagged #ootd (outfit of the day) come across your feed.

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Written by Shannon Wenkoff on Sep 18, 2014

3 Pro Tips for Effective Live Chat Tech Support

When it comes to solving complex issues, live chat support with remote take-over has many advantages over the phone. Yet many companies still struggle to make it perform to its full potential.

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Written by Shannon Wenkoff on Aug 26, 2014

4 Steps to Knowing Your Users as Well as You Know Your Code

I released Mugshots, my first iPhone app in January 2009, less than 6 months after the app store’s debut and months before the iPhone was even officially available in Canada. With its primitive feature set and plain design, my app earned over 200$ from sales to curious iPhone users.

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Written by Shannon Wenkoff on Aug 14, 2014

The Cost of Multi-Vendor Support

With so many tech products in today’s homes that are increasingly interconnected —and not just in geek households- consumers are facing a whole new set of challenges. As a result, an increasing number of support calls stem from the complex relationships between multiple devices and services. 

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Written by Patrick Charbonneau on Aug 06, 2014

The Path to Building a Recommendation Engine for Tech Support

Recommendation engines have become so popular we now use them every day, from book shopping to picking a movie to online dating. However, the science is still in its infancy and a lot of fine-tuning still needs to be done.

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Written by Alexis Smirnov on Jul 25, 2014

Meet Ringo: A Hacked Amazon Mayday for Mobile Apps

Named the most innovative smartphone of 2014, Amazon’s Fire Phone has a host of neat features that are paving the way for how people interact with their phones. More importantly, the level of service people will come to expect from their technology. With this in mind, we built Ringo – an Amazon Mayday for mobile apps.

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Written by Mary Montserrat-Howlett on Jul 11, 2014

Hacking for Innovation: A Day in the Life of a AppHelp Hackathon

Hackathons are not just about team-building, fun and free gourmet food. They’re a great way to push one’s limits and innovate off the beaten path.

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Written by Shannon Wenkoff on Jun 20, 2014

In Mobile App Support, Context is Everything

What happens when your customers are all over the world and use a variety of different mobile phones, tablets and platforms?

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Written by Shannon Wenkoff on Jun 10, 2014

The Science of Search Engine Relevance

Our new Reveal solution captures support agents’ web searches in Google and provides them with the most trusted  solutions to the tech support problems they’re trying to solve.  It does this by leveraging the experiences of  other agents who have already searched the web to solve similar problems.  One of the first challenges we faced with Reveal was that support agents use the web for things other than tech support as well.

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Written by Alexis Smirnov on Jun 02, 2014

Let Your Tech Support Agents Use the Web

Our research shows that tech support agents are increasingly peeking outside the company’s knowledge base. That’s a good thing for their customers who face a growing range of technology problems.

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Written by Patrick Charbonneau on May 27, 2014

Smaller Players Can Beat Google

Google is a giant, but it’s a general-purpose giant. Several companies –including AppHelp– are providing better targeted results by developing vertical semantic search engines.

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Written by Alexis Smirnov on May 26, 2014

An Ounce of Retention

After-sales support has long been thought of as the poor cousin of sales, but building a loyal customer base can really pay off.

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Written by Shannon Wenkoff on May 23, 2014

Let’s Talk Support

Welcome to our new AppHelp blog, a new space to discuss the ever-growing impact of technology support on the Customer Experience. I’d like start the conversation with a personal story that demonstrates exactly what AppHelp is all about: helping our customers deliver exceptional product support.

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Written by Shannon Wenkoff on May 21, 2014