Matt Blythe

is a Silicon Valley veteran who has seen it all. Matt holds two undergraduate degrees and a Master's from Stanford University in computer science and economics.
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Recent Posts

AnswerDash Named a Cool Vendor in Gartner's 2015 CRM Customer Service Report

We always wanted to be one of the "cool kids." Now we are.

On April 9, Gartner analysts  released their report entitled, "Cool Vendors in CRM Customer Service and Support, 2015," and we are excited to find AnswerDash named on the list.

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Topics: Website Self-Service, Company News

Why You Need to Worry About the Questions Your Website Visitors DON’T Ask

It turns out that G. Pettie was WRONG when it comes to your customers and your website. What you don't know actually really can hurt the success of your website and your conversion rate. Jake Wobbrock, our CEO, recently wrote a guest post for the HubSpot blog on this exact topic:

Why You Need to Worry About the Questions Your Website Visitors DON’T Ask

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Topics: Website Conversion Optimization, Customer Experience, Customer Service/Support

3 Strategies for Using Customer Feedback As a Pre-Support Tool

How are you tracking customer feedback? How strong is your support strategy?

While customer feedback and your support strategy aren’t exactly one and the same, they do go hand-in-hand. Who do you think can help you determine the best approach to providing a great customer experience?

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Topics: Website Self-Service, Customer Service/Support

The Battle Between Website Self-Service and Live Chat Customer Service

You know that feeling when you solve your own problem without having to ask for help? That feeling of complete self-reliance and control…? No need to turn to a friend, a peer, a call center or even a live chat operator, because you have found the answer you were looking for?

Website self-service is a dynamic tool that will leave your customers feeling empowered and satisfied.

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Topics: Website Self-Service, Website Live Chat

How to Make your Live Chat Solution 80% Better in 20 Minutes

Does 80% seem like an impossible claim? Give me a few minutes and I will show you exactly how. At AnswerDash, we have been hard at work studying how live chat works for the companies that use it as well as their website visitors. We have talked to many companies that use live chat today and we have implemented it for ourselves on our own AnswerDash site. In fact, you can try it for yourself right now by clicking the tab on the right of the screen. Wait... That doesn’t look like a live chat tab, does it? (If you want to know more, skip straight to getting started.) We have also talked to many live chat end-users and asked them what they really want from the chat experience. After talking to both companies and users, here is what we discovered about live chat.

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Topics: Website Self-Service, Website Live Chat

How Customer Success has Changed Customer Support

When was the last time you picked up the phone and called a company to get help? It’s probably been a while. Most companies today do everything they can to prevent you from calling them, making e-mail or “contact us” forms easier options. And let’s be honest, the idea of having to call a company, only to wait on hold and then ask a stranger for help, is not something most of us want to do on a regular basis. So to get help today, you end up having to press "send" and play the waiting game, having no idea exactly when you will get an answer to your question.

What a waste of time that can be...

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Topics: Website Self-Service, Customer Service/Support, Customer Success

Customer Service is Not the Same as Customer Success

As a small (and growing) business, we focus a lot of our efforts on generating new leads and finding new potential customers. We have to work twice as hard because our brand name isn’t as well-known as our larger, more established competitors. Not only do we have that working against us, but also all of our competitors are only one click away.

According to management professional Gregory Smith, on average, businesses lose about 15-20% of their customers each year to their competitors.

That is a pretty big chunk of customers. Especially for SMBs! So how do you keep your business from losing your customers and keeping a higher ROI?

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Topics: Website Conversion Optimization, Customer Experience, Customer Service/Support, Customer Success

THE DIGITAL JOURNEY: Make Your Website a Customer Success Destination

If we’re going to talk about a great customer experience, we have to make sure we actually know how to please our customers. Haven’t you heard the saying, “Success is a journey, not a destination?” While this was attributed to Arthur Ashe, an American tennis player, it is very appropriate for digital marketing professionals when thinking about a user's journey through a website toward a purchase or conversion.

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Topics: Website Conversion Optimization, Customer Success