Inline Manual

Inline Manual provides a service to guide, support and engage prospects and customers right within an application. Easily create product walkthroughs, on-boarding guides, new features announcements, tooltips and manageable product documentation.

Used and loved by small and big companies to get customers up to speed in no time, available for any web based product. All this without any coding.

Some of the companies using Inline Manual: Pearson, pipedrive, eToro, Miovision, University of Michigan, iForex and many others from all around the world.

Founder

Eventhunt.io

Eventhunt is a Product Hunt like platform for tech/startup events in your city. It is for people who want to socialize, learn new things, get new opportunities (investors, free business advise) in the area they are in and also to help to get to know people when they move to a new location or want to get more involved while traveling.

Co-founder

Frontendunited

Organiser - travelling conference for designers, developers & drupalistas from all kinds of backgrounds - focused workshops, talks & sessions on design, frontend engineering & Drupal. (2010 Prague, 2011 Berlin, 2012 Amsterdam, 2013 UK)

Organiser

Atomic Ant Limited

Drupal developer, designer, themer, project manager

Owner

UBS Wealth Management

While being a senior Drupal developer, I started an initiative to bring into our workflow user centric design.

Senior developer, pushing User Centric Design

Drupal development, improving user experience/usability of an internal support portal. Improving processes when it comes to deployment and analysis.

Senior web developer

Drupal.org

Developer

Turner - Capgemini

Front-end and Drupal development for HLNTV.com

HLN TV

BrightTALK

Drupal developer

freelancer

Drupal developer, web designer

I'm the Founder of Inline Manual. I've worked directly with hundreds of clients serving millions of users each year. My experience working in front-end development and design lead me to user experience. Soon I realized what was missing: a way to allow the marketing and content teams to create in-app guidance on the fly. With Inline Manual, we help our clients improve onboarding and feature adoption, in a flexible and customizable way. Message me about how I can implement a better user-onboarding for your end-users with Inline Manual.

Marek Sotak

Zendesk

Klaus has been acquired by Zendesk.
I am writing, editing and and updating help center articles, focusing on graphics and instructional videos as well. In our team, we are analyzing customer interactions to understand and fill in the gaps in the public facing documentation, allowing for an improved self serve experience.

Self-Service Specialist

Klaus

- Creating and maintaining the external and internal Knowledge Base to ensure that it's always up-to-date and provides accurate information. Frequent collaboration with different teams to gather the latest updates and changes.
- Mentoring agents to ensure they have a deep understanding of our Knowledge Base, and can effectively utilise it in their interactions with customers by doing reviews and other forms of training if necessary.
- Working on the content for our chat bot. This involves making sure that the bot is equipped with the most recent and accurate information, and that its responses are clear, concise, and helpful to our users.
- Reviewing tickets in which chat bot interacted with customers, analysing results of these reviews and making necessary changes to increase accuracy and resolution rate.
- Reviewing agent tickets and analysing the results to make sure gaps in knowledge are plugged.
- Providing assistance in handling escalations and complex conversations.

Knowledge Manager

Providing customers with recommendations on best practices to optimize their experience and maximize value from the product. Working closely with different departments to ensure timely resolution of customer issues, fostering efficient communication across teams. Acting as a liaison between customers and the Product team, relaying valuable feedback and suggestions for product improvement. Monitoring and communicating bug fixes to customers, ensuring they are informed about updates and improvements.

Ownership over developing and maintaining comprehensive internal documentation, including standard operating procedures and training materials, to ensure efficient customer support processes. Creating and updating external documentation, such as FAQs and product documentation, to enhance the self-service experience for customers and facilitate their understanding and use of the product.

Provided mentorship and training to customer experience specialists, offering guidance and support to ensure the delivery of exceptional service and consistent customer satisfaction.

Senior Customer Experience Specialist

I'm answering customer's inquiries, sharing their feedback with our developers, advising on best practices on conversation reviews (QA) with Klaus.

My job also includes writing Knowledge Base articles as well as enriching our internal database.

Customer Experience Specialist

heloo (Previously Q Experience)

Second level technical support for tado° GmbH

Senior Customer Service Agent

tado° GmbH - Product consulting, direct sales, and technical support with the usage of Zendesk and Intercom for the UK market. E-mail, chat and phone support.

heloo - English language check for new candidates

Customer Care Specialist/Technical support

Running in the fields of Customer Experience. 
I'm focusing on Knowledge Base management, enabling and empowering customers to self-serve and utilize the publicly available documentation. Stong believer in "help the customer help themself". 

Interested in gadgets, innovations, self-improvement, cats and skydiving. 🪂

taplio

The Battle

Marek Sotak

Dajana Novak

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