• The Ultimate Knowledge Base Article Template

    The Ultimate Knowledge Base Article Template (Infographic)

    In this guide to the ultimate knowledge base article template I’ll show you how to create a profit-boosting, customer-retaining, support-request-reducing, overall awesome knowledge base. Read on to find out how… You spend an enormous amount of time and energy trying to acquire new customers. But do you put the same effort into retaining the customers […]

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  • 5 Reasons Why Everyone on Your Team Should Do a Support Stint

    It’s been a long time coming, but customer support has emerged as one of the key differentiators across all manner of increasingly competitive markets. Whether in high-profile examples such as Zappos, or the steady stream of people investing in our own knowledge base software every day, we’re seeing more and more companies starting to take […]

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  • How to Gather and Display Customer Testimonials in a Non-Cheesy Way

    Turning customer support into a profit centre rather than a money pit is a recurring theme here on the blog, and there’s a lot of gold to be found once you fully embrace this mind shift – particularly when it comes to gathering customer testimonials. Despite their effectiveness, a shocking amount of businesses either don’t […]

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  • KnowAll Product Update – January 2017

    Last year we released KnowAll, our knowledge base theme that combines all the best and most requested features from our best-selling themes. Over the last year, we’ve released 14 new updates with new features, improvements and bug fixes. Here’s a highlight of some of the best ones you might have missed. What’s New? New Setup Assistant […]

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  • 4 Reasons You Need to Start Tracking Retention Today

    Regardless of what type or size of business you’re running, customer acquisition is a subject that’s never too far from the top of the worry tree. Keeping that stream of incoming customers nice and steady is inevitably going to occupy a huge amount of both you and your team’s daily efforts. Holding onto those customers […]

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  • Can Onboarding Be Used to Slash Your Support Queues?

    Though the initial rush to market for most firms is all about getting products and services out the door, long-term success ends up being all about nailing down every aspect of actual user experience. It’s not enough simply to ship, you also need to take care of business past the sale. The right type of onboarding […]

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  • 4 Reasons You Should Start Conducting In-Depth Customer Interviews Today

    As providers of cutting edge knowledge base solutions, our focus here on the blog is naturally based around incoming customer activity. We go above and beyond to make sure you’re able to reduce support tickets, and elegantly handle the stream of requests that come your way every day. However, there’s also an enormous amount to be said for […]

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  • How Much Video Should Really Be in Your Knowledge Base?

    Thanks to tools such as our own Heroic Knowledge Base plugin, putting together the perfect knowledge base is an increasingly straightforward affair on the technical side of things. That being said, you’ll still need to put in some serious mental effort planning your structure, and considering what types of content to present to your users. […]

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  • The 4 Support Strategies That Make Premium Theme Authors Stand Out

    As WordPress continues its march towards 50% of the market, the competition among both premium plugin and theme developers is hotting up. With more and more money at stake, it’s becoming ever harder for developers to truly make their products stand out. As consumers become both choosier and better informed, customer support is increasingly emerging […]

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  • The 5 Key Support Basics Plugin Authors Have to Get Right

    As a plugin developer, you’re naturally going to be spending a huge amount of time fine-tuning the functionality of your product, and making sure it’s hitting it out of the park for your target customers. However, in an ever more crowded and demanding commercial plugin market, consumers are increasingly making judgements based on the level of […]

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