10 Best Technical Documentation Software Solutions
One sure way to make the process of creating, publishing, and maintaining technical documentation even more tedious is to use a half-baked technical documentation software. So many things…
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How to Create a WordPress Document Library
Among the few things you most probably need but don’t know that you need is a WordPress document library. Why? Well, because document management is a real problem,…
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Heroic Insider – December 2020
Knowledge is one of those intangible assets of your business that lives inside your people’s heads. Naturally, accessible only to them. That probably explains why your employees could…
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Knowledge Transfer: What It Is And How to Implement It
Technically, knowledge transfer is the process of transferring knowledge from one place to another. Events like mergers invoke this process. When companies merge, the acquiring company transfers the…
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What Is Tribal Knowledge? And How to Start Capturing It
Your business’s knowledge capital — made up of intangible knowledge assets — is at more risk than you can imagine. Because a significant part of it lives in…
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Heroic Insider – November 2020
Documenting your business processes and procedures helps you draw from your hard-earned knowledge that came with endless hours of “figuring stuff out.” Naturally, when you know what you…
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What Is Process Documentation? And How to Document Your Processes the Right Way
Processes are the lifelines that run a business. Documenting processes — or the process of process documentation — lies at the heart of business process management and helps…
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How to Write Thorough Step-By-Step Standard Operating Procedures (SOPs)
Standard operating procedures — also called standing operating procedures (or simply SOPs) — are sets of step-by-step instructions to complete specific tasks or operations. In other words: they’re “how-tos.”…
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Heroic Insider – October 2020
Customer service impacts a business’s bottom line like nothing else. In one research (with 10,500 businesses), Salesforce found that businesses that prioritize customer service get “real,” tangible results:…
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The 3 Types of Customer Service (and How to Implement Each)
There are just three types of customer service. One is hands off, works 24/7, and can resolve 20% to 40% of support requests. The second involves “real” human…
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10 E-commerce Customer Service Best Practices to Go from Good to Great
E-commerce customer service presents some unique challenges that most B2B and service businesses don’t struggle with. A large customer base coupled with the volume of transactions result in…
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Heroic Insider – September 2020
If you want to reduce your support costs, you need to shift left. Shifting left — an idea that comes from the IT service model but applies to EVERY business —…