As companies grow and evolve, they often find themselves with a wealth of information and procedures that employees need to know and follow. And things quickly become chaotic…
Continue Reading →You probably have preconceived notions when it comes to customer service. But have you ever stopped and looked at what the actual customer service statistics are telling you…
Continue Reading →In this big data world, there’s a push to measure anything and everything – including customer service. But customer service metrics are only useful if they help you…
Continue Reading →When a key employee leaves, teams often fall into chaos — knowledge gap, wasted time, miscommunication, inconsistent processes… Sound familiar? This happens all too often, and the reason…
Continue Reading →Angry emails aren’t rare. But knowing how to respond to them calmly and professionally? That’s a skill that sets good communicators apart. You’ll eventually face a message filled…
Continue Reading →Product documentation…it might not be the sexiest part of running a business, but it’s a key area that you shouldn’t overlook if you want your business to be…
Continue Reading →First impressions matter. When a user tries your product for the first time, a well-crafted Getting Started Guide can make all the difference. It’s the friendly tour guide…
Continue Reading →What is a knowledge base? A knowledge base is a self-help digital repository that centralizes guides, tutorials, documentation, and FAQs related to a company’s products, services, operations, or…
Continue Reading →What is IT Help Desk? IT (or information technology) help desk—your go to solution for system, hardware, software, or service related problems. Its a fast-moving support system that…
Continue Reading →What Is Software Documentation? Software documentation is content that helps end-users, developers, and/or your employees understand your software and use it to effectively accomplish their goals. Typically, you’ll…
Continue Reading →What is Knowledge Transfer? Technically, knowledge transfer is the process of transferring knowledge from one place to another. Events like mergers invoke this process. When companies merge, the…
Continue Reading →At this point, you’ve created your knowledge base. You researched your customers’ tripping points. You wrote some awesome help articles. Now you’re done. Finished. Finito…right? Sorry, but not…
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