11 Types of Customer Service: Complete Guide with Pros and Cons
Types of customer service have evolved—and I mean that in the best way possible for customers! Gone are the days when you could only get help by calling…
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10 Help Desk Best Practices for IT and Service Desk
In this guide, I will share the 10 best help desk practices for improving customer service. These best practices aren’t limited to software upgrades, they’re about efficiently using…
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The Ultimate Knowledge Base Article Template With Examples
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…
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How to Write Documentation: A Comprehensive Guide for 2026
Your life can be so much easier once you know how to write documentation—good, helpful documentation that actually gives its users what they need from it. After all,…
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Policy and Procedure Manual: Examples, Templates, and Writing Tips
Not sure how to create a policy and procedure manual, or if your business even needs one in the first place? A policy and procedure manual is a…
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Rule-Based Chatbots: A Beginner’s Guide with Examples
In this beginner-friendly guide, I’ll demystify rule-based chatbots. What they are, how they work, where they shine (and struggle), and much more. By the end, you’ll know exactly…
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Knowledge-Centered Support (KCS): What It Is, Best Practices
Are you looking to adopt a knowledge-centered support strategy for your business? Then this article will help you build a path of least resistance to producing top quality…
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Top 5 Call Center Knowledge Base of 2026
Join me in this comprehensive guide where I share my experience and the best way to proceed with creating a call center knowledge base. Best software and practices….
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Documentation Writer: Complete Role Breakdown (Skills, Salary and FAQs)
A skilled documentation writer can make a huge difference to your support strategy: In fact, self-service documentation can save a ton of money: DIY help articles cost around…
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What Is Omnichannel Customer Service? The Beginner’s Guide
In today’s customer-centric world, people expect support on their own terms. A customer might reach you through social media or a live chat, and it is as important…
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8 Killer Knowledge Base Articles: Examples, Writing Tips
Without articles, there would be no knowledge base, and there are many types of knowledge base articles: informational, troubleshooting, how-tos, documentation, FAQs amongst others. From these, the how-to…
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6 Ways To Use Slack for Customer Support
Planning to use slack for customer support? Here’s everything you need to know before getting yourself in a mess. In the few short years since its arrival on…
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