Heroic Insider – February 2020

By Disha Sharma

If you didn’t get around to building your help center in January … now is the second-best time.

To start with, you’ll need a tool to create one and some direction into support content creation so you can populate it quickly. Today we’ve got both for you.

Not just that, if forums are your thing, we’ve found tips that will help you take it to the next level.

Here goes…

From Our Blog

5 Benefits Of Building An Open-Source Knowledge Base

A SaaS knowledge base solution sets you back by $120/mo on average for four to five users. In contrast, a full-blown open-source knowledge base alternative like KnowAll comes with a reasonable annual pricing from $149 for unlimited users. But pricing isn’t the only benefit of going with an open-source help center solution. Here are the others.

What Is Knowledge Sharing And Why It’s Important For Businesses?

28% of your support agents’ workweek is spent looking for information. This is true for all the knowledge workers at your company, not just for your support staff. Here’s where building a culture of knowledge sharing helps.

On Providing Customer Support and Developing Support Content

Creating the Perfect Style Guide for your SaaS Knowledge Base

A hands-on guide to delivering an on-brand knowledge base that’s consistent with your brand’s voice and takes an appropriate tone for each tutorial, how-to guide, explanation, and reference material in your knowledge base mix. It gives you practical ways to standardize how you write and format your support content.

How to Make Employees Your Customer Community Superpower

Insights into how engaging your employees can take your forum from being a watercooler of conversations for your community to a strategic customer service and brand advocacy channel. From running an Ask Me Anything hosted by your founder to building a community roll-out strategy for new features and updates and everything in between, learn how to tap your forum for more.

WordPress News

Gutenberg 7.2 is Here

As we wait for the next big WordPress release (v 5.4) expected in March, Gutenberg users get a nice update. Gutenberg 7.2 introduces two much-requested features (one that allows users to post two buttons side by side and another enabling setting image sizes in galleries) among dozens of improvements. Note that eventually all WordPress websites will have to upgrade to the Gutenberg editor as official support for the classic editor will end on December 31, 2020.

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