Heroic Insider – January 2019

By Disha Sharma

If you’re looking to make 2019 your best service year yet, launch TIER 0 support. 

Tier 0 or self-service support is a win-win – it improves your customer service experience and saves you hundreds of support tickets (and hours) each month. It’s very cost-effective as well.

And it’s popular with your users, too. In fact, 91% of your users prefer using self-service channels (such as knowledge bases and FAQs) over contacting your support.

Working on your tier 0 support channels is a great way to take your customer service to the next level in this new year!

And in case you’re looking for the best self-service solutions to use on your WordPress website or want to learn more on how to approach creating your self-service content, check out all the cool resources from today’s issue and you’ll be off to a great start!

Here goes…

From Our Blog

How To Create A Knowledge Base On WordPress The Easy Way

About 50% of your customers prefer getting support through a knowledge base. So if you don’t have one on your website yet, it’s time you add one. Here are some free and premium WordPress themes and plugins for creating a knowledge base for your website.

The Ultimate Knowledge Base Article Template (Infographic)

Here’s a knowledge base article template to help you write the most easy-to-follow support docs that your users can use to resolve their support issues, without having to contact you.

On Providing Customer Support and Developing Support Content

What is Tier 0 Customer Support?

Optimizing their self-service experiences is one of the top three priorities of companies that want to improve their customer service. Here’s a primer on how self-service or tier 0 support works and how you can get started.

10 Best Knowledge Base Examples of 2018

Here’s how you can set up the perfect and most useful knowledge base for your company by applying the lessons distilled from these ten excellent knowledge base examples. Learn about the features to offer, the best writing style to use, the different content formats to support, formatting tips and much more.

WordPress News

WordPress 5.0.2 Maintenance Release

WordPress 5.0.2 is now available! This release focuses on optimizing the performance of the new block editor (which many users have found to be “slow”). So if you’re using the new editor for creating your posts and have been struggling with slow performance, this release will bring you some relief.

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