Heroic Insider – July 2019

By Disha Sharma

A whopping 88% of companies believe that self-service will be the fastest growing customer service channel in 2021.

So if you want to future-proof your customer service strategy, now is the time to add self-service tools like a knowledge base to your service mix.

And to help you do so, today we’re showing you an easy way to add a knowledge base to your website. Not just that, we’re also giving you a template to populate your knowledge base with quality articles super-fast.

Also, find tips on removing friction from your support experience and optimizing your customers’ account cancellation process.

Here goes…

From Our Blog

How To Create A Knowledge Base On WordPress The Easy Way

Add a living, breathing knowledge base to your WordPress website in a few simple steps with this tutorial. This one-time setup will help you empower your customers to help themselves (without having to raise support requests and wait for your assistance even for simple issues!), save you many support hours, and help bring down support costs dramatically.

The Ultimate Knowledge Base Article Template (Infographic)

We came up with this ultimate knowledge base article template after analyzing thousands of the best-performing knowledge base articles that our customers have published over the years. This is a go-to resource for anyone looking to write quality support content that isn’t just easy to read and follow but also gets done in half the time.

On Providing Customer Support and Developing Support Content

Five Ways to Eliminate Customer Service Friction

In this quick read, customer service expert Shep Hyken discusses the most painful points of friction most customers experience when requesting support. Discover what these high-friction points are and work on them to give your customers the ultimate friction-free support and service experience they deserve.

Optimizing the Cancellation Experience: What’s the Right Amount of “Friction”?

Optimizing your customers’ account cancellation experience is tricky: Go for a high-friction approach and you’ll risk even more negative reviews, and go for a low-friction one and you’ll lose customers you could have otherwise simply downgraded to a cheaper plan and retained. So what do you do? Find the optimal approach here.

WordPress News

WordPress 5.2.2 Maintenance Release 

This month WordPress shipped another quick maintenance release (version 5.2.2). This update fixes 13 bugs and improves the Site Health feature introduced in WordPress 5.2. Update to this latest version if you haven’t already.

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