4 Key Tips for Implementing an Internal Knowledge Base
Many businesses implement a knowledge base for their customers or clients – it can be a huge boon to customer service. What a lot of companies don’t realize…
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How Analytics Can Make Your Knowledge Base More Efficient
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…
[Case Study] How When I Work supports a growing customer base with limited resources
In this first case study, we find out more about When I Work’s experience with the KnowAll knowledge base theme. We spoke with Senior Technical Writer David Braasch (who…
How to Make Your Knowledge Base Articles Hungry for Conversions
You might already know how much money a quality knowledge base will save you in terms of reduced support costs. But do you know that you can actually…
How to SEO Optimize Your Knowledge Base (And Why You Need To)
You probably spend a great deal of time and effort on SEO optimizing your main website, but do you put the same amount of thought into SEO optimization for your knowledge base?
The Ultimate Knowledge Base Article Template (Infographic)
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…
How to Ask for Customer Testimonials in a Non-Cheesy Way
Turning customer support into a profit centre rather than a money pit is a recurring theme here on the blog, and there’s a lot of gold to be…
Can Onboarding Be Used to Slash Your Support Queues?
Though the initial rush to market for most firms is all about getting products and services out the door, long-term success ends up being all about nailing down every…
4 Reasons You Should Start Conducting In-Depth Customer Interviews Today
As providers of cutting edge knowledge base solutions, our focus here on the blog is naturally based around incoming customer activity. We go above and beyond to make sure you’re…
How Much Video Should Really Be in Your Knowledge Base?
Thanks to tools such as our own Heroic Knowledge Base plugin, putting together the perfect knowledge base is an increasingly straightforward affair on the technical side of things….
The 4 Types of Nightmare Customers Your Support Staff Needs to Know About
Anyone who’s spent a significant amount of time working in customer support knows that certain personality types tend to repeatedly pop up – and they’re not always pleasant…
Can Slack replace email as a Support Channel?
In the few short years since its arrival on the scene, Slack has grown from being a niche tool of the technorati into an increasingly omnipresent team communication…