You need a great knowledge base to help your customers utilize your product and cut down on the need for human support. To help with that goal, we share tons of tips on how to improve your knowledge base’s effectiveness. But here’s the thing: Sometimes it’s easier to learn by example than to follow tips.
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No matter how great your knowledge base is, the cold hard truth is this: Your customers are probably going to need human help at some point. Maybe not right away. Maybe not in the first month. But eventually… And when they hit your “Contact Us” page, the stakes are high. Why’s that? Because there’s an
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Writing a knowledge base is hard enough already. So I apologize for what I’m about to do in this post. I’m going to tell you that it’s not just about the ideas in your knowledge base, it’s also about how you present them.
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This case study takes a close look at Banggood’s experiences using our KnowAll knowledge base theme. Banggood’s Help Center manager Sunny Rhodes was kind enough to give us the full story about why the company made the switch to KnowAll, and he explained the many ways that having a dedicated knowledge base has reduced their need for other support methods.
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We have an amazing story for you inside of how one of our customers is using their knowledge base to support thousands of customers in a smart way…
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GIFs are good for more than just humor. Sure, you might know them most from social media or Tumblr, but that doesn’t mean GIFs can’t be a valuable contributor to helping your customers get more from your knowledge base.
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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 is that a knowledge base can come in just as handy for improving their internal operations. As companies grow and evolve, they often find themselves with a
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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 quite. Hitting publish on your final help article is not the end of your journey. As we’ve touched on before, your knowledge base is the product of
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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 manages the company’s Help Center) about the company as a whole, their support requirements, and the various ways KnowAll fulfills those needs. Ultimately, there are a number of
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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 use all those knowledge base articles to generate revenue, too? I’m here to tell you that you can…if you spend a little time optimizing your knowledge base
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