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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Here are our HeroThemes blog highlights, support resources and WordPress news this month. Highlights From Our Blog The Ultimate Knowledge Base Article Template (Infographic) Distilled from HeroTheme’s experience working with some of the best help sites around the web, our guide to the Ultimate Knowledge Base Article Template includes a handy breakdown of the 9
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You probably spend a great deal of time and effort on SEO optimizing your main website. SEO wouldn’t be a multi-billion dollar industry if it didn’t help people reach new customers. But do you put the same amount of thought into SEO optimization for your knowledge base? I mean, if you’re doing your knowledge base
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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…
Read More Inside: a cheat sheet of 4 customer survey questions that can uncover interesting business insights & 5 WordPress trends you don’t want to miss this year…
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It’s been a long time coming, but customer support has emerged as one of the key differentiators across all manner of increasingly competitive markets. Whether in high-profile examples such as Zappos, or the steady stream of people investing in our own knowledge base software every day, we’re seeing more and more companies starting to take
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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 found once you fully embrace this mind shift – particularly when it comes to gathering customer testimonials. Despite their effectiveness, a shocking amount of businesses either don’t
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