We’ve all been there: Waiting for the account activation email that never came. Or the password reset link that never arrived. Blame it on the “WordPress-Not-Sending-Emails” issue, but…
Continue Reading →One sure way to make the process of creating, publishing, and maintaining technical documentation even more tedious is to use a half-baked technical documentation software. So many things…
Continue Reading →The key to meaningful FAQs lies in framing its questions just as the users ask them. So, here are 3 practical writing hacks to stop poor questions from stealing the effectiveness of your FAQs.
Continue Reading →Processes are the lifelines that run a business. Documenting processes — or the process of process documentation — lies at the heart of business process management and helps…
Continue Reading →Standard operating procedures — also called standing operating procedures (or simply SOPs) — are sets of step-by-step instructions to complete specific tasks or operations. In other words: they’re “how-tos.”…
Continue Reading →Among the few things you most probably need but don’t know that you need is a WordPress document library. Why? Well, because document management is a real problem,…
Continue Reading →There are just three types of customer service. One is hands off, works 24/7, and can resolve 20% to 40% of support requests. The second involves “real” human…
Continue Reading →Your business’s knowledge capital — made up of intangible knowledge assets — is at more risk than you can imagine. Because a significant part of it lives in…
Continue Reading →Do you know how much money you spend each time a customer contacts you for support? We look at 3 simple ways you can find out.
Continue Reading →Technically, knowledge transfer is the process of transferring knowledge from one place to another. Events like mergers invoke this process. When companies merge, the acquiring company transfers the…
Continue Reading →E-commerce customer service presents some unique challenges that most B2B and service businesses don’t struggle with. As B2B e-commerce trends evolve, businesses are expected to provide more seamless,…
Continue Reading →
