Why Self-Serve Support Is Only as Good as Content
Although investing in self-serve support is a great idea, it’s not enough. In this article, discover why you need to focus on providing good content to your users to ensure its success.
Category: Knowledge Management
Knowledge management within a company is kind of an art. Discover how to be the Michelangelo of knowledge management with the latest trends and technologies.
Your help site has a huge SEO potential. Here’s how to take advantage of it.
With 66% of web searches ending with no clicks, it is not only imperative for websites to appear on the first page of a Google search; important help content must also appear in SERPs.
How to Better Manage Knowledge Using Versioning & Drafts
Knowledge is never static. It is transformed, changed, or altered over time. Discover how to better manage knowledge with versioning & drafts
8 Best Practices to Boost Your First Contact Resolution Rate
FCR reduces churn and turns customers into brand fans, but how do you increase your first call resolution rate? Here some best practices!
How to Face the ‘Great Resignation’—and Increase Employee Retention
If you’ve been away for the past few weeks or months—let’s say on holidays or on a spiritual retreat—you might have not heard about the Great Resignation yet. It’s been all over the media and CEOs around the world are throwing up their hands. But what is really happening, and also, why?
Boost Confidence and Customer Service With AI-Driven FAQ Software
Discover in this article why implementing a smart FAQ or knowledge management solution can help answer customer requests and doubts and strengthens brand loyalty and trust.
Chatbot Intents: How to Build the Perfect Customer Experience From FAQs
Chatbots can become the most effective way to serve customers if companies understand how to correctly implement their FAQs into a knowledge base as chatbot intents.
Top Knowledge Management KPIs To Bring Power To Your Strategy
We’ve listed the top Knowledge Management KPIs to help you make sure your KMS strategy is solid and leads to success.
Everything you need to know about Knowledge Management
Knowledge is a key asset in every company, it is what allows your staff, and your organization to perform. Knowledge is power. But what is Knowledge Management and why implement a Knowledge Management System?
Top Tips to Improve Knowledge Management and Make your Business Smarter
Knowledge is power… but you need a solid system in place to extract that power successfully. In a customer-centric era focused on providing services with intelligence, availability, and excellence, implementing a knowledge management system (KMS)…
How to Boost your Digital Customer Experience
With the rise of digital channels and online shopping in the past decades, digital customer experience has become extremely important for companies around the globe in order to attract and retain customers. So as a…
Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI
According to IBM, businesses globally spend over $1.3 trillion each year in order to handle approximately 265 billion customer service calls. Self-service solutions, such as chatbots and knowledge management, can help businesses save on customer…
Self-service: a Key to Reducing Dissatisfaction in Customer Relations
Any online customer service inevitably has to deal with unsatisfied customers. Whether on social networks, by email or in comments, dissatisfied customers will let your business and the whole world know that they’re unhappy. Self-service…
How to build the perfect knowledge base: the tools you will need
The advantage of employing an effective knowledge base is clear and the results are a win for both customer and company. But how do you build one?