Utilizing an external knowledge base is becoming increasingly popular for support teams and help centers. These customer facing solutions are containing content such as product manuals, technical specifications, and FAQs which customers can access online to find answers quickly.... read more
Having a knowledge base content strategy as part of your business operations is more important than ever. It is, in its simplest form, a proactive approach towards knowledge-sharing and self service support across many forms. Developing a knowledge base content strategy can allow... read more
Welcome knowledge base writers! Are you looking for ways to make writing knowledge base articles easier and more fun? If so, then a knowledge base style guide is the answer. It's like having your own personal assistant providing best practices and advice on how to write a... read more
Precisely what is the difference between a corporate wiki and an internal knowledge base? And which one should your organization use? This article will explore the similarities and differences between corporate wikis and internal knowledge bases so that you can make an informed... read more
Welcome to the internal knowledge base! This is a place where team members can share information and expertise with each other. The goal is to help everyone on the team to be better informed and more effective in their work. The internal knowledge base is a great resource for... read more
Customers are always looking for answers, and as a customer support specialist, you're the go-to person for providing those answers. But what kind of knowledge do you need to include in your knowledge management strategy in order to be successful? Here are 10 types of knowledge... read more
In the modern world, knowledge is power. Having access to accurate and up-to-date information can make all the difference in achieving success. For businesses, this knowledge is essential for providing quality customer service. Two significant ways to store and share knowledge... read more
Organizations are under constant pressure to do more with less. Every single business needs to meet this challenge, leverage new technology, optimize, and resolve customer issues even faster. It never ends. Speed and smooth workflow are important particularly in customer service.... read more
Metrics of performance are the lifeblood of business success - without them how would you measure if a project is actually successful or not? It's basically like trying to climb a mountain blindfolded – it may be an adventure, but you're almost certainly never going to make it to... read more
A knowledge base is one of the most underrated tools not only in customer support but also in business. Sure, it looks simple and boring. It looks like something that a librarian would love to take care of. The truth is that there's more to the picture than meets the eye. This... read more
If you work on a support team that uses a knowledge base, then creating, sharing, and updating help content is probably your bread and butter. A help article, in order to be effective, needs to tick a few boxes. After all, they are supposed to be a quick solution for customers in... read more
If you already have the idea of building a knowledge base, you’re halfway there. In this article, you’ll find everything you need to turn this idea into an effective knowledge base: tools, best practices, step-by-step instructions, examples, and more. Customer experience (CX) is... read more
Back in the day, when customer support teams had to rely on physical binders and folders to store information, it was pretty common for companies to create their own knowledge base systems. But as technology evolved, so did the way customer support departments gathered and shared... read more
Whether it's a recent sales report, a company policy, or a piece of feedback, your business produces information on a daily basis. Creating and managing knowledge is key for digital collaboration and efficient, cost-friendly workflow. This is where a knowledge management strategy... read more
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