Knowledge Management Blogs

Successful customer support requires a lot more than just hiring the right team.  With customer expectations mounting to new heights and agents’ workload increasing by equal measure, customer support is becoming a rough terrain laden with numerous challenges.  But, as they say, every problem has a solution. Knowledge-centered support (KCS) can give you a competitive...

Are you searching for the best Help Scout alternatives that can meet your knowledge base requirements?  If yes, you’ve come to the right place! Help Scout is undoubtedly a great customer service tool that offers ticketing as a core service and also supports other offerings, including chat, knowledge base, and in-app messaging.  But, if you...

Let’s admit it. Company policies and procedures can give a hard time to your employees. Sometimes they just go over the head, and sometimes they seem like a bunch of dos and don’ts that are sheer common sense.  But if you think deeply, they are much more than this circle of dos and don’ts that...

Suppose you are facing an issue with your credit card and want an urgent solution.  Would you walk up to the bank, call customer care to wait for hours, or email their support team only to get a response two days later?  The answer is clearly a No! You would rather expect to find an...

Every second that customers wait for your response, takes them closer to a faster, better competitor.  This is a huge price to pay for delayed responses and less-than-perfect experiences.  But, your agents can only do so much.  Calls, emails, tickets coming from all directions, every minute and every single day, can drive agents bonkers. They...

  No matter how good your SaaS product is or how much you’ve spent on promoting it, if you fail to provide delightful SaaS customer support, you fail your customers, too! The industry has grown 500% in the last seven years, pushing businesses to prioritize product development and customer support. So, how do you navigate...

Did you ever imagine walking into the office on your first day at work and getting to know the key players from your team over doughnuts and coffee? Well, that’s how the onboarding program at Zumper goes. Google leads the way when it comes to innovative onboarding programs and naturally excels at making employees feel...

From the smallest of startups to the largest of enterprises, there is only one thing that can guarantee consistent growth and success, and that is customer experience.  Even with rapid technological advancements, many businesses are still stuck in cracking the code to customer happiness.  What makes customers tick? What is the formula to win their...

In this digital age, information overload has made knowledge management increasingly important for organizations. While consolidating business knowledge still remains one of the most arduous challenges companies face, leveraging this knowledge for business growth is a goal that’s even more far-fetched. For most organizations, regardless of their size, a Knowledge Management System (KMS) is the...