Knowledge Management Blogs

Whether you already have a knowledge base for customer support or you are thinking of creating one, the big question that you are likely to face is:  How should we create content that clicks with customers? What kind of content would actually help customers solve problems?  That’s where a knowledge base content strategy comes to...

Time isn’t the main thing. It’s the only thing. – Miles Davis Real-Time – A word so overpowering, that if you combine it with anything – customer support, communication, or collaboration, it completely changes the meaning of the entire concept.  Take, for instance, real-time customer support.   Customer support is something various businesses are good at,...

Technical documentation is often thought of as a problem-solving tool equipped with all answers to customers’ questions.  Little do we know that such a document can also help companies market their products and services. Its potential as a marketing weapon is undeniable, but companies are yet to leverage it to the maximum. One reason can...

The COVID-19 pandemic has left the world shocked and shaken. Millions of businesses, both large and small, have been forced to go remote all of a sudden.  While some companies pulled off the transition well, many firms are going berserk with this sudden switch. They have to reset their work systems at a fundamental level,...

The COVID-19 pandemic has cast a gloomy spell on the world, leaving no industry or individual unaffected. With global economic activities at a historic low, businesses are struggling with a shrinking customer base and declining revenue.   The one thing that can help you get through these turbulent times successfully is providing exceptional customer experiences. Unlike...

Creating software documentation is a laborious task requiring technical expertise, good writing skills, and in-depth product knowledge.  The hard work that goes into the process is justifiable, given the innumerable benefits software documentation brings to your business.  From making customers’ journey with your product less overwhelming to guiding developers through the software development process –...

Customer service has got a massive makeover in recent years. Calls and emails are a thing of an era gone by, as customer service today is all about customers helping themselves, and becoming self-reliant.  Thanks to the influx of technological developments, customers have become so accustomed to getting everything in an instant, that the mere...

Step 5. Review, Review, & Review Flawless technical manuals are a result of multiple rounds of reviews that polish the content, making it error-free and ready to roll.  Writing is just one aspect of writing technical manuals. What’s equally important is reviewing it deeply to spot every possible error so that the ultimate output is...

To stay relevant and competitive in the market, simply focusing on customer happiness won’t suffice. Times are changing, and you need to move past customer happiness and take a step ahead by focusing your energies and channelizing your efforts towards customer delight.   For achieving this, the first thing that comes to your mind is your...

Customer service has become a major differentiator to gain an edge over the competition. Customer expectations of service quality are also on the rise, with more and more clients becoming intolerant with brands that fail to meet their expectations.  In fact, 91% of dissatisfied customers leave brands without complaining, which means companies lose the opportunity...