Knowledge Management Blogs

Popular Articles

Top 10 Help Scout Alternatives for 2024

Top 10 Help Scout Alternatives for 2024

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...
How to Create Policy & Procedure Manuals

How to Create Policy & Procedure Manuals

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...
Customer Self-Service Portal: The Present & Future of Customer Support

Customer Self-Service Portal: The Present & Future of Customer Support

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...
Automated Customer Service: Take Your Customer Support to the Next Level

Automated Customer Service: Take Your Customer Support to the Next Level

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...
Guide to SaaS Customer Support: Best Practices & Examples

Guide to SaaS Customer Support: Best Practices & Examples

  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...
Employee Onboarding: How to Use Your Knowledge Base Effectively

Employee Onboarding: How to Use Your Knowledge Base Effectively

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...
What Is Customer Portal Software and Why Is It Important?

What Is Customer Portal Software and Why Is It Important?

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...
Knowledge Management System (KMS): The Ultimate Guide

Knowledge Management System (KMS): The Ultimate Guide

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...
Top 12 Help Authoring Software Solutions and Tools in 2024

Top 12 Help Authoring Software Solutions and Tools in 2024

Modern customers, by and large, are speed demons.  They need intelligently designed self-service platforms that can provide help in a few clicks and swipes. What happens when you fail to meet their expectations? Your hard-earned customers turn to your competitors for a better, fulfilling experience.  You can prevent that from happening by taking ‘help’ closer...