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How to Set Up Your Dream Customer Support Operations Team

One thing that can give you a definite edge over the competition is the quality of your customer service. Research by Microsoft testifies this pretty well: Image Source: ProProfs To meet these expectations, simply having a powerful customer support team doesn’t suffice, especially during times when your business is going through rapid development or a...

10 Major Features Your Knowledge Management System Should Have

Nothing is more frustrating and futile than spending hours searching for information you know exists within your organization. Thanks to knowledge management features and capabilities, you can conveniently, safely, and authentically store, retrieve, and share information across your organization. According to a McKinsey Global Institute Report, implementing a knowledge management system can minimize the time...

Knowledge Base Content Strategy for Top-Notch Customer Experience

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...

Delight Your Customers With Real-Time Support

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: A Powerful Marketing Tool for Businesses

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...

How to Create Software Documentation: Best Practices & Tips

Knowing how to write software documentation is both an art and a science, as it serves as the bridge between complex software functionalities and their users. According to a Stack Overflow survey, 34.7% of developers said poor documentation represents one of the most significant challenges they face at work. Effective documentation solves these challenges, like...

How to Create a Self-Service Help Center

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...

Guide to Technical Manuals: How to Create, Types & Examples

Uncompleted tasks and frustrated customers become a common sight without a guiding resource like a technical manual. Technical manuals are designed to provide step-by-step instructions, troubleshooting guides, and best practices to enable users to utilize the full potential of your product or service. They reduce confusion and save time, ensuring users have the necessary resources...

31 Important Customer Service Skills

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...

30 Customer Service Metrics & KPIs To Track in 2024

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...

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