Knowledge Management Blogs

The advent of self-service is transforming customer support operations in an unprecedented way across the business landscape. On-demand support channels such as customer self-service portals empower customers with the resources they require to solve their pain points as and when they arise.  Research reveals that 66% of the customers prefer self-service options before contacting a...

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...

  $160 billion worth SaaS or Software As A Service is an extremely competitive industry, as more than 16,000 global SaaS companies are attempting to sell their products, retain customers, and expand into newer markets and domains.  With so much competition and a limited market, how can a SaaS company ensure consistent revenues and profits...

“We are tired of long call hold time.”  “Your support team does not provide the right information in one go.” “We are frustrated with your poor customer service. It feels like you don’t take your customers seriously.”  Are these concerns forcing your customers to go to your competitors in a click?  If yes, it’s about...

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...

“A customer bought your product or subscribed to your service.”  Getting this good news every day, multiple times is what every business person strives for.  A common perception around customers is – the more customers you acquire, the higher profit you clock.  But that’s not true. It’s the acquired customers you are able to retain...

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 today’s digital age, businesses are bursting with data. This data guides everything that happens in your company.  For example:  The support you provide to customers depends on your knowledge of their pain points and the challenges they face.  Your products are developed and improved by your team’s in-depth knowledge about the subject.  The way...

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...

Guru is a cloud-supported knowledge management tool that centralizes all your business information to make work easier for your employees.  As an internal wiki tool, Guru facilitates easy information access for your employees, automates new hire onboarding, and streamlines internal communication.  While it might seem like the best knowledge base tool, it takes an expert’s...