Knowledge Management Blogs

Do you know what makes big brands like Amazon, Apple, and Samsung exceptional?  Besides their high-quality products, what really makes people stick to these brands is how brilliantly they handle customer complaints.  Dealing with customers is an art that requires perseverance and patience, more than anything else. So, whether you are a month-old startup or...

Standard Operating Procedures (SOPs) – As a business that values knowledge, you might have come across this heavy term multiple times.  But do you know what SOPs really means and why it tops the priority list of businesses today?  Let’s spill the beans! Standard Operating Procedures are the nuts and bolts of how a business...

In a parallel world, customer service would mean keeping customers happy with top-notch experiences.  But reality reveals a not-so-good story.  56% of customers abandon brands due to poor experiences. The reasons for this can be many, from long hold time to not receiving the expected solutions.  There are two things that today’s empowered customers crave...

In the information-intensive business world, the one thing that can give you a competitive edge is – knowledge.  When leveraged right, knowledge has the power to spark innovation, boost collaboration, and achieve peak productivity levels.  However, most organizations today face the daunting challenge of scattered information and knowledge hoarding. These are the silent problems that...

Are you looking for the best user manual software?  Millions of products are launched in the market every year, but only a few of them win over customers. A large part of product success depends on what value your product offers and how easy it is for customers to use.  With user experience becoming the...

It is common for customer-facing departments like Marketing and Sales to base their strategies and decisions on a well-designed funnel.  But, does your job end there? What about the time when a lead finally converts into a customer? That’s when you need a customer support funnel. While the marketing and sales funnel guides prospects to...

Customer service – these two simple words rule the business landscape today.  A small setup or an established business – there is only one thing that can guarantee long-term survival and success: the quality of the service and experiences you provide.  While it appears straightforward on the surface, the reality reveals a different side of...

The market is replete with products of all kinds, each claiming to be better than the other.  In such a scenario, where competition is intense and winning customers is hard, how do you create a unique product that gives you a definite edge over what your competitors are selling?  The answer lies in doing the...

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...