Knowledge Management Blogs

What if your customers could get answers to their questions without ever having to contact your support team? Sounds too good to be true, right?  Creating a customer service knowledge base can make this a reality for your business.  Considering the sky-high expectations of customers, it’s now indispensable for companies to opt for a combination...

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...

In a world replete with countless products, each vying for customer attention, only a few manage to make a mark.  Clearly, product success hinges largely on the value it offers and the ease with which customers can use it. Regardless of how shiny or sturdy your product is, it’s a flop if it fails to...

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...

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...

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...

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...