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Delight Your Customers With Real-Time Support

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: 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...
Support Remote Workforce During COVID-19 : Challenges & Best Practices

Support Remote Workforce During COVID-19 : Challenges & Best Practices

The COVID-19 pandemic has left the world shocked and shaken. Millions of businesses, both large and small, have been forced to go remote all of a sudden.  While some companies pulled off the transition well, many firms are going berserk with this sudden switch. They have to reset their work systems at a fundamental level,...
How to Improve Customer Experience (CX) Amidst COVID-19 Pandemic

How to Improve Customer Experience (CX) Amidst COVID-19 Pandemic

The COVID-19 pandemic has cast a gloomy spell on the world, leaving no industry or individual unaffected. With global economic activities at a historic low, businesses are struggling with a shrinking customer base and declining revenue.   The one thing that can help you get through these turbulent times successfully is providing exceptional customer experiences. Unlike...
7 Knowledge Base Best Practices for Customer Success 2022

7 Knowledge Base Best Practices for Customer Success 2022

The concept of knowledge management has opened doors to scores of growth opportunities for businesses of all sizes and kinds. This is why organizations are increasingly embracing this concept with the hope to register higher sales, clock more revenue, keep employees and customers happy, and, most importantly, improve their market position.  But, how is online...
The Ultimate Guide to Writing Stellar Software Documentation

The Ultimate Guide to Writing Stellar Software Documentation

Developers put all their might into creating the best software product, keeping users’ problems and preferences in mind.  But one important thing that’s often overlooked is documentation. This can be the root cause of users discarding a software product and switching to something that’s easier to understand and use.  After all, what’s the point of...
How to Create Process Documentation

How to Create Process Documentation

Any organization, big or small, runs on processes. The process to hire an employee, sell a product, onboard clients, train teams, and the list is endless.  To say that they form the core of an organization will be an understatement, as businesses simply cannot exist without processes. They are indispensable for firms to function seamlessly...
How to Create a Self-Service Help Center

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...
Self-Service Portal – A Quick Start Guide

Self-Service Portal – A Quick Start Guide

Self-service plays a critical role in knowledge management for customers and the support teams. Self-service is emerging as one of the most advanced and instant means of customer support. It offers instant access to information, reduces the workload on support resources, and saves time at both ends – customer and support team.  Customers are the...
What Is an Internal Knowledge Base – All Basics Covered

What Is an Internal Knowledge Base – All Basics Covered

In today’s economy, knowledge is one of the most valuable assets that businesses have. At the workplace, this intangible asset plays a significant role in enhancing employee productivity and efficiency. Knowledge, when managed and shared effectively, can save a significant amount of time that would otherwise be spent on trivial tasks like:  digging through emails...