Building a support community
If you're a software company, chances are you already have a community of practice that could be sharing knowledge about your product or service and solving each other's problems? They could be discussing your SaaS products in Slack, Facebook, or
Extending Slack with Knowledge Management
Slack is just one of many tools organisations rely on to keep teams in touch with each other at work, whether in an office or working remotely. It's a great tool for just-in-time communicating, but it hits a wall when
The 8 pillars of a knowledge management strategy
Most organisations don't have any kind of knowledge management strategy. They will have storage and collaboration platforms, and often there's a learning and development plan, but that's about it. Knowledge management is much broader than even having a knowledge base
The three types of customer support
When most people think of customer support, they imagine the help desk scenario in its most reactive sense—customer service people answering tickets from a queue. Support operations is broader than that, though. When you approach your help desk with the
Good knowledge sharing habits
A great customer experience involves meeting customers wherever they are in their journey. That means providing helpful information that's relevant to them and useful. Self-service is an increasingly important channel for improving customer experience, with 70% of customers demanding that
An unused knowledge base is money left behind
It's surprisingly common for small teams to be using a customer service platform and have no idea that there's a knowledge base attached. I see this with Intercom and Zendesk customers, in particular. Business owners and team leads get into
Your KCS program manager should be Jacinda Ardern
Like many people around the world, I've been following the leadership of New Zealand through the COVID crisis. Jacinda Ardern's style is direct and firm, but empathetic to the range of responses that can be expected from the public. The
The rise of the WFH platform. You might need these 3 things first.
We’re all working in a whole new world for a while, thanks to COVID-19. And, thanks to the worldwide disruption to normal #CorporateLyf, knowledge tech companies like Notion are thriving and capturing booming valuations. Maybe, the way we work has changed
A ChatOps primer: automation in support operations
Microsoft Teams, Slack and other real-time communication tools may be commonplace now, but they certainly aren't common practice. Often, they're provided simply for cultural benefits of engaging a distributed workforce, or worse, relegated to mere watercooler conversation that eventually becomes
What happens when self-service works well
Thanks to the SaaS economy, there's a growing area of expertise in customer-facing roles that include customer success, customer support, and customer experience, and plenty of people are choosing those options as longer-term career moves for the joys of problem