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
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
How You Can Make Self-Service More Useful
Regardless of your industry, a knowledge base can completely revolutionise the way your customers and employees feel about using your product or service. Chances are, you already have a knowledge base. But if you're getting less than desirable feedback from
Are Chatbots Bad for Customer Service?
Chatbots are becoming a common part of our everyday online interactions. They help us with directions, to order food, and increasingly, they provide customer service. Many commercial websites have a chatbot cheerfully greet us on landing, standing ready to respond
Introducing the Service Intelligence Layer
The consumerisation of workplace apps is finally addressing the long-neglected software experience of the enterprise user. Our workday-selves are now being treated to the kind of attractive interfaces and convenient procurement paths that our weekend-selves have had for some time. The
How to keep your knowledge base up to date
Here's a simple process to help keep your knowledge base in good shape. When it's in good shape, you'll be able to take advantage of customer self-service and automated chat. Click on the infographic to see it in full-size.
Extending Slack for better KM
Slack is a great tool for just-in-time comms, but it hits a wall when it's your only centralised knowledge source or when conversations and channels get so vast, you have no hope of finding something that's already scrolled by. Thankfully,
Why You Should Open Up Support to Your User Community
Do you know you have a ready-made community of practice that could be sharing knowledge amongst each other about your product or service? They might be talking in person, but it's likely they occasionally talk to each other in groups