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,