Knowledge Management Blog | ProProfs Knowledge Base

How to Create SaaS Documentation: Drive Self-Service & Reduce Tickets

Over the last decade in customer support and knowledge management, I’ve seen brilliant products lose users, not because the features were bad, but because people couldn’t figure out how to use them. Confusing layouts, missing instructions, or worse, no documentation at all. On the other hand, I’ve also watched how great documentation turns support tickets...

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9 Golden Tips for Successful Remote Employee Onboarding

Since the outbreak of the pandemic, businesses have been forced to go fully or partially remote. From face-to-face meetings to online video calls, a lot has changed in how companies operate today. Although this new work setup has brought with it multiple benefits – higher productivity and lower absenteeism, it has also thrown daunting challenges,...

Boost Your Online Business With Ecommerce Knowledge Base

What is an Ecommerce Knowledge Base? An ecommerce knowledge base is a go-to place where prospects and customers can find accurate answers to any questions they have about a company’s products, service, payment, refunds, and more. It is a comprehensive resource offering 24×7 access to necessary information customers need before, during, and even after the...

8 Tips On How To Handle Customer Complaints (Plus How To Solve Them)

Do you know what makes big brands like Amazon, Apple, and Samsung exceptional? Besides their high-quality products, what really makes people stick to these brands is how brilliantly they handle customer complaints. Dealing with customers is an art that requires perseverance and patience, more than anything else. So, whether you are a month-old startup or...

How to Write SOPs: Formats, Benefits, Challenges + Examples

Imagine a kitchen where everyone has different recipes for the same dish. The result? A chaotic mess of inconsistent meals. Now picture the same kitchen with a clear, standardized recipe everyone follows. There’s harmony, efficiency, and a delicious meal every time. That’s the power of Standard Operating Procedures (SOPs) in business. Without SOPs, organizations face...

Guide to Customer Service Knowledge Base: Best Practices, Examples & Top 5 Tools

Did you know that 70% of customers prefer to use a company’s website to get answers to their questions rather than use phone or email? A customer service knowledge base can enable this by providing easy access to information 24/7. A Customer Service Knowledge Base addresses challenges like reducing the volume of repetitive inquiries, improving...

How to Build a Knowledge-Sharing Culture for Improved Productivity

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...

Top 10 Best User Manual Software for Creating User-Friendly Manuals in 2025

Let’s admit it: a product, no matter how innovative, falters without clear guidance. I’ve witnessed the frustration when users abandon perfectly good tools simply because “getting started” felt like cracking a secret code. This challenge underscores why selecting the right user manual software isn’t just a preference, but a strategic necessity. User manuals can transform...

Customer Support Funnel – How to Build and Optimize

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...

Types of Customer Service: Choosing the Right Approach for Your Business

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...

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