Knowledge Management Blog | ProProfs Knowledge Base

6 Metrics to Measure & Improve Self-Service Effectiveness

Today’s customers crave seamless self-service experiences. They like to be in the driver’s seat and want services on their terms. That’s precisely why 92% of customers expect brands to provide a self-service portal. It empowers them to solve problems quickly and conveniently. The question is, Are your customers receiving the self-service experiences they expect from...

What Is HR Documentation? Types & Best Practices With Examples

HR departments create HR documentation to record and organize crucial information related to employees and HR processes. This documentation ensures compliance with labor laws and regulations and streamlines various HR functions, from recruitment and onboarding to performance management and termination. In this blog, we will discuss the importance of HR documentation, delve into the different...

Wow Your Audience With Engaging Knowledge Base Videos

Video has become one of the most cost-effective ways to promote, train, and support customers. If used the right way, it can both save you money and make you money. – Shep Hyken Video is the new BIG THING. If you aren’t using videos to improve cx with knowledge management, you’re probably missing out...

What Is Training Documentation? Types & How to Create One With Examples

Training documentation is indispensable for any organization looking to enhance the effectiveness of its training programs. These documents streamline the learning experience and ensure consistency and quality across training sessions by meticulously outlining the training process, objectives, and resources. According to a LinkedIn report, around 93% of employees will stay longer in a company, provided...

What is IT Documentation: Types, Best Practices & Tools

IT team members running from pillar to post, resolving support tickets, answering repetitive questions – this is a common scene in most companies. In fact, every company has that one IT guy who employees seek help from whenever they are bothered by a technical issue. With IT documentation software, you can make every employee familiar...

How to Set Up Your Dream Customer Support Operations Team

One thing that can give you a definite edge over the competition is the quality of your customer service. Research by Microsoft testifies this pretty well: Image Source: ProProfs To meet these expectations, simply having a powerful customer support team doesn’t suffice, especially during times when your business is going through rapid development or a...

What Are the Top 10 Knowledge Management System Features?

In the age of information overload, it’s common to see employees and customers struggling to find the needed information. This leads to frustration, decreased productivity, and missed opportunities. But there’s a solution: a knowledge management system with features designed to tackle these challenges head-on. It captures, organizes, and shares an organization’s collective knowledge, making it...

Knowledge Base Content Strategy for Top-Notch Customer Experience

Whether you already have a knowledge base for customer support or you are thinking of creating one, the big question that you are likely to face is: How should we create content that clicks with customers? What kind of content would actually help customers solve problems? That’s where a knowledge base content strategy comes to...

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 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...

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