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How to Create Software Documentation: Best Practices and Tips

Knowing how to create software documentation is both an art and a science, as it serves as the bridge between complex software functionalities and their users. According to a Stack Overflow survey, 34.7% of developers said poor documentation represents one of the most significant challenges they face at work. Effective documentation solves these challenges, like...

How to Create a Self-Service Help Center

Customer service has got a massive makeover in recent years. Calls and emails are a thing of an era gone by, as customer service today is all about customers helping themselves, and becoming self-reliant. Thanks to the influx of technological developments, customers have become so accustomed to getting everything in an instant, that the mere...

How to Write Clear & Effective Technical Manuals: Best Practices & Examples

In my decades working in complex engineering projects and software development, I’ve consistently observed a critical bottleneck: the absence of a clear, accurate technical manual. Even brilliant innovations falter, not due to design flaws, but because their intricacies remain inaccessible to users or even other team members. A well-written technical manual transforms complex procedures and...

31 Important Customer Service Skills

To stay relevant and competitive in the market, simply focusing on customer happiness won’t suffice. Times are changing, and you need to move past customer happiness and take a step ahead by focusing your energies and channelizing your efforts towards customer delight. For achieving this, the first thing that comes to your mind is your...

30 Customer Service Metrics & KPIs To Track in 2025

Customer service has become a major differentiator to gain an edge over the competition. Customer expectations of service quality are also on the rise, with more and more clients becoming intolerant with brands that fail to meet their expectations. In fact, 91% of dissatisfied customers leave brands without complaining, which means companies lose the opportunity...

Top 10 Benefits of Knowledge Base for Your Organization

As a business owner, there might be hundreds of things in your mind. How to deliver the best-in-class support to customers and improve retention? How to make employees stick to your organization and become lifelong contributors to its growth? How to win customers, grow sales, and become the top brand the market has seen in...

How to Create a Training Manual: Tips and Best Practices

When new employees are thrown into the deep end with no instructions, they struggle to navigate unfamiliar processes, tools, and expectations. This highlights the critical role of comprehensive training manuals in setting new hires up for success. Research shows that 76% of employees say they are more inclined to stay in a company if it...

How to Reduce Customer Service Emails: Tips & Tricks

Email usage in customer service is still rampant despite the emergence of self-service platforms, live chat, and social media. The influx of technology disrupted the email culture, but only to an extent, as it has not yet been wiped out completely. People take time to embrace and accept the shift, especially those who are extremely...

Digital Customer Service – The What, Why and How

So before we jump on to digital customer service, lets first decode what ‘Digital’ exactly means. When I asked this question to my colleagues, each of them had cooked a different definition based on their perceptions and experiences. I won’t say they were incorrect. Instead, the definitions were both similar and different in various ways. ...

What Is a Customer Service Training Manual & How to Create One

Customer service can be challenging. Imagine dealing with customers from diverse backgrounds, being patient with an angry customer, or handling multiple customer chats simultaneously. But guess what? It doesn’t have to be, thanks to customer service training manuals, which provide in-depth guidance, strategies, and techniques to help you and your employees excel in customer service...

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