Imagine this: Your top-performing agent quits. Suddenly, your customer service goes from symphony to chaos because no one else knows where to find the refund process doc, how to troubleshoot error code 17B, or what the heck “Project Comet” even is.  That’s the day you realize you have poor knowledge management (KM), which is scattered...

Turning piles of data into valuable information dominates the key business goals today.  This is because the information is a strategic asset that can help companies contain costs and develop a competitive advantage.  What happens if this information is not managed properly?  It can hurt employee productivity, negatively impacting decision making, and costing you millions...

Is your support system brimming with tickets and customer dissatisfaction at an all-time high?  Is this taking a toll on your peace of mind as all you think about these days is – Tickets, Tickets, Tickets?  What if we told you there exists a magical solution to this predicament.  Any guesses?  It’s your self-service knowledge...

An overwhelming amount of data is generated every day in the healthcare sector. Global healthcare data is expected to reach a whopping 2314 exabytes in 2020. That’s the equivalent of more than 2 trillion laptops worth of data.  Clearly, healthcare is a data-intensive industry, given the constant research on advanced procedures, new treatments, and emerging...

It’s not surprising to see employees spending an inordinate amount of time looking for company information across Google Drive, emails, and scattered documents – this is the story of every other business today! This tedious information-gathering process is often the cause of low productivity and poor performance at work. Good news: creating a corporate wiki...

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...

  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...

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...

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...

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...