Knowledge Management Articles

15 Best Online Documentation Tools for Teams in 2024

How do you document your processes? The McKinsey Global Institute reports that the average employee spends almost 20% of their...

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How to Make Asynchronous Communication Work for Your Team

A step by step guide on how to communicate more efficiently on your team with asynchronous communication.

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How To Write an SOP (9 Quick Steps)

If you want a good indication of how a company actually operates day to day, you need only look at...

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Our Top 10 Internal Wiki Best Practices & Tips

Years ago, I joined a small tech startup, one with fewer than 20 people. The org structure was very flat,...

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What Is a Ticketing System? Everything You Need to Know to Implement It with Ease

Handling hundreds of customer inquiries a day via Slack or a shared inbox is obviously messy.  You won’t have clear...

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The 11 Best Knowledge Management Tools (See the List)

We cover everything you need to know about knowledge management tools, their benefits, and how to choose the right one...

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How to Organize and Structure a Customer Service Team

One company maintains a small customer support team of 100 people and still manages great resolution times, amazing customer satisfaction,...

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From Sign-Up to Success: How To Create Great Customer Onboarding Experiences

You’ll never get a second chance to make a first impression. Your customer onboarding process is that first impression. That’s...

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19 Essential Customer Service Tips for Business Success

The key to standing out is not just in the products you offer but also in how you serve your...

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12 Best AI Customer Service Software for 2024

Get a comprehensive review of several top customer support platforms, including Help Scout, Tettra, Hiver, and others, each designed to...

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17 Most Common Customer Service Job Titles (SaaS & Tech)

Understanding the various roles within this field is crucial for businesses aiming to enhance their customer support systems and for...

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The 14 Top Customer Service Metrics Every Team Should Track

Effectively managing a customer service team demands substantial resources and effort. But how can you gauge the effectiveness of these...

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What is CSAT? Explaining The Customer Satisfaction Score

There are many ways to measure how customers feel about your product or service, and CSAT (Customer Satisfaction) is one...

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6 Steps To Handle Difficult Customer Conversations

Everyone’s come across horror stories from customer service about that completely unreasonable customer who raged at a poor, beleaguered employee....

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Customer Service Quality Assurance: The Process for Support Success

How can you know if your customer service meets the mark?  As you scale your customer support team, it can...

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Use a Call Center Knowledge Base to Enhance Customer Service & Agent Efficiency

Call centers are constantly searching for methods to enhance the quality of their service and streamline operations.  With multiple touchpoints...

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How Can Your Company Be Customer Oriented? Tips and Ideas To Help

A company’s customers are its load-bearing pillars. They’re vital for making things work in today’s increasingly competitive and oversaturated market...

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Using Product Knowledge To Boost Customer Service, Sales and Customer Engagement

Product knowledge is more than features or specs. It’s about a deep understanding of what your product can do.  What...

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