Knowledge Management Articles

How To Set Effective Customer Service Team Goals (SMART & FAST)

Why set customer service team goals?  Customer service team goals are crucial because they directly impact the quality of customer...

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Customer Support vs. Customer Success: What Are The Differences?

In today’s dream-of-being-a-unicorn SaaS environment, the terms “customer support” and “customer success” are thrown around alot; often interchangeably.  But what...

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13 Customer Service Response Examples for Common Questions

Navigating customer service in the SaaS industry requires tact, empathy, and a deep understanding of your product. This guide presents...

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The Best Github Integrations for 2024

GitHub's ecosystem offers integrations for project management, continuous integration, error monitoring, and more, streamlining development processes. Finding the right integrations...

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Knowledge Management vs. Document Management: What’s The Difference?

TL;DR:  Document management focuses on the logistical aspects of handling documents.  Knowledge management leverages the knowledge that content/documents contain.  As...

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The Case for an Internal Knowledge Base

In this article, we explore what knowledge base software is, and how to choose the right solution for your organization...

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Should You Outsource Customer Service?  (Pros & Cons)

You experience massive seasonal spikes in volume. Every year, your team scrambles to hire and onboard new agents during the...

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5 Best Practices for Effective SOP Management

Standard Operating Procedures (SOPs) are foundational to the smooth operation of any organization, especially for customer support teams where consistency...

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How To Write Great Knowledge Base Articles (9 Tips)

What is a Knowledge Base Article? A knowledge base article is an invaluable resource designed to provide comprehensive information on...

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13 Best Intercom Integrations & Apps for Your Customer Service Team

This guide dives into the most impactful Intercom integrations, spotlighting how they fortify customer support, enrich customer data, and streamline...

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From Tacit to Empirical: Navigating the 6 Types of Knowledge in Today’s Workplace

TL;DR: The 6 types of knowledge are tacit knowledge, explicit knowledge, implicit knowledge, procedural knowledge, declarative knowledge, and empirical knowledge....

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How to Create a Content Plan for Your Support Team

Here on the Tettra blog, we’ve recently covered the different types of support documentation and how to create great customer...

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What Are Customer Support Operations? (Your Quick Guide)

Customer support operations is a critical component within your customer service. These teams hold a pivotal role in amplifying a...

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Look Into Tettra As Your Knowledge Base Generator

Tettra, as an AI-powered knowledge management system, serves as an efficient and user-friendly platform for generating and maintaining a comprehensive...

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5 Reasons Why Your Company Needs a Knowledge Base (FAQ for 2024)

In this article, we explore what knowledge base software is, and how to choose the right solution for your organization...

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10 Best Help Desk Software for Your Support Team

In this guide, we're diving into the best options available now. Each one, from Zendesk to Kustomer, has its own...

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11 Tips on Creating a Great How-To Guide for Team Processes (Examples)

Welcome to the world of effective knowledge sharing! In any dynamic team, clear and concise how-to guides are essential. They...

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Process Mapping: What Is It? Your Guide + Tips

What is business process mapping? A process map, also known as a flowchart or process flow diagram, is a crucial...

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