Keep it fresh: Managing a knowledge base that retains users

Inside Intercom

These days, many companies offer a knowledge base for their customers to use. The self-service aspect of knowledge bases makes them natural time-savers for users and businesses alike. The business impact of great knowledge bases. Knowledge bases reduce churn.

How to deal with customer requests?

The Product Coalition

There are several popular ways that companies answer users’ questions: a help desk with tickets, a knowledge base with articles, and live chat with support agents. Often, a knowledge base comes as a part of the support process, for example, with a chat or a help desk.

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Announcing three brand new features to help scale your support

Inside Intercom

A worldwide customer base is diverse, as are their questions, needs, and requests. Increase self-service with Articles Pro – a multilingual knowledge base. News & Updates automation customer support knowledge base

Marketing doesn’t stop when you’ve acquired a customer

Inside Intercom

It really is our “knowledge base” Look beyond FAQs. Sales & Marketing activation content marketing customer acquisition customer loyalty documentation expansion help content knowledge base Marketing Content product demos product education retention webinars

Educate your customers through self-help support

The Product Coalition

Support Hero is an advanced knowledge base system for Saas apps. Support Hero is self-service knowledge base that helps companies educate their clients. knowledge-base support-heroes saas faq siftery-creator-stories

5 Customer Education Ideas to Reduce SaaS Churn

Userpilot

Update your knowledge base. You can even segment based on in-app activity and triggers, such as completing a certain task. This kind of content provides customer education and builds on your knowledge base. Customer education idea #5 — Update your knowledge base.

Modus Becomes Atlassian Gold Solution Partner

Modus Create

Those additional accreditations and certifications mean that we have expanded our already significant global knowledge base around the best collaboration tools in the market. We’re excited to announce that Modus Create has been named an Atlassian Gold Solution Partner! After gaining a Silver level badge just 9 months ago, our team’s many additional certifications and proven client success stories have propelled us to the next level of partnership.

5 Freemium Customer Conversation Platforms

The Product Coalition

Ngdata defines conversation marketing as “a feedback-oriented approach to drive engagement, develop customer loyalty, grow the customer base, and, ultimately, grow revenue.” Then, plans start at $50 based on company size: individuals, teams, and enterprise.

TEI 174: Voice of the Customer tools product managers use – with Colleen Knuff

Product Innovation Educators

One example of this was a client who had built a knowledge base that she was convinced would transform her team’s process. One example of this was a client who had built a knowledge base that she was convinced would transform her team’s process.

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Automated customer service should be personal

Inside Intercom

Our bots use AI to provide customers with links to existing resources, like knowledge base articles and FAQs. Chat is faster than email, more personal than knowledge bases, and way less frustrating than shouting into an automated phone system.

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Found in translation: How multilingual support helps you scale customer experiences

Inside Intercom

When a customer starts a new conversation, the right bot is displayed based on their browser language or country. Increase self-service support with an integrated, multilingual knowledge base.

How to Improve Activation Rate? – Learn from Albacross’s Success Story

Userpilot

Can you see that value-based and actionable testimonial at the right side? According to AmericanExpress , 60% of people prefer to first try to find answers through self-serve support like website, knowledge base or in-app support. Knowledge base.

Behavioral Analytics 101: Identifying Points of Friction

Indicative

As always, check out our Knowledge Base if you have any questions. This is the second installment of Indicative’s Behavioral Analytics 101 series, where we show you how to analyze your customer journey using Indicative!

Behavioral Analytics 101: Calculating Your Product Stickiness

Indicative

Based on this calculation, the ratio is 13.95%. As always, check out our Knowledge Base if you have any questions. Welcome to Indicative’s Behavioral Analytics 101 blog series!

Behavioral Analytics 101: Optimizing User Flow

Indicative

As always, check out our Knowledge Base if you have any questions. Welcome to Part 3 of Indicative’s Behavioral Analytics 101 series, where we show you how to analyze your customer journey using Indicative.

Feature Release: User Segments

Indicative

Our knowledge base has been updated with a new User Segments section. We’re excited to announce our newest tool, User Segments!

How to Foster Healthy Communication When Your Team is Distributed

Mind the Product

Shared knowledge bases – JIRA, Confluence, Roadmunk, Airtable, etc. Pooling knowledge and creating consistent communication points is vital. It’s also a great way to document knowledge held in one team and easily share it across teams as needed. Whether co-located or distributed, a shared vision leads to shared values, which leads to shared knowledge, which leads to shared understanding.

Q&A with Extensis VP of Development & Strategy, Toby Martin

Revulytics

We’ve also established an absolute requirement for every new product to be integrated with Revulytics upfront, so we start each product’s journey by building that knowledge base from day one.

Behavioral Analytics 101: Dashboards Tips & Tricks

Indicative

Be sure to reference our Knowledge Base to answer any questions you come across. This is the last installment of our Behavioral Analytics 101 blog series! Consider these posts your crash course in answering fundamental marketing and product questions in Indicative. You will learn to: Understand how frequently users are returning to your site or product. Flag issues in your customer journey to quickly mitigate negative effects.

Behavioral Analytics 101: Measuring the Impact of a Specific Action on the Customer Journey

Indicative

As always, check out our Knowledge Base if you have any questions. This is Part 4 of 5 in Indicative’s Behavioral Analytics 101 series, where we show you how to analyze your customer journey on our platform.

How Intercom helped a bootstrapped SaaS business punch above its weight

Inside Intercom

In addition to talking to customers directly, you can empower them to find answers themselves using Intercom’s knowledge base. This enables you to create segments of users based on things like location, revenue, industry or certain behaviors within the product.

Gleaning Product Insights from Your User Onboarding Process

UserVoice

If your company offers webinar-based training or does one-on-one conference calls (hopefully with screen sharing) to get your customers started with your products, you have a great opportunity to sit back and take notes on what you hear (and see) during these sessions.

A Crawl, Walk, Run Approach To Increasing Your Analytics IQ

Revulytics

Effective analytics programs will require specific skills that may transcend the knowledge base of current employees. Despite an industry obsession with data analytics, most companies lack confidence in their ability to pull off advanced big data initiatives.

How to lead an inclusive organization

The Product Coalition

People’s knowledge bases are different, so we need to keep that in mind and be patient, even when the conversation is difficult. Holiday dinners as a proxy for inclusion. This is targeted towards executives, as opposed to managers or independent contributors.

Product thinking: behind our new Messenger home screen

Inside Intercom

Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message?

Grow with the flow: scaling live chat for personal customer support

Inside Intercom

We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. However, for most companies, “self-service” support means a static, monolithic knowledge base intended to deflect customers, hoping they find the answer for themselves. These knowledge bases offer an impersonal, out of date, deliberate dead end whose sole purpose is to keep support costs down.

Resilience: A Business Acumen Superpower

Business Acumen Institute

Business people who continually learn by the situations they encounter build a knowledge base to problem-solve and to pivot as unanticipated conditions arise. In the Business Acumen Handbook, there’s a tool to carry out a business acumen assessment that will help a business person to uncover knowledge gaps and create a purposeful professional development strategy. Change is hard. Being positive, calm, and logical in the face of change can feel downright impossible.

Resilience: A Business Acumen Superpower

Business Acumen Institute

Business people who continually learn by the situations they encounter build a knowledge base to problem-solve and to pivot as unanticipated conditions arise. In the Business Acumen Handbook, there’s a tool to carry out a business acumen assessment that will help a business person to uncover knowledge gaps and create a purposeful professional development strategy. Change is hard. Being positive, calm, and logical in the face of change can feel downright impossible.

eG Enterprise Staffing Guidelines for Citrix Digital Workspace Services

eG Innovations

This post will outline some of the ITIL guidance from the perspective of eG Enterprise and a Citrix-based digital workspace. the context of all events/alerts is based on end user and digital service performance.

Getting the Best Products to Speak for Themselves

Mind the Product

Everyone in your company has a unique insight into the customer experience: Marketing teams shape your customers’ on-site experience and share knowledge through educational resources. Give Your Product a Voice.

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How Does Storytelling Help You To Create Better Digital Products?

UX Studio

It is a common knowledge, that we use stories to make our world meaningful. They stimulate interest and contribute to the knowledge base of the reader. Storytelling has recently become a buzzword.

Top 5 Ways to Mine Your Digital Customer Experience to Strike Insight Gold ?

ProductPlan

Note any patterns and rank issues to triage based on their frequency. Our last way to mine your replay data is to use it to make your knowledge base significantly more helpful. ” and, based on this knowledge, they created dedicated answer pages to address frequent queries.

Demo 74

How customer service chatbots are redefining support with AI

Inside Intercom

AI chatbots use your existing information and resources, like FAQs or knowledge bases , to answer questions and offer help. You should think about adding a chatbot feature like this to your website if: You have a global, growing base of customers.

The importance of an effective product marketing strategy

Inside Intercom

Similarly, when we launched our new knowledge base product in December 2016, it became clear that product and marketing were not aligned on what the product was, let alone how we should take it to market. Raechel: “Why does our own knowledge base, powered by our new product, live at docs.intercom. Paul was (rightly) arguing that the product was more than a knowledge base and that we needed to help build a bridge to the future.

How to Announce Product Updates To Drive User Adoption and Conversions?

Userpilot

Having all the information in your knowledge base will not work for marketing purposes—it’s too technical. Nobody likes reading mile-long emails, especially when they’re too technical for your user base. So your team deployed new product updates again this week.