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.

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

Positioning Technical Features to Sound Simple

Proficientz – Product Management University

For example, let’s say you have a knowledge base platform that’s used by customer service professionals and it has unique capabilities that would help the CSRs in a way that improves their productivity and helps their organization improve customer satisfaction scores. Our product is very unique technically, but we’re having trouble positioning technical features in non-technical terms. No one understands our unique value. Any suggestions?

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.

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.

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!

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.

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!

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.

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.

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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.

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!

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.

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.

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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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.

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.

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.

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.

25 Website Feedback Button Tools and How to Set It Up

Usersnap

Apart from user feedback widgets, UserEcho also offers a knowledge base and forum where your customers can leave feedback, while others can comment and vote. Emojics is based on what’s becoming an increasingly popular way to express emotion – emoji.

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.

30 Free & Paid User Onboarding Tools to Crush Growth and Revenue Goals

Userpilot

It’s based on the freemium model and it starts with $0 per month to $850 per month for 50.000 regular active users. Trigger-based Drip Campaigns. It will send trigger-based emails that land directly in the inbox without going to promotion channel (if the user uses Gmail).

The Aha! Moment Guide in Product Onboarding

Userpilot

Humans often base their judgements on emotion, and purchasing a product is no different. This will enable you to group users together based on different characteristics, such as job title or location. Are your users struggling to find value in your product?

How to Get a Job as a Product Manager

BrainStation Product Management

They wear many hats, using a broad knowledge base to make trade-off decisions, and bring together cross-functional teams, ensuring alignment between diverse functions,” management consulting firm McKinsey once wrote , adding that “product management is emerging as the new training ground for future tech CEOs.”. Though you may not have realized it, a Product Manager was most likely involved in the creation of your favorite product.

Enhance your answers – how to handle frequently asked questions

Inside Intercom

Whether you call it an FAQ page, a help center or knowledge base , collecting the resources and responses to people’s most common problems in a single, easily searchable location creates a first port of call for your customers.

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.

Customer Onboarding Tools That Take Your Product To The Next Level

Userpilot

On top of that, you get access to Freshbook’s knowledge base creation, and support ticketing system. You can explore individual user profiles, or create automated campaigns based on a range of custom triggers.

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 to Make an Impact on the Product Management Community in 15 Minutes

The Product Coalition

the PM benchmarking survey covers 4 areas Your participation greatly adds to this knowledge base that will be available to the product management community, helping inform strategic decisions and effect change.

The 5 Minute Guide to Design Systems

Userzoom

New employees have access to a shared general knowledge base and components for designers, PMs, and engineers. The kit was based on our experience building our internal design system across two offices. What a design system is, why you need one, and how to build it.

How B2C companies are using live chat to drive sales and offer a personalized customer experience

Inside Intercom

Divi is a volume based product with a fairly low average subscription price, so Mitch hypothesized that live chat could be used to accelerate interested buyers toward a faster purchase decision. “We For online businesses, customer experience is king.

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The Best Product Management Podcasts

The Product Coalition

He is interviewed in this fascinating podcast, and discusses some useful insights into the world of product management based on his years of experience in the field. What better way is there to learn and improve than listening to expert insights?

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7 Ways to Increase Conversion Rates in your Product

The Product Coalition

Of course, you always have segmentation based on the events and user properties. Then send messages based on their preferences. A basic sales funnel has 4 types of leads in it: a website visitor, a cold lead, a hot lead, a customer and a standing customer.

How we Created a Successful Weekly User Feedback Program

Mind the Product

We created a link on our knowledge base that connects to a Typeform that asks users for information about their usage and who they are. If you’re a product manager, UX researcher, or startup founder, you know how valuable customer feedback can be. You’ve probably heard the current buzzword “continuous delivery” and recognise that learning about your users’ problems and experiences on an ongoing basis makes for better, more creative, and effective product decisions.

How to maintain high quality conversations with your customers at scale

Inside Intercom

Other important ingredients for a quality conversation can be harder to measure, such as the product knowledge and tone of your customer support agents. A reviewer then scores a conversation based on a number of criteria.

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