Offering a self-serve support channel for your customers seems like an obvious deflector of support issues, but sometimes they get ignored, particularly if a customer feels as though their issue is unique enough that it won’t be captured within the realm of the most frequent of frequently asked questions. Whatever…
Posts Taggeddocumentation-first
Managing knowledge through the four stages of company growth
As companies evolve through the various stages of growth, their needs change from a knowledge management perspective as well. If you’re not modernizing your knowledge management strategy to adapt to the demands of growth, you are missing out on opportunities to improve productivity and get the most return on the…
The 7 immutable laws of knowledge management
1. Inject knowledge into workflows What good is knowledge if it can’t be reached in the midst of work? The reason why productivity is stifled is for one of 2 reasons: You have been interrupted by something or someone You do not have the knowledge or tools to continue along…
Where are the wrong places where most frequent support questions asked? Your knowledge base, Slack or elsewhere?
Depending on the organizational adoption rate of your knowledge base software, support queries might be asked in a few different channels. If you have built a documentation-first culture, support seekers might always “ask” their knowledge base for the appropriate documentation before seeking support elsewhere. If adoption rates are less than…
4 ways startups use KM tools to outrun the competition
If you’ve never worked at a startup, chances are that you’ve never quite felt the “hair on fire” moments that come with the rollercoaster ride of emotions experienced by its employees. It’s hard to describe other than to say it’s scary, exhilarating, stressful, fun, energizing and exhausting all at the…