I’m not sure whether it’s a turf battle, a sibling rivalry, or a custody fight, but whatever is going on between the Customer Service Team and the Marketing Team is hurting customers who reach out...
If you work in customer care, you’ve been talking about chatbots for about a decade. Your organization may have been using a chatbot for almost that long. You’ve heard or participated in all the...
To help customers get up to speed with a product or service, companies offer many types of documentation: user manuals, video tutorials, in-product help, even good old FAQs. Why? Because customers...
You want to help your customers, you really do. So you write a gorgeous 75-page User Manual, which answers every conceivable question your customer might have about using your product or service....
Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why. Some KB articles are created to meet an emergency need, and they’re...
I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to...
A badly written knowledgebase article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after eating it. What did that bad clam cost you?...
A knowledgebase article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack,...
Effective service conversations - the basics of writing to customers with Leslie O’Flahavan I loved being interviewed by GrowthDot's Natalia Zhontsa, who asked me 11 provocative questions and...
Your customer should’ve read your company’s policy before purchasing your product. They kinda lied when they clicked the “I accept” box without reading a word of the fine print. Now, they’re...
Whether you and your team are working remotely a couple of days per week or you’re remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were...
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean...
