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...
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...
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?...
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...
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...
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...
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...
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...
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...