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Fix These Four Live Chat Mistakes Or Lose Customers

Chat has been around forever and customers love the channel. They choose chat when they need to multitask, when they want a written record of the agent’s instructions they can refer to later, and when they prefer not to be overheard. A 2021 survey of over 1,000 US...

Your Chatbot Needs Better Small Talk

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 chatbot debates, and likely heard the following: “Chatbots ruin the...

How to Develop a Quick Start Guide That Prevents Calls and Emails

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 need heaps of help when they’re just starting to use the thing you’ve...

What’s a Quick Start Guide and Why Do Your Customers Want One?

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. And then you learn the ugly truth. Nobody reads the User Manual, even...

Four Ways to Fix a Bad Knowledge Base Article

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 hurriedly, even poorly, written from the day they’re published. Other KB...

How to Write a Great Knowledge Base Article

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 un-know it, so you can think like your reader—who wouldn’t be reading...

That Badly Written Knowledge Base Article is Costing You Money

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? Well, you wasted $24.95 on a meal, and no one wants to throw away...

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