TSIA

SEPTEMBER 2, 2014

While this can cause anyone in the support services industry to be more than a little nervous about their perceived value to customers, I also explored and debunked some common myths surrounding the importance of having a publicly accessible knowledge base.

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TSIA

AUGUST 29, 2014

Today, most B2B support knowledge bases are locked behind customer logins. In this two-part blog series, I’m going to talk about the ways in which knowledge management is evolving and how your business can adapt. But “The Times They Are A-Changin’ ” It’s time to rethink that decision.

B2B 40

B2B Blog Customer Experience Management 40

Userpilot

MARCH 17, 2024

The 10 analytics dashboard examples include web, digital marketing, business insights, social media, product usage, customer journey , user behavior , user retention, knowledge base , and Net Promoter Score analytics dashboards. It lets you know how customers engage with your knowledge base content.

Data Visualization 64

Data Visualization Analytic Tools Feedback Software Dashboard 64

Userpilot

MAY 25, 2022

Applying knowledge base structure best practices can help users get answers faster in a self-service world. An effective knowledge base will: streamline the onboarding process. This article outlines the best practices for creating an ideal knowledge base structure. What is a SaaS knowledge base?

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Reporting Tools 105

Userpilot

JANUARY 12, 2023

To provide after-hours support, start by building a self-service knowledge base. Userpilot helps you provide after-hours support with its powerful knowledge base functionalities, in-app experience builders, and more. A knowledge base is the cheapest way to provide after-hours support. Case studies.

Embedded Analytics 98

Embedded Analytics Customer Experience Customer Satisfaction Software Review 98

Userpilot

NOVEMBER 30, 2022

Have you ever wondered why companies invest so much time and effort into their customer service knowledge base? In this article, we’re going to go over all the benefits, best practices, and software that you need to make a world-class self-serve knowledge base ! What is a customer service knowledge base?

Feedback Software 98

Feedback Software Analytic Tools Reporting Tools Data Visualization 98

Userpilot

NOVEMBER 6, 2023

– Build an in-app knowledge base to resolve any gaps. Make sure that this entire knowledge base is accessible from within the app via an in-app resource center to bridge the gap between friction and its solution. . – Analyze your funnel to identify any drop-off point. What are customer experience gaps?

Customer Experience 102

Customer Experience Feedback Software Customer Feedback Data Visualization 102

Userpilot

MARCH 23, 2023

Provide customers with self-service education by creating a knowledge base packed with helpful resources. #4: Include an always-on feedback widget in your knowledge base so customers can report technical issues when they occur. #6: Create a knowledge base with Userpilot. Create a knowledge base in Userpilot.

Feedback Software 98

Feedback Software Research Software User Testing Customer Experience 98

Mind the Product

NOVEMBER 17, 2022

In this second part, he offers an example of a knowledge transfer plan template — one you can copy and paste to send out today. Plus, we’ll examine three of the most popular knowledge-based solutions, and how to get the most out of them. [.]

Product Management 173

Product Management Product Manager Management Management 173

Userpilot

AUGUST 20, 2023

Create an in-app knowledge base that’s easily accessible from your app, resourceful, and curated for specific user segments. Build an in-app knowledge base for proactive support It doesn’t matter how meticulous your onboarding process is. Now, anyone can build a knowledge base.

Data Visualization 95

Data Visualization Analytic Tools Feedback Software User Testing 95

Userpilot

JANUARY 14, 2023

Creating step-by-step guides and knowledge base content of different formats to guide users around specific tasks and problems. Each course contains training content that dives deeper into your product (and the industry knowledge required to use it) than typical knowledge base articles.

Customer Experience 98

Customer Experience Feedback Software Education Customer Feedback 98

Intercom, Inc.

OCTOBER 1, 2022

Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities. Plus, agents are freed up to spend more time on the conversations that require a human touch.

Data Visualization 104

Data Visualization Customer Experience Research Software Feedback Software 104

TechEmpower - Product Management

OCTOBER 9, 2023

Moreover, LLMs come equipped with an extensive knowledge base derived from the vast amounts of data they've been trained on. This expansive, and ever-increasing knowledge base allows them to provide insights, answers, and context that may not even exist in a business's specific dataset or repository.

Artificial Inteligence 138

Artificial Inteligence Generative AI Feedback Software Data Visualization 138

The Product Coalition

DECEMBER 5, 2019

There are several popular ways that companies answer users’ questions: a help desk with tickets, a knowledge base with articles, and live chat with support agents. An article from the Atlassian blog describes a knowledge base as a “self-serve online library of information about a product, service, department, or topic.”

Feedback Software 78

Feedback Software Customer Experience User Testing Customer Feedback 78

Userpilot

AUGUST 30, 2023

Building a knowledge base to offer customer self-service and empower users with resources for common problems. Build a knowledge base to offer customer self-service A comprehensive knowledge base empowers your users to solve many common issues on their own with just a few clicks. Segmentation in Userpilot.

Customer Experience 104

Customer Experience Onboarding KPIs User Testing Customer Feedback 104

Userpilot

JULY 21, 2022

Here, users can access resources like knowledge base , tutorials, and videos directly from your product. Letting you organize your knowledge base into top-level categories and sub-categories. To make in-app onboarding guides like interactive walkthroughs available in your knowledge base. In-app guides.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization Customer Feedback 98

Userpilot

JUNE 29, 2023

Knowledge base. Ultimately, you just need to produce something – knowledge bases, step-by-step guides, video tutorials , FAQs tackling common problems, help centers – then figure out which format benefits your users the most. You can easily search from the knowledge base within the resource center.

Document 98

Document Analytic Tools Feedback Software Research Software 98

Userpilot

APRIL 11, 2023

Creating a robust knowledge base to provide 24/7 support that exceeds customer expectations. Create a knowledge base that combines different resource formats and helps users troubleshoot at any time. Your knowledge base should be easy to find and should be structured into modules or according to JTBDs for easy navigation.

Feedback Software 98

Feedback Software Analytic Tools Data Visualization User Testing 98

Userpilot

OCTOBER 2, 2023

Use generative research methods to determine what content types users favor in knowledge bases. Knowledge base content improvement The knowledge base is the primary touchpoint for users seeking guidance, answers, and deeper understanding. Get feedback on your knowledge base with Userpilot.

User Testing 105

User Testing Product Research Research Software Feedback Software 105

Intercom, Inc.

NOVEMBER 30, 2021

An integrated knowledge base and chatbots so you can empower your customers to self-serve and get instant answers. Intercom is an all-in-one Customer Communications Platform that empowers you to build better customer relationships through personalized, messenger-based experiences across the entire customer journey. Team Inbox.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

JULY 31, 2023

HappyFox serves as the best alternative to traditional help desk software, offering features like multichannel support, a ticketing system, and a knowledge base. Tidio shines as the best option for customer communication through AI-powered chat widgets long after your agents have gone home.

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Data Visualization 98

Userpilot

NOVEMBER 19, 2022

The 10 key customer service KPIs are Customer Satisfaction Score, Customer Effort Score, First Response Time, First Contact Resolution Time, Net Promoter Score , the volume of support tickets, number of Resolved Tickets, tickets volume per channel, cost per conversation, and knowledge base views. Knowledge base views.

Onboarding KPIs 98

Onboarding KPIs Data Visualization Reporting Tools Customer Experience 98

Userpilot

MARCH 29, 2022

The main difference between a help center and a knowledge base is that the latter is a section on your website, while the former is an in-app resource. Help center vs Knowledge base. Both help centers and knowledge bases have similar functions, so people tend to confuse one for the other. Let’s get started!

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Customer Experience 98

Userpilot

NOVEMBER 10, 2022

You can include a self-serve knowledge base and a live chat to eliminate support pain points. To avoid process pain points, add a self-serve help center, and a knowledge base in your product to improve the flow of information and keep customers moving. knowledge base ). Support pain points.

User Friction 98

User Friction Customer Experience Product Research User Testing 98

Intercom, Inc.

DECEMBER 8, 2020

Could they be resolved more effectively through a self-serve option like a knowledge base , are they immediately triggering ticket closure, or are they more valuable conversations that require a human touch? Not all conversations are born equal, and understanding this will allow you to prioritize them effectively based on context.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Intercom, Inc.

AUGUST 13, 2019

Our bots use AI to provide customers with links to existing resources, like knowledge base articles and FAQs. Chat is faster than email, more personal than knowledge bases, and way less frustrating than shouting into an automated phone system. One of the most popular automated support options here at Intercom is chatbots.

Data Visualization 279

Data Visualization Customer Experience User Testing Customer Feedback 279

Userpilot

NOVEMBER 1, 2022

Some prefer getting help by turning to a self-serve knowledge base, whereas others want to talk to your team directly. Build a robust self-serve knowledge base that has a mix of helpful content, including videos and written guides. You can even show or hide relevant modules based on your customer’s needs.

Data Visualization 98

Data Visualization Feedback Software Analytic Tools Research Software 98

Userpilot

DECEMBER 3, 2020

A great knowledge base will not only crush your support ticket volume, but also help you keep more users (aka: reduce churn) at every stage of the user journey. In this blog, we’ll show you the right way to build and maintain a knowledge base that delivers for you and your users. But a knowledge base does something else.

Feedback Software 90

Feedback Software Analytic Tools Customer Experience User Testing 90

Userpilot

MAY 7, 2020

Put simply, a help center widget is a way of taking your knowledge base and help documentation, and then embedding it within your product. To summarize, a help center widget places your knowledge base inside your product. So, they decide to see if you’ve got some kind of knowledge base article that will help them.

Analytic Tools 88

Analytic Tools Feedback Software Embedded Analytics Reporting Tools 88

Intercom, Inc.

APRIL 27, 2021

If your team is snowed under with repetitive questions from customers, try aggregating the most common requests and using them as the starting point to build a knowledge base where customers can resolve their queries in their own time.

User Testing 118

User Testing Customer Experience Feedback Software Customer Feedback 118

The Product Guy

MARCH 17, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Management 169

Product Management Product Manager Management Management 169

Userpilot

JUNE 30, 2023

Adding a module in the resource center Here’s where you start populating your resource center (or knowledge base ) with content. Integrating your URL knowledge base You don’t need to start from scratch. You can integrate an existing knowledge base simply by adding a URL.

Analytic Tools 98

Analytic Tools Embedded Analytics Data Visualization User Testing 98

The Product Guy

APRIL 21, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Management 162

Product Management Product Manager Management Management 162

Userpilot

NOVEMBER 22, 2022

This process can take many forms, including webinars, interactive guides, blogs, or knowledge bases. You can put your educational materials in a knowledge base for your users to access at any time. A knowledge base consists of a collection of resources that helps answer your customers’ questions.

Education 98

Education User Testing Customer Feedback Customer Experience 98

The Product Guy

APRIL 28, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Consulting 156

Consulting Information Product Management Product Manager 156

Userpilot

SEPTEMBER 19, 2023

Self-serve resources include chatbots, knowledge bases, FAQs, in-app guides, walkthroughs, video tutorials, etc. Usetiful : Best to build knowledge bases. Why is Self Service Support important? Intercom : Best to streamline complex customer success processes and provide personalized support.

Customer Experience 52

Customer Experience Customer Satisfaction Education Branding 52

The Product Guy

MARCH 10, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Management 162

Product Management Product Manager Management Management 162