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knowledgebasemistakes

8 Most Common Mistakes to Avoid When Building External Knowledge Base

Building a knowledge base is not as easy as clicking couple of buttons and implementing it into your existing website. Actually, building a knowledge base is like building a completely new website, except it is integrated into your existing one. Look at it this way: It is a section of your website where your customers will be heading every time they need some information about your service or when they have an issue to be resolved. If you think that

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support requests-01

Cheat Sheet: Cutting Down Customer Support Requests With Knowledge Base

  Hey, if you have plenty of customer support requests and you want to cut them down, no worries about that! You can always hide your contact us button and make your customers regret they ever tried to find it, right? Anyway, let’s see this: Did you hear about reactive and proactive customer service? The first one is all about answering the customer support requests and the second one (proactive) is all about reaching out first to your customers even

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internalkbgold2

7 Shiny Gold Benefits of Having Internal Knowledge Base

Do you have a shared company drive where you guys keep all the data you use when doing your tasks? Do you use emails and Google Documents to share your knowledge? Or, do you use Dropbox to do this? Seriously, you guys need (to discover) the knowledge base. If you are a midsized company and you still haven’t built your own internal knowledge base then, you have a serious problem. Here’s why: According to McKinsey’s research, the average interaction worker

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searchableknowledgebase1

6 Simple Tricks to Make Your Knowledge Base Searchable

Let’s start this with a question (which, be warned of that, is not the beginning of a very funny joke although it tends to be): What’s the difference between a plain FAQ page and a fancy knowledge base? A search bar? No! A working search bar!? YES! 🙂 Oh, it’s so easy to have a knowledge base! – you might say. Just make your FAQ page searchable and VOILA! Yep, it’s that easy. But, is it? Well, if you pull

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eventgeek

Dramatically Cutting Down Support Requests Within Your SaaS App: The Story of Travis, The Hero From EventGeek

Ladies and Gentlemen ….. I’d like to introduce to you a hero today. Yes, he might not have saved a kitten from the tree, and may not be chasing down criminals down the tree, but Travis Aaberg is a hero in the customer support field. As EventGeek started to scale up, they decided it was time to introduce a knowledge base into their support process. Travis, a community manager, and hero to us, has set up a process within EventGeek,

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analytics

Under the Hood: Meet the Brand New Helpjuice V4 Dashboard!

  Hey folks, three weeks ago we celebrated Helpjuice’s fifth birthday (and we had a small chat party at #Slack for that occasion – yes that’s how we party 😎 ). Last week we had another party – this time we celebrated the launch of the new version of Helpjuice dashboard. And here are some (screen)shots from behind the scenes:   OK, now, here’s some real fun. Let’s see what’s under the hood of the brand new Helpjuice V4 knowledge base

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measure customer engagement

5 simple tools to measure customer engagement in 2016.

  Imagine if your doctor measured your blood pressure with microscope!!! You would think he’s crazy and you would probably go to some other doctor that knows his tools. Furthermore, if you’re going to the doctor you probably have some issues that need to be resolved asap (sound familiar?).  The doctor needs to show competence and almost read your mind for you to be satisfied.  Ok, fine, Dr. House can use some strange methods and approaches, but please don’t go

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kbarticle1

A Stupid-Simple Guide on How to Write Perfect Knowledge Base Article

Before we start, quick question: Do you know what the bounce rate is? Of course you do, everyone is talking about it, right? 😀 OK, now, take a piece of paper and write on it these words with beautiful huge letters: BOUNCE RATE. Now, take that piece of paper rip it off and throw it into your garbage bin. ??? Yeah, yeah, just go do it. Now, forget everything you know about the bounce rate. But why??? Well, you won’t need

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Rusty onboarding machine - solved

7 ways customer service helps you with flawless customer onboarding

You and I both are aware of the importance of onboarding and how much of a hassle it can be. So many things can go wrong. Your onboarding machine can go RUSTY and we’ll give you some ideas on how to solve that. You’re in charge of the customer onboarding process in your company or you know someone who is? What if I told you I can make your job easier with a simple mentality change? By introducing your customer

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A Blueprint on How to Plan Your Internal Knowledge Base

ATTENTION: This is not a regular blog post. This is a BLUEPRINT on how to do your own internal knowledge base plan or… well… blueprint 🙂 You know it, it’s when you take a piece of paper and start drawing how your house or office you were dreaming of all the time should look like. Just like this 12-year old kid does. Yep, that’s exactly what you will be doing after you finish reading this article. Sounds less painful after

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