Blog Posts

How to plan your external knowledge base content

knowledge base content plan

Listen up colonels. I’m Mustafa, the brigadier general, and I have an order from major general Emil to brief you on how to make a perfect knowledge base plan of attack! Your mission- listen to my briefing and then go apply it to your soldiers in a combat situation. Mission starts in ~ 5 minutes after this brief … It’s not all about the hard work. You know the story. If you want to drop down a tree and you have two

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Engaging Your Employees To Contribute To Your Knowledge Base


… & Building A Knowledge Base To Boost Up Employee Engagement What if you could use your knowledge base for engaging your employees to do their jobs with more passion and motivation? If your company is struggling with employee engagement, you are not alone. Thousands of businesses already have the same problem. According to a study conducted by Gallup Poll more than 70% of U.S. employees feel MISERABLE at their workplace. The main reason: lack of proper engagement and bad

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Hacked: How & When To Use Emojis In Customer Support


John, is that you? (ok, maybe your name isn’t John) But surely you want to make an impression like John did here. You’ve dealt with an angry customer of two? Then you’ll know this fact … …Every customer is a small puppy and a fierce lion at the same time. It all depends on the way YOU approach him/her. Tweet this quote You’ve got this “fierce lion” side of a customer at least once? Then read on … we might

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Why Customers STOP Using Your Knowledge Base!


Truth is, way too many knowledge bases end up being like the left out kid from gym class where customers completely stop using them! The question is: Why exactly? Out of all the countless encounters with knowledge bases, our team and I have managed to compile the main points for why knowledge bases fail. This is obviously the last thing you’d want happening to your KB – so let’s explore the reasons behind it! 1) Polishing Up the Content to

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3 External API’s To Super-Power Your Knowledge Base!

3 API to superpower your knowledge base

Ever thought about how powerful external API’s can be in super-powering your knowledge base? Sounds crazy, but it’s actually a huge advantage in today’s business world where knowledge bases are hard to keep up to date and get sufficient feedback on when users rather call customer support than reading written content online. I started googling around and thinking about how API’s from other companies can be used in creative ways as an advantage for knowledge bases. The results were rather

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Top 4 Experts in Customer Service Share Advice


With so many ups and downs and room for mistakes – customer service can be quite tricky to master. Reviewing and learning from your personal mistakes is one thing, but getting advice and learning from the top experts in customer service – is something else! The people sharing their advice below have either been voted as the Top 30 Customer Service Professionals or Top 100 Most Social Customer Service Pros, while some of them have been regarded as both! So

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4 Bulletproof UX-Hacks To Skyrocket Your Knowledge Base


One of the first questions I had when I started working for HelpJuice was: What exactly are the best design practices of a knowledge base that just makes it so GOOD? Why do some KB’s appeal to me while others make me want to raise a cross and beg them in Jesus’ name to disappear? The UX-principles I came up with (through HUNDREDS of hours of research and conversations with the team) were not only good on their own but

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Finding Out What Your Customers REALLY Feel About You!


Do you know that for every customer that even bothers to complain and tell you “what’s wrong” – a staggering 26 others choose to remain silent? Customer feedback isn’t something that grows like apples on trees and falls on your doorstep. It’s not something you ‘expect’ from your customer, but something that you earn. Acquiring good feedback from your customers will grant you the super-wizard’s knowledge of: Knowing exactly what might not be “working” properly with your product. Understanding, from good

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Small Gestures That Make Your Customer Go “WOW” With Satisfaction!


Wouldn’t we all love it if our customers ran around like headless chickens spreading amazing things about our services?   Of course, of course, we don’t want our customers to be headless … but how do we achieve that last part? On the question “How do your customers find out about your business”, Verizon conducted a survey with small business owners that showed a staggering 85% of the customers come from word of mouth, whereas only 59% resulted from search engines. But

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Dr. StrangeService: How I Learned To Stop Worrying and Love the Customer


Man, I absolutely HATE it when I call customer service and this monotonic robot-like voice answers me almost going “You just made my day worse, how can I help you?”, and then silently sits there punching on that keyboard like he wants to break right through it. I mean, why don’t you drag me down with you while you’re at it? It’s like talking on a freaking suicide hotline. What’s worse is that it makes me never want to call

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