Blog Posts

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

Before we start, quick question: Do you know what a 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

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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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5 Quick Tips How to Optimize Your Knowledge Base

  Once upon a time (but not so long ago): Yahoo and AltaVista used to be the the places where you would search for something online until Google came. Everyone was socializing on the internet using fake names until Facebook came. We were connecting to the internet listening contagious chords of dial-up modems until ADSL and WiFi came. Everyone was browsing the internet from desktop computers until smartphones came. OK, stop! What the heck does this have to do with

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How to plan your external knowledge base content

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 API to superpower your knowledge base

3 External API’s To Super-Power 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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