When I hear "wiki software" my mind automatically jumps to "Wikipedia". However, this phrase doesn't necessarily refer to Wikipedia. So, it would be helpful to delve deeper into what wiki software is and explore the best tools available in 2023. What is wiki software? Simply put,... read more
Nowadays, customers can get help and solutions around the clock. Whether through support agents or chatbots, they can get assistance whenever they have questions or problems. The availability of instant support enhances the customer experience by enabling customers to get answers... read more
What is Knowledge Sharing Culture? A knowledge sharing culture is an organizational or societal ethos that emphasizes the open exchange of information, insights, and expertise among its members. It's all about fostering an environment where individuals are encouraged and... read more
Access to knowledge is one of the most critical factors in a well-functioning organization. Companies realize that by storing information in internal “knowledge bases,” they can use this knowledge capital in new and effective ways. At the same time, knowledge-sharing platforms... read more
Everyone most likely remembers those first days in a new job when everything seems new and unfamiliar. The enormity of the information is overwhelming and it’s easy to feel like you’re falling behind. This is where the employee onboarding process comes in. This process... read more
"Canned responses" might sound a bit mechanical, but let me tell you, these simple tools are absolute game-changers when it comes to customer service. Don't be fooled by the term - they're all about building stronger connections with our customers. Understanding canned responses... read more
Efficient customer service is the backbone of any successful business. One metric that plays a crucial role in evaluating customer service efficiency is the average handle time (AHT). What is the average handle time? Average handle time measures the total time of a customer... read more
Think of customer onboarding as a journey within the broader customer journey—a vital chapter where the real magic happens. Whether you're a tech startup unveiling a groundbreaking app or an e-commerce business introducing innovative products, the onboarding customer experience... read more
When it comes to resolving customer issues, every minute counts. Let's face it: none of us want to be left hanging on the line or waiting endlessly to reply to our email or chat message. We want our problems solved promptly, efficiently, and with the least amount of hassle. The... read more
Keywords and tags have been with us since the dawn of the internet. There is no way to navigate around the web without keywords. After all, it is one huge library of text, images, and videos. Keywords and tags help us navigate through information, be it in social media,... read more
Have you ever found yourself lost in the vast labyrinth of the world wide web? With information overload just a click away, navigating through the digital landscape can often feel like a wild adventure without a map. But fear not! There's a secret weapon in the realm of web... read more
Have you ever wondered how emergency services swoop in and save the day in the face of a crisis? It all boils down to one crucial factor: their first response rate (FRR). Picture this: a medical emergency, a natural disaster, or an accident occurs. Every second counts in these... read more
Customer satisfaction is all about meeting and even exceeding customer expectations. It's about going the extra mile to make sure your customers are satisfied with their experience. When customers have a positive score on the customer satisfaction scale, it translates into... read more
Have you ever wondered how some companies deliver exceptional support while keeping their customers happy and their support teams sane? Well, let me introduce you to a game-changing concept: case deflection. Picture this: a bustling support community where customer queries vanish... read more
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