Everyone loves self-service content. It’s a fabulous way to build trust with your customers and to help them find answers to their questions in a… Read More »4 Pain-Free Ways to Keep Your Self-Service Content Updated
It might surprise you to know that there are three regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes,… Read More »Top Customer Support Blogs, Communities, Podcasts and Newsletters
Service level agreements, or SLAs, are integral to any service-based industry. Most customer support teams use them to ensure customer expectations are met. But can SLAs… Read More »Webinar: SLAs – How to Meet Your Customer Expectations
Do you want to ensure your customers can understand how your software works? Why not try a screencast in addition to more traditional written content?… Read More »A Step-By-Step Guide to Creating Kickass Self-Service Screencasts
Let’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to… Read More »17 Tools to Help You Write the Perfect Email to Just About Anyone
Interactive Guide Developing a great customer support experience is as much art as it is science. So much depends on the type of product, the… Read More »Interactive Guides: The Secret Weapon in Support’s Arsenal
For home bakers, King Arthur Flour is somewhat of a holy grail. As the friendly Vermont-based purveyor of all things baking – including some of… Read More »The Only Flour Company with an Emergency Hotline
WooThemes recently announced that they were closing down @WooSupport and would no longer be providing social customer care on Twitter. Advocates were quick to jump… Read More »Why WooThemes Shouldn’t Have Retired Twitter Support
As a team of passionate self-service advocates, we’re surprised that most people don’t see technical writing and content strategy in a similar light. It’s as… Read More »Knowledge Base Style Guide: What’s Your Self-Service Content Strategy?
Customers who go to self-service first are part of a growing user type who prefer to solve their own problems. They are by nature both… Read More »What Goes into a Help Center Audit?
A help desk software enables customer care operators to keep track of customer requests and deal with their issues. For a software to be considered… Read More »What Is a Helpdesk? What Isn’t a Helpdesk?