Designing a People Centered Self-Service Support Experience

Posted by Sarah Robinson-Yu on Apr 3, 2020 9:00:00 AM

10 minute read

Customers have always expected a reasonable standard of customer service, however ironically in an era where technology has made it possible to not only meet but exceed standards, it seems good customer service is increasingly hard to find.

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Topics: Community, Support

How to Deliver Support When Call Centers are Shutting Down

Posted by Mel Attia on Mar 30, 2020 9:30:00 AM

5 minute read

We are living in unprecedented times, with one third of the world population on lock down because of the novel coronavirus, COVID-19. The Financial Post talks about India’s outsourcing industry buckling, with call centers scrambling to set up employees to work from home. And even as I write this, the effects are also being felt in North America, with over half of the US states in complete lockdown, as well as several Canadian provinces.

The support call center is under fire.

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Topics: Community, Support

What's the Most Effective Customer Support Channel for Your Business?

Posted by Sarah Robinson-Yu on Feb 18, 2020 8:15:00 AM

10 minute read

Customer support is a must. And excellent customer support is now seen as a requirement rather than a nice-to-have. There's a ton of different options out there when it comes to providing support, but which support channel is right for your business? 

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Topics: Support, News

5 Reasons B2B Businesses Need Support Communities

Posted by Sarah Robinson-Yu on Jan 31, 2020 10:15:00 AM

6 minute read

Customer support is one of the most critical aspects of a B2B business, and having a support community is the best way to provide this support effectively. There are a number of reasons why B2B businesses need a support community and this article will touch on 5 of the most important reasons.

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Topics: Support

5 KPIs For Your Knowledge Base

Posted by Sarah Robinson-Yu on Dec 18, 2019 10:00:00 AM

7 minute read

All platforms, strategies and processes in your organization need to be measured in order to identify areas for improvement and areas to build on. Your knowledge base is no exception; collecting regular statistics on the performance and health of your knowledge base is what will keep it well-oiled and running as intended.

Neglecting to collect and measure KPIs from you community can lead to the decay of useful information and an inability to provide your customers with an adequate level of customer self service.

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Topics: Support, Knowledge Base

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