5 KPIs For Your Knowledge Base

Posted by Sarah Robinson-Yu on May 9, 2019 10:30:00 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

5 Steps To Revamp Your Support Community

Posted by Sarah Robinson-Yu on Apr 24, 2019 9:00:00 AM

7 minute read

As newer and better technological tools are created to widen the scope of your community capabilities, new community management strategies continue to evolve. It's important for you to keep your community up to date with the latest trends so that you are able to continue to get the best possible value from your community. 

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Topics: Support

5 Benefits of a B2B Customer Self Service Portal

Posted by Sarah Robinson-Yu on Apr 10, 2019 9:00:00 AM

6 minute read

Providing your customers with a customer self-service portal is hugely beneficial in the B2B world and empowers your customers by giving them the tools to help themselves. As such, providing a customer self service portal as a part of your customer service strategy is crucial to success.

This blog will discuss 5 benefits of a B2B customer self service portal, and why it's more important than ever to solidify this as a key element of your customer service strategy. 

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Topics: Support

5 Habits of Good Customer Service Teams

Posted by Sarah Robinson-Yu on Apr 3, 2019 9:00:00 AM

5 minute read

Good customer service teams all have one thing in common - their habits. In the world of customer service, there are very clear rules about what you should and shouldn't do, however it's still hard to find good customer service these days. This blog will go over 5 winning habits of good customer service teams.

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Topics: Support

5 Must Have B2B Support Community Features

Posted by Sarah Robinson-Yu on Mar 27, 2019 9:00:00 AM

7 minute read

The purpose of a B2B support community is to not only provide your customers with quick solutions, but to also use the crowd-based support to reduce costs. There are however, a number of features needed to support these goals. This blog will discuss 5 of these must have features.

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Topics: Support

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