Knowledge Management

How to Scale Your Customer Success Function with Cognitive Technology

How to Scale Your Customer Success Function with Cognitive Technology

September 14, 2021

Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.

Knowledge-First Model: The Force Majeure of Proactive Customer Support

Knowledge-First Model: The Force Majeure of Proactive Customer Support

September 9, 2021

In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

August 31, 2021

Proactive support is the next-gen in customer service. Read on to know how by switching from case-first to knowledge-first, you empower your support agents to be proactive & build sustainable customer support.

How to Create a Robust Knowledge Management Strategy for Your Enterprise

How to Create a Robust Knowledge Management Strategy for Your Enterprise

August 20, 2021

Enterprises have always struggled to capture and manage knowledge. This blog post details a robust framework to build an effective KM strategy to make your customer service game stronger than ever. Read on!

How Search Analytics Turn Your Content Strategy up to Eleven

How Search Analytics Turn Your Content Strategy up to Eleven

August 3, 2021

Intelligent search analytics can do wonders in your support outcomes. Leveraging ML, NLP, & NLU, it helps you gain valuable insights into customer behavior & search patterns. This blog explains how.

Building An Effective Content Maintenance Strategy for Better Findability

Building An Effective Content Maintenance Strategy for Better Findability

July 23, 2021

Struggling to surface relevant content for your self-help portal’s success? Here's a stepwise guide to building a content management and maintenance strategy that helps.

How a Robust Knowledge Base Remodels Your Support Organization

How a Robust Knowledge Base Remodels Your Support Organization

March 4, 2021

An ideal knowledge base article enables customers to help themselves. Read on to know how you can create articles that are useful and engaging.

Agile Knowledge Management: Why & How to Inculcate It

Agile Knowledge Management: Why & How to Inculcate It

January 7, 2021

Agile knowledge management, the new-age way to manage information in organizations. This blog post explains what it is, why you need it, and how you can instill it.

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference