Jarratt Isted

Free Knowledge Base Icon Kit for Sketch & Illustrator

Jarratt Isted on

One of the things we've learned over the last year or so is that our customers love customizing their knowledge base and making it look just right. It takes time and effort, but it's always worth it in the end. Trouble is, your designers are probably swamped in work for your product, leaving less time for them to make your knowledge base look awesome. That's why I'm thrilled to release a free knowledge base icon kit for Sketch & Illustrator. Built from scratch, we've created twelve icons in three major categories we've seen our users create the most often. Simply...

Jarratt Isted

Making Walkthrough Videos for Help Documentation

Jarratt Isted on

Leads and customers land on your knowledge base to find answers. They actively want to become successful with your product. And the reason you write them at all is to guide them to get there, right? My top tip when starting with a knowledge base is to write everything down. A customer has a generic problem? Write down the solution. A lead needs some extra info? Write that down too. Fast forward a few months and you’ve got a good set of docs people can refer to. No more repeating yourself. But it seems writing down is only half...

Robin Singh

How Self-Service Knowledge Bases Empower Support Staff to Get More Done

Robin Singh on

“The customer is always right”. Yeah, and they’re super demanding too. According to Harvard Business Review, 65% of customers want their problem resolved in the first try. And, over 60% of customers believe that knowledgeable employees is crucial to providing good customer service. Enter: customer service knowledge bases. A knowledge base system is a customer support tool that helps employees access the information they need. It’s a “self-service” platform, too. Knowledge bases can be implemented internally, where only employees from an organization can use it, or externally, where it’s primarily designed to provide help to customers. All...

Jarratt Isted

5 Top-Notch Image Annotation Tools for Your Knowledge Base Articles

Jarratt Isted on

People come to your knowledge base to solve problems. They don't hang around to get their daily reading fix. Well, at least I don't think they do. If you can solve a customer's problem quicker, you're gonna save yourself a boatload of money on customer support costs and the customer's gonna be pretty happy not to waste their time contacting you too. Whilst the whole 'we have shorter attention spans now because of the internet' might be a complete fad, you can't argue we're an impatient bunch when it comes to getting stuff done. If something's not working the way...