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

Live Chat & Bots: Where Do They Fit In When Interacting With Customers?

Jarratt Isted on

Customer support has always been a bit of a necessary evil for companies. Nobody wants to spend money on support, but without support would you have any customers? I doubt it. With the rise of live chat, it's even harder for support reps to deliver good responses, in good time. With email it's acceptable to reply within a day or so. With live chat, that's not ok. You'll need to reply within the hour to impress. With the rising interest in machine learning and artificial intelligence, live chat software companies are asking—how can we use this tech to drop...

Jarratt Isted

6 Customer Support Experts Weigh In on How to Stop Your Help Center from Going Stale

Jarratt Isted on

If you're a startup, keeping up with product updates is exhausting. You're likely pushing new code each week, which means your product is changing every week. Keeping a knowledge base updated is pretty much a marathon with the finishing line moving away from you every step. Your job's never done. But enough of making it sound dire. There are things you and your company can do to make it easier. If you've already invested in a knowledge base, you obviously know the benefits. No more answering the same questions, lower support costs, etc. But these benefits can quickly come crashing...

Jake Peters

How Surprisingly Good Support Wins Us Customers

Jake Peters on

At HelpDocs we’re kinda great at customer support. If you’ve ever sent us a support request (or just a hello) you’ll have seen this yourself. Almost all our chats are replied to within 30 waking minutes. Usually way quicker. It’s safe to say our customers love our support. And our software of course. But mostly our support. 🤓 In fact, our support’s so good we get messages like this every day: Wow! The quality & speed of your support leave me speechless, really! :-) Come for the knowledge base, stay for the support. Often, though, people...