Bad or no customer service costs more than a sustainable customer experience. But a lot of large companies don’t prioritise… Read More »Customer Feedback Culture

In customer service, reps use automated ticketing systems. So reps are listening to the next customer’s problem whilst sending over… Read More »Ticketing Systems

Customer support is about: Keeping customers happy Telling businesses how they can grow Customers are always going to have problems… Read More »Support Ticket Definition

More than half of all customers don’t like dealing with customer service teams. It’s not because they can’t help or… Read More »Customer Self-Service

You need content to engage with customers in the digital world. This advice is not new, but the type of… Read More »Content Types That Support Customers

So you’ve learnt a new marketing or sales tactic and now all of a sudden you see it being used… Read More »Writer Bias and How to Prevent it

An internal knowledge base is used when employees: Need to find information Collaborate with teams Are in training In this… Read More »Internal Knowledge Base

Most consumers want to solve issues on their own and they start by searching a company’s resources before contacting a… Read More »What is a Knowledge Base?

Customers will stay loyal if you give them a good experience. Or they will go to your competitors, with more… Read More »Creating Knowledge Base Content to Help Customers

Most company websites have a FAQ or Frequently Asked Questions page.  These page have questions asked by customers about cover… Read More »How to make your own FAQ page