Knowledge management

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What is a chatbot and how can it improve customer service?

The question is no longer “Should we use chatbots?” so much as “Where and how should we use chatbots?” to better serve our customers

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Content management vs knowledge management Article

Content management vs knowledge management

The real differences between content management vs knowledge management—spoiler alert, scaling businesses need both

What is a knowledge management system? Article

What is a knowledge management system?

A knowledge management system is the process for gathering and sharing information within an organization and the technology used to manage those processes.

5 of the best knowledge management examples Article

5 of the best knowledge management examples

Here are our favorite knowledge management examples and perhaps the kind of knowledge base your company will want to develop

10 strategies for designing a thriving knowledge base Article

10 strategies for designing a thriving knowledge base

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple

Knowledge management maturity: Tips for leveling up Article

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

From content manager to cross-functional collaborator Article

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

Your customer base is expanding—is your self-service scaling with it? White Paper

Your customer base is expanding—is your self-service scaling with it?

The start of a new chapter of your business, whether you’re moving upmarket or adding products…