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 文章

Content management vs knowledge management

Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.

The knowledge management system in practice 文章

The knowledge management system in practice

A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.

5 of the best knowledge management examples 文章

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 basic strategies for creating & designing a knowledge base 文章

10 basic strategies for creating & designing a 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 文章

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 文章

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 圖解資訊

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? 白皮書

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…