The Owlery

— KnowledgeOwl's blog for knowledge base knacks and hacks

What we can learn from customer service cultures around the world

01/17/2020Catherine Heath
Customer service culture varies around the world. Cultural context shapes our expectations of the service we receive in reality. What can we learn from international customer service practices?

How documentation can poka yoke (prevent mistakes) for users

01/09/2020Catherine Heath
While a lot of documentation can be corrective – that is, aimed at troubleshooting problems which have already occurred – there’s a powerful argument to be made that you should invest in preventative documentation.

The trick to convincing your customers to use self-service

01/03/2020Catherine Heath
Customers want to do what is easiest, not what is desirable for your company. They are self-focused, and rightly so. The solution is to align your business goals with your customer’s goals, so that everybody wins.

Reorganizing your knowledge base: a KnowledgeOwl case study

12/30/2019Kate Mueller
We recently underwent a total restructuring of our KnowledgeOwl support documentation. In this post, we share that process and offer tips you can apply to your next knowledge base reorganization.

Encouraging knowledge transfer in your company's workplace

12/23/2019Catherine Heath
Knowledge transfer will look different in every company. At its most basic, it means getting your people excited about collaborating more and unlocking the latent knowledge held in your business.

Making the case for self-service customer support (with statistics)

12/16/2019Catherine Heath
There’s a clear connection between your self-service portal and your customer support team, and the customer is in the driving seat. The customer gets to choose.

What is Contextual Help, and how it can lead to happier users

12/12/2019Catherine Heath
The topic of this post is contextual help: help that is provided to your users in the context that they need it, without requiring them to switch between tools to find help.

Japanese knowledge theory: the types of workplace knowledge

12/04/2019Catherine Heath
We’re looking at knowledge as it exists in the workplace, and then sharing a Japanese theory of knowledge transfer and knowledge creation (the SECI model).

The magic of proactive customer support in growing your business

11/27/2019Catherine Heath
Proactive customer service is going beyond aiming for customer satisfaction, and instead focusing on customer delight: customers really are number one. It’s the difference between having an ordinary customer experience, and an extraordinary one.

Guide to Knowledge Management and the role of a knowledge base

11/25/2019Catherine Heath
Your organization’s unique store of knowledge is a competitive business advantage. This knowledge must be preserved and shared if your organization is to reach its full potential for productivity.
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