— KnowledgeOwl's blog for knowledge base knacks and hacks
From having a sensible customer support infrastructure, to reminding yourself that we don't know everyone's story, here are strategies for having more empathy.
Your team handbook is the manual that you present to all employees, and it contains the essentials of working for your company.
Jidoka means catching errors in the production system at the first chance you get, in order to stop them snowballing into larger problems and defects.
The documentation team at Splunk have written their own book called The Product is Docs. It covers the most important aspects of documentation for software development product teams.
There’s quite a difference between engineering a “newsworthy” customer service experience, and simply just getting it right every time. It may not go “viral”, but it wins you customers for life.
When someone complains, it naturally arouses our instinct to defend ourselves, and avoid blame for negative situations. But it doesn’t have to be this way.
In this episode, Kate reflects on her career—both as a user of and support member for knowledge base software—to share the criterion you should consider as you choose the right knowledge base for your organization
Sometimes, poor documentation is a minor amusement. Other times, insufficient documentation can actually be dangerous. Mostly though, poor documentation is frustrating more than anything.
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?
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.