Catherine Heath
A practical guide to getting started with Knowledge-Centered Service (KCS)
In this post we dive deep into how the KCS methodology works and how to get started using a Knowledge-Centered approach to Customer Support.
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Craig Stoss
- Dec 21, 2022
- 8 min
Setting up your Zendesk platform to do more with less
We explore some powerful features that will help you set up your Zendesk platform to do more with less.
Sorin Alupoaie
- Dec 14, 2022
- 5 min
8 Zendesk Chrome Extensions to Boost your Productivity in 2023
Why you should consider downloading a Zendesk Chrome Extension as well as eight super Zendesk Chrome extensions to boost your productivity i
Sorin Alupoaie
- Dec 9, 2022
- 4 min
How to optimize your Zendesk workflows to handle high ticket volumes
What Zendesk optimizations you can do to help your team handling a large volume of tickets whenever the next busy season rolls around.
Sorin Alupoaie
- Dec 2, 2022
- 4 min
How to build a successful customer support knowledge base: 6 tips
Tips to help you build a knowledge base that does a great job at helping customers.
Nouran Smogluk
- Nov 30, 2022
- 7 min
How to build a business case to increase the investment in your knowledge base
In this article, we present four ways investing in a knowledge base will positively impact a business.
Sorin Alupoaie
- Nov 23, 2022
- 7 min
Using a prioritization framework for help center content. Interview with Sarah Miller @ Oyster HR
In this interview Sarah Miller, Sr. Knowledge Manager at Oyster HR, shares her experience on which factors to prioritize articles, and more.
Sorin Alupoaie
- Nov 16, 2022
- 7 min
Bringing customer empathy into Knowledge Management. Interview with Karissa Van Baulen @ Hotjar
In this article we discuss Knowledge Management topics with Karissa Van Baulen, Customer Education Lead at Hotjar.
Sorin Alupoaie
- Nov 3, 2022
- 5 min
How and Why To Automate Your Customer Support (Saving Time And Resources!)
In this article, we're going to be looking at the benefits of customer support automation.
Sorin Alupoaie
- Nov 2, 2022
- 6 min
5 Best Zendesk Help Center Themes to consider in 2023
If you're looking for a way to update your Zendesk help center, it can be hard to know where to start. There are so many different themes...
Nouran Smogluk
- Nov 1, 2022
- 9 min
13 ways to effectively manage high volume in Customer Support
13 techniques you can employ TODAY to help your Customer Support team deal with high ticket volume in busy holiday season.
Sorin Alupoaie
- Oct 28, 2022
- 4 min
Optimizing How You Handle Zendesk Tickets: A Primer
Learn how to optimize your Zendesk ticket management, and make your customer service much more efficient and streamlined.
Sorin Alupoaie
- Oct 13, 2022
- 6 min
7 Zendesk Apps to Automate and Optimize your eCommerce Support Workflows
Are you utilizing Zendesk apps to aid your customer service team to automate and improve Support workflows? As busy periods approach, now...
Sorin Alupoaie
- May 19, 2021
- 4 min
How to build a culture of knowledge-sharing
A few months back I had the opportunity to talk with over thirty Support Engineers, most working for established software companies with...
Sorin Alupoaie
- Apr 8, 2021
- 4 min
How to mine a feature request for better product decisions
No matter how great your product is, there will be gaps between what the customer needs and what the product offers. So if you work in...
Sorin Alupoaie
- Feb 15, 2021
- 5 min
How to get customers to "see" your SaaS Knowledge Base
You finally have the help center you are proud of. Probably you spent months talking with the product team, reading support tickets,...
Sorin Alupoaie
- Jan 21, 2021
- 6 min
Off the shelf support automation with GPT-3
Helping the customer help himself is undoubtfully one of the most important things you can do in Customer Support. For this you need two...
Sorin Alupoaie
- Dec 10, 2020
- 4 min
Auto-crafting a message reply, and other GPT3 use cases
In this issue, I continue my exploration of GPT3 with a deep dive into some interesting use cases of this technology in Customer Service....
Sorin Alupoaie
- Nov 17, 2020
- 5 min
The tale of a sarcastic bot, and other GPT-3 stories
This post was originally published in CustomerThink Something huge happened in the AI space this summer. A major breakthrough in the way...
Sorin Alupoaie
- Nov 9, 2020
- 7 min
How to build and grow your Help Center with Data Analytics
This post was originally published in CustomerThink A knowledge base is a great way to help customers find the answers they need before...
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