Userpilot

SEPTEMBER 21, 2022

How can you use knowledge base tools to guide your customers and remove their frustrations while using your product? An in-app knowledge base enables you to take advantage of the self-serve support model for effective customer service delivery. There are numerous knowledge base tools in the market.

Analytic Tools 85

Analytic Tools Feedback Software Reporting Tools Data Visualization 85

Userpilot

NOVEMBER 30, 2022

Have you ever wondered why companies invest so much time and effort into their customer service knowledge base? In this article, we’re going to go over all the benefits, best practices, and software that you need to make a world-class self-serve knowledge base ! What is a customer service knowledge base?

Feedback Software 82

Feedback Software Analytic Tools Reporting Tools Data Visualization 82

The Product Coalition

JUNE 30, 2020

Article 4 in a series about how to establish a robust, scalable, and lean product discovery framework in your organization. Continue reading on Product Coalition ».

Product Research 78

Product Research Framework Article User Testing 78

Userpilot

DECEMBER 3, 2020

A great knowledge base will not only crush your support ticket volume, but also help you keep more users (aka: reduce churn) at every stage of the user journey. In this blog, we’ll show you the right way to build and maintain a knowledge base that delivers for you and your users. But a knowledge base does something else.

Feedback Software 61

Feedback Software Analytic Tools Customer Experience User Testing 61

TSIA

SEPTEMBER 2, 2014

While this can cause anyone in the support services industry to be more than a little nervous about their perceived value to customers, I also explored and debunked some common myths surrounding the importance of having a publicly accessible knowledge base.

40

40

TSIA

AUGUST 29, 2014

Today, most B2B support knowledge bases are locked behind customer logins. In this two-part blog series, I’m going to talk about the ways in which knowledge management is evolving and how your business can adapt. But “The Times They Are A-Changin’ ” It’s time to rethink that decision.

B2B 40

B2B Blog Customer Experience Management 40

Userpilot

APRIL 3, 2024

SurferSEO’s Resource Center features an “ask the community” option, fostering a collaborative environment through peer support and knowledge exchange. With Userpilot, you can also personalize knowledge base content based on user segments , ensuring that each resource the user interacts with is relevant.

Feedback Software 84

Feedback Software Analytic Tools Research Software Data Visualization 84

Userpilot

JULY 20, 2023

TL;DR A customer self-service portal is a platform where customers can find information and solutions about your product through a knowledge base , AI chatbot , or using an automated task management platform. HelpJuice for businesses who need a knowledge base tool with a complete set of features right up front.

Embedded Analytics 90

Embedded Analytics Reporting Tools Data Visualization Analytic Tools 90

Userpilot

SEPTEMBER 8, 2022

You will also know how different it is from a knowledge base, as well as some of the best examples that can help you create one. The primary difference between a knowledge base and a help center is that help centers serve as an in-app resource, whereas knowledge bases are found on the website.

Feedback Software 90

Feedback Software Customer Experience User Testing Customer Feedback 90

Intercom, Inc.

SEPTEMBER 28, 2021

“Instead of considering company size when prioritizing the problems to be solved, we classified based on maturity of a customer’s knowledge base”. Classifying customer knowledge base maturity when building Intercom’s Articles product. This approach was crucial to designing our Articles product.

Feedback Software 249

Feedback Software Product Manager Product Management User Testing 249

Userpilot

JANUARY 12, 2023

To provide after-hours support, start by building a self-service knowledge base. Userpilot helps you provide after-hours support with its powerful knowledge base functionalities, in-app experience builders, and more. A knowledge base is the cheapest way to provide after-hours support. Case studies.

Embedded Analytics 80

Embedded Analytics Customer Experience Customer Satisfaction Software Review 80

Userpilot

MARCH 17, 2024

The 10 analytics dashboard examples include web, digital marketing, business insights, social media, product usage, customer journey , user behavior , user retention, knowledge base , and Net Promoter Score analytics dashboards. It lets you know how customers engage with your knowledge base content.

Data Visualization 79

Data Visualization Analytic Tools Feedback Software Dashboard 79

Intercom, Inc.

JULY 17, 2019

These days, many companies offer a knowledge base for their customers to use. The self-service aspect of knowledge bases makes them natural time-savers for users and businesses alike. But a knowledge base – or, as we call it here at Intercom, a help center – shouldn’t stand alone as your only support option.

User Testing 245

User Testing Customer Feedback Customer Experience Product Research 245

Userpilot

MARCH 23, 2023

Provide customers with self-service education by creating a knowledge base packed with helpful resources. #4: Include an always-on feedback widget in your knowledge base so customers can report technical issues when they occur. #6: Create a knowledge base with Userpilot. Create a knowledge base in Userpilot.

Feedback Software 88

Feedback Software Research Software User Testing Customer Experience 88

Userpilot

AUGUST 30, 2023

Implement an in-app knowledge base to provide support without relying on human labor. Addressing common questions with FAQs, a knowledge base, and an AI assistant. Build a knowledge base to enable customer self-service It doesn’t matter how much you automate the onboarding process.

Customer Experience 81

Customer Experience Feedback Software User Testing Analytic Tools 81

Mind the Product

NOVEMBER 17, 2022

In this second part, he offers an example of a knowledge transfer plan template — one you can copy and paste to send out today. Plus, we’ll examine three of the most popular knowledge-based solutions, and how to get the most out of them. [.]

Product Manager 162

Product Manager Product Management Management Management 162

Intercom, Inc.

AUGUST 17, 2020

And while machine translation is often suited to live conversations due to the importance of responding in real-time, anything less than human translation for knowledge base articles and onboarding flows won’t make for a good customer experience – and will inevitably result in low engagement and adoption rates.

Research Software 276

Research Software User Testing Software Review Customer Experience 276

Intercom, Inc.

OCTOBER 1, 2022

Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities. Plus, agents are freed up to spend more time on the conversations that require a human touch.

Data Visualization 104

Data Visualization Customer Experience Research Software User Testing 104

Userpilot

JANUARY 14, 2023

Creating step-by-step guides and knowledge base content of different formats to guide users around specific tasks and problems. Each course contains training content that dives deeper into your product (and the industry knowledge required to use it) than typical knowledge base articles.

Customer Experience 92

Customer Experience Feedback Software Education Customer Feedback 92

Userpilot

MAY 21, 2023

Use in-app guidance such as tooltips , checklists , or knowledge bases to assist customers if they need help with any features. Examples of in-app guidance can include tooltips , onboarding checklists , and knowledge bases. They use a knowledge base to help with any issues customers frequently encounter.

Feedback Software 84

Feedback Software User Friction User Testing Customer Experience 84

The Product Coalition

DECEMBER 5, 2019

There are several popular ways that companies answer users’ questions: a help desk with tickets, a knowledge base with articles, and live chat with support agents. An article from the Atlassian blog describes a knowledge base as a “self-serve online library of information about a product, service, department, or topic.”

Feedback Software 78

Feedback Software Customer Experience User Testing Customer Feedback 78

Userpilot

MAY 9, 2024

Offer self-service support with a knowledge base. For example, new users would benefit more from basic troubleshooting guides, while experienced users will appreciate in-depth knowledge base articles. A comprehensive knowledge base instantly improves your customer service experience and satisfaction.

Data Visualization 86

Data Visualization Reporting Tools Customer Experience Customer Feedback 86

Userpilot

NOVEMBER 6, 2023

– Build an in-app knowledge base to resolve any gaps. Make sure that this entire knowledge base is accessible from within the app via an in-app resource center to bridge the gap between friction and its solution. . – Analyze your funnel to identify any drop-off point. What are customer experience gaps?

Customer Experience 75

Customer Experience Feedback Software Customer Feedback Data Visualization 75

Intercom, Inc.

JULY 10, 2019

Increase self-service with Articles Pro – a multilingual knowledge base. Using Articles Pro , you can build a multilingual knowledge base to provide self-service support that’s available 24/7 in 38 languages without having to hire a single extra rep. We think we’ve found a better way.

Branding 149

Branding Reporting Tools Inbound Customer Experience 149

TechEmpower - Product Management

OCTOBER 9, 2023

Moreover, LLMs come equipped with an extensive knowledge base derived from the vast amounts of data they've been trained on. This expansive, and ever-increasing knowledge base allows them to provide insights, answers, and context that may not even exist in a business's specific dataset or repository.

Artificial Inteligence 138

Artificial Inteligence Generative AI Feedback Software Data Visualization 138

Userpilot

APRIL 21, 2024

Create a knowledge base so customers can self-service solutions instead of contacting support. Build a knowledge base to offer help without customer support agents A knowledge base includes all the content and resources you create to help your customers effectively use your product or service.

Feedback Software 88

Feedback Software Analytic Tools Data Visualization Reporting Tools 88

Product Innovation Educators

NOVEMBER 4, 2024

Jack explains how PDMA’s comprehensive knowledge base helps companies innovate effectively across different industries and cultures. Jack explains how PDMA’s comprehensive knowledge base helps companies innovate effectively across different industries and cultures.

User Testing 103

User Testing Research Software Analytic Tools Feedback Software 103

Userpilot

JULY 29, 2024

It’s ideal for creating, storing, and sharing information, making it a powerful tool for knowledge management. Here are some key features that make Notion stand out: Customizable knowledge Base : Teams can set up wikis for different departments, such as engineering, marketing, and product management. Notion wiki example.

Analytic Tools 86

Analytic Tools Feedback Software Research Software Data Visualization 86

Intercom, Inc.

NOVEMBER 30, 2021

An integrated knowledge base and chatbots so you can empower your customers to self-serve and get instant answers. Intercom is an all-in-one Customer Communications Platform that empowers you to build better customer relationships through personalized, messenger-based experiences across the entire customer journey. Team Inbox.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

SEPTEMBER 27, 2024

Knowledge base & resource center tools. A self-serve knowledge base or a resource center may not always be enough to answer all your users’ questions – so in-app chat can be the thing to enhance your user onboarding process. Signup flow tools – for removing friction from your user onboarding process.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization Reporting Tools 52

Userpilot

JULY 21, 2022

Here, users can access resources like knowledge base , tutorials, and videos directly from your product. Letting you organize your knowledge base into top-level categories and sub-categories. To make in-app onboarding guides like interactive walkthroughs available in your knowledge base. In-app guides.

Feedback Software 90

Feedback Software Analytic Tools Data Visualization Customer Feedback 90

Userpilot

AUGUST 20, 2023

Create an in-app knowledge base that’s easily accessible from your app, resourceful, and curated for specific user segments. Build an in-app knowledge base for proactive support It doesn’t matter how meticulous your onboarding process is. Now, anyone can build a knowledge base.

Data Visualization 68

Data Visualization Analytic Tools Feedback Software User Testing 68

Userpilot

APRIL 21, 2024

Here’s what you should implement: Add different content types to your resource center The resource center serves as the knowledge base and go-to place where users can find helpful information about potential issues and how to navigate your brand or product. Knowledge base section that leads to further article categories.

Analytic Tools 82

Analytic Tools Feedback Software Data Visualization Embedded Analytics 82

Userpilot

FEBRUARY 13, 2024

However, the ones that get the job done have at least two to three of the following key features: Knowledge base portal : This is a digital library that provides comprehensive information on your product, including features, FAQs, use cases, and troubleshooting. Empower users and increase customer satisfaction.

Analytic Tools 52

Analytic Tools Reporting Tools Feedback Software Embedded Analytics 52

Userpilot

APRIL 11, 2023

Creating a robust knowledge base to provide 24/7 support that exceeds customer expectations. Create a knowledge base that combines different resource formats and helps users troubleshoot at any time. Your knowledge base should be easy to find and should be structured into modules or according to JTBDs for easy navigation.

Feedback Software 91

Feedback Software Analytic Tools Data Visualization User Testing 91

Userpilot

MAY 16, 2023

Beyond the sprawling knowledge bases and ever-occupied support agents, UX patterns and in-app communication channels help you meet customers’ needs on demand. Click here to see how Osano reduced churn with a knowledge base. A good embedded help desk, however, is more than just a library of knowledge base articles.

UX 80

UX Customer Experience Customer Satisfaction User Friction 80

Userpilot

SEPTEMBER 8, 2024

Here are some key examples: Knowledge base : A centralized online library that provides detailed articles, FAQs, and guides to help users troubleshoot issues and understand how to use the product effectively. It is convenient for users and reduces the workload on companies’ customer service teams.

Data Visualization 84

Data Visualization Onboarding KPIs Feedback Software Reporting Tools 84