Intercom, Inc.

MARCH 2, 2018

It really is our “knowledge base” Look beyond FAQs. When we’re creating other materials like webinars and help videos, we refer back to our docs time and time again to check how we defined things in the first place.

Customer Experience 218

Customer Experience Marketing Webinar Demo 218

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 173

Product Manager Product Management Management Management 173

Intercom, Inc.

MAY 16, 2018

Similarly, when we launched our new knowledge base product in December 2016, it became clear that product and marketing were not aligned on what the product was, let alone how we should take it to market. Raechel: “Why does our own knowledge base, powered by our new product, live at docs.intercom. com then?”.

Product Marketing 223

Product Marketing Marketing Strategy Customer Experience 223

Intercom, Inc.

DECEMBER 8, 2020

Could they be resolved more effectively through a self-serve option like a knowledge base , are they immediately triggering ticket closure, or are they more valuable conversations that require a human touch? Not all conversations are born equal, and understanding this will allow you to prioritize them effectively based on context.

Onboarding KPIs 211

Onboarding KPIs Customer Feedback Data Visualization Customer Experience 211

Intercom, Inc.

DECEMBER 2, 2019

Increase self-service support with an integrated, multilingual knowledge base. To meet this challenge, you can translate your knowledge base so that every customer can easily find answers on their own. That way, once the inquiry does reach a teammate, they have all the context to help a customer quickly.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

FEBRUARY 22, 2019

AI chatbots use your existing information and resources, like FAQs or knowledge bases , to answer questions and offer help. A customer service chatbot is a bot that uses artificial intelligence and machine learning to answer basic customer questions via a live chat messenger. These may be questions like “how do I add more users?”

Customer Experience 267

Customer Experience Artificial Inteligence Inbound Banking 267

Intercom, Inc.

MAY 2, 2018

However, for most companies, “self-service” support means a static, monolithic knowledge base intended to deflect customers, hoping they find the answer for themselves. These knowledge bases offer an impersonal, out of date, deliberate dead end whose sole purpose is to keep support costs down.

Customer Experience 190

Customer Experience Inbound Messaging Article 190

The Product Guy

MARCH 17, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 169

Product Manager Product Management Management Management 169

Intercom, Inc.

APRIL 25, 2018

Powered by our knowledge base product , it suggested articles to people after they typed a message. It worked well, but we started to ask ourselves: what if we could get people to check out the knowledge base before typing a message? Before this, we’d invested a lot of time in features like article suggestions.

Embedded Analytics 215

Embedded Analytics Feedback Software User Testing Customer Experience 215

The Product Guy

MARCH 4, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 164

Product Manager Product Management Management Management 164

The Product Guy

APRIL 21, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 162

Product Manager Product Management Management Management 162

The Product Guy

APRIL 14, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Engineering 162

Engineering Product Manager Information Product Management 162

The Product Guy

MARCH 10, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 162

Product Manager Product Management Management Management 162

The Product Guy

MARCH 31, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 159

Product Manager Product Management Management Management 159

The Product Guy

APRIL 28, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Consulting 156

Consulting Product Manager Information Product Management 156

The Product Guy

APRIL 7, 2020

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 156

Product Manager Product Management Management Management 156

Intercom, Inc.

MAY 26, 2022

Be sure to continuously use your FCR data to revisit training and equip your team with the internal documentation and resources they need to best support your customer base. Create a more robust knowledge base for your customers. Your customers are savvy – more often than not, they can troubleshoot on their own.

Data Visualization 210

Data Visualization Customer Satisfaction Product Research Customer Experience 210

Intercom, Inc.

JULY 1, 2020

Many support teams set up a knowledge base to provide customers with the answers they need, so they’re empowered to help themselves. This can help you identify the most helpful knowledge base articles, Outbound Messages, and Product Tours to create next. Create relevant content to provide help at key moments.

User Friction 239

User Friction Outbound Customer Experience Onboarding KPIs 239

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 88

Embedded Analytics Reporting Tools Data Visualization Analytic Tools 88

Intercom, Inc.

OCTOBER 18, 2021

A great example of this is our knowledge base product, Articles. This means changes to the product can be informed – or even led by – the insights gained from exploring the data framed by these metrics. Example: How data informed the design of our Articles feature.

Data Visualization 269

Data Visualization Analytic Tools User Testing Customer Experience 269

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 82

Feedback Software Analytic Tools Research Software Data Visualization 82

The Product Guy

MAY 10, 2019

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 155

Product Manager Product Management Management Management 155

The Product Guy

JULY 2, 2019

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Information 151

Information Product Manager Product Management Management 151

The Product Guy

JUNE 18, 2019

It’s an awesome way to meet fellow Product People in a laid-back, conversational environment within which sharing and learning can flourish and complement the knowledge base for all on a peer-to-peer basis. About ‘The Product Group’ The Product Group is an opportunity for Product Managers, etc.

Product Manager 150

Product Manager Product Management Management Management 150

Intercom, Inc.

SEPTEMBER 30, 2020

At Aircall, the team has integrated several systems to build their support operation, including Intercom for its live chat and knowledge base, JIRA for ticketing, and of course, Aircall for phone support. Choosing tools for your support tech stack is a careful and considered process.

Customer Experience 211

Customer Experience User Testing Data Visualization Reference 211

Intercom, Inc.

JANUARY 20, 2021

Your knowledge base is a living entity, just like your product. The more excited you feel while writing, the more motivated your customers will be to learn and progress. Your customers are more familiar with the job they’re trying to achieve, not the terminology of your product. Revisit your content often.

User Testing 232

User Testing Customer Feedback Customer Experience Embedded Analytics 232

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 User Testing Research Software 104

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

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 86

Feedback Software Research Software User Testing Customer Experience 86

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 90

Customer Experience Feedback Software Education Customer Feedback 90

Intercom, Inc.

APRIL 27, 2021

If your team is snowed under with repetitive questions from customers, try aggregating the most common requests and using them as the starting point to build a knowledge base where customers can resolve their queries in their own time.

User Testing 118

User Testing Customer Experience Customer Feedback Feedback Software 118

The Product Coalition

AUGUST 6, 2021

link] Hunting For The Treasure General Awareness The more diverse knowledge base one has the farther they could think, the more associations thy can make across areas, the more range of possibilities one could come up with. Creativity is associated with Divergent thinking. Judge a person on Breadth as well as Depth.

Product Research 158

Product Research Finance Technology Testing 158

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 77

Data Visualization Analytic Tools Feedback Software Dashboard 77

Intercom, Inc.

AUGUST 18, 2020

Many of you use multiple help centers or third-party knowledge bases to support different groups of users. Keep tabs on key metrics by downloading or subscribing to the reports that matter to you. Easily manage and measure the impact of your help docs with our new Articles API.

Data Visualization 197

Data Visualization Article User Testing Customer Feedback 197

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 82

Feedback Software User Friction User Testing Customer Experience 82

The Product Coalition

JUNE 3, 2022

And, of course, the knowledge base is constantly growing as medical science advances. Conclusion To a great extent, the future of eLearning in healthcare will be shaped by mobile apps as they allow carrying a huge knowledge base in your pocket. Source: Andersen Flexibility The healthcare sector is rapidly developing.

Healthcare 126

Healthcare Seminar Education User Testing 126

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 79

Customer Experience Feedback Software User Testing Analytic Tools 79