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Is empathy something that some people are simply gifted with? Or is it a skill like any other—one that can be learned, practiced, and maintained?

If you invest time into creating a quality knowledge base using these tips as a springboard, you’ll find your customer support workflows improving, and everyone will be a lot happier.

Companies frequently struggle with departmental silos, where necessary enterprise-wide information remains stuck with one team or one person.

Optimize your content for search so when your users type a query into the search bar, relevant and useful content comes up.

Get a better understanding of contextual help, why it works, and when it doesn't.

This talk at Write the Docs Portland 2021 was given by Jessica Garson. Jessica works for Twitter as a developer advocate. She spends a lot of time creating tutorials.