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We recently underwent a total restructuring of our KnowledgeOwl support documentation. In this post, we share that process and offer tips you can apply to your next knowledge base reorganization.

Knowledge transfer will look different in every company. At its most basic, it means getting your people excited about collaborating more and unlocking the latent knowledge held in your business.

There’s a clear connection between your self-service portal and your customer support team, and the customer is in the driving seat. The customer gets to choose.

The topic of this post is contextual help: help that is provided to your users in the context that they need it, without requiring them to switch between tools to find help.

We’re looking at knowledge as it exists in the workplace, and then sharing a Japanese theory of knowledge transfer and knowledge creation (the SECI model).

Proactive customer service is going beyond aiming for customer satisfaction, and instead focusing on customer delight: customers really are number one. It’s the difference between having an ordinary customer experience, and an extraordinary one.