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While a lot of documentation can be corrective – that is, aimed at troubleshooting problems which have already occurred – there’s a powerful argument to be made that you should invest in preventative documentation.

Customers want to do what is easiest, not what is desirable for your company. They are self-focused, and rightly so. The solution is to align your business goals with your customer’s goals, so that everybody wins.

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.