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It's important to be mindful of the words we use when describing our customers or even our job titles. Words are powerful things and can affect attitude!

It's also best to at least try to answer the customer's question even if you aren't completely sure what they mean. Here's why.

Knowledge bases can help you stop answering the same questions over and over again, saving time and money and freeing up resources.

Contextual FAQs help answer your customers questions at the moment they arise, providing great customer service and a great customer experience.

So why do your foreign customers, and those for whom English is a second language, love your knowledge base and self-help options? Easy. Self-service options like your knowledge base reduce barriers built by time-zones, languages, and cultures.

Writing software documentation is a great way to drive development of your product.