What is sales enablement? With the evolution of SaaS, customer success has risen to prominence, but there’s another function that’s become increasingly important inside growth companies- sales enablement. Sales teams succeed when they have access to timely information about competition, product roadmap, pricing changes, buyer personas, updates to demo scripts, sales and CRM data…

Slack is just one of many tools organisations rely on to keep teams in touch with each other at work, whether in an office or working remotely. It’s a great tool for just-in-time communicating, but it hits a wall when it’s your only centralised knowledge source. It’s even harder when…

Most organisations don’t have any kind of knowledge management strategy. They will have storage and collaboration platforms, and often there’s a learning and development plan, but that’s about it. Knowledge management is much broader than even having a knowledge base that’s up to date and serving the needs of employees…

When most people think of customer support, they imagine the help desk scenario in its most reactive sense-customer service people answering tickets from a queue. Support operations is broader than that, though. When you approach your help desk with the bigger picture in mind, you’ll be able to serve far…

Good knowledge sharing habits A great customer experience involves meeting customers wherever they are in their journey. That means providing helpful information that’s relevant to them and useful. Self-service is an increasingly important channel for improving customer experience, with 70% of customers demanding that self-service be integrated into company websites. …

An unused knowledge base is money left behind It’s surprisingly common for small teams to be using a customer service platform and have no idea that there’s a knowledge base attached. I see this with Intercom and Zendesk customers, in particular. Business owners and team leads get into the habit of being the go-to person, that they don’t…

Your KCS program manager should be Jacinda Ardern Like many people around the world, I’ve been following the leadership of New Zealand through the COVID crisis. Jacinda Ardern’s style is direct and firm, but empathetic to the range of responses that can be expected from the public. The way their Prime Minister is leading New Zealanders, right now…

It’s really exciting to see customer support and customer service becoming a career path of choice. In the 90s, customer service was something most people sought to transition out of. In my case, it was burnout that drove me to seek more specialised L2 & L3 analyst roles, before ‘retiring’…

Regardless of your industry, a knowledge base can completely revolutionise the way your customers and employees feel about using your product or service. Chances are, you already have a knowledge base. But if you’re getting less than desirable feedback from your employees and customers about using it, you may be…