Blog
Notes on support, AI, and writing for help centers
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Knowledge Base
Help Center Analytics: How to Measure Whether Your Knowledge Base Is Working
A knowledge base is not a "publish and forget" asset. Like any support tool, it needs to be measured, reviewed, and improved. The challenge is knowing which num…
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Knowledge Base
How to Build a Knowledge Base That Actually Reduces Support Tickets
Most knowledge bases do not reduce ticket volume. The articles are too vague, the search does not work, or the content is written for people who already know th…
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Knowledge Base
How to Write Knowledge Base Articles That Customers Actually Read
Writing a knowledge base article and writing a good knowledge base article are very different things. Most help content is technically accurate but practically…
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Knowledge Base
Knowledge Base SEO: How to Rank Your Help Articles in Google
Most companies treat their knowledge base as an internal tool — something customers use after they have already found the product. But a well-optimized help cen…
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Knowledge Base
Self-Service Support: Why Customers Prefer Finding Answers Themselves
There is a widespread assumption in customer support that more human contact equals better service. The data tells a more nuanced story. A large and growing seg…
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