It’s hard for native English speakers to imagine struggling to find information online since over half the internet is written in English (despite only around 16% of the world’s population speaking it proficiently). But I don't live in an English-speaking country, so I experience this struggle daily.

The customer is always right. It’s a phrase every business person knows — and one that makes customer service staff cringe. To be honest, the customer is not right quite often, and pretending otherwise is exhausting.

We’ve all been there. A customer reaches out with a baffling technical issue that no one on the team has encountered before. The result? That ticket languishes at the top of the queue, leading to a frustrated customer and a frustrated customer support team.

It’s a tale as old as time…or at least as old as the SaaS world: a bug is reported or a Saas feature requested, only to have it lost in the never-ending abyss of the backlog.

Whether you’re just starting out with a small venture or managing a sprawling corporate empire, embracing a chatbot could propel your customer service to new heights.

Ticket triggers automate real-time responses, giving customers a quick reply and assigning the right agent, while automations for time-sensitive tasks keep your follow-ups and reminders on track.

Let’s explore how internal and external knowledge bases can be tailored to serve your company's distinct purposes, ensuring your customers and employees have the information they need right at their fingertips.

Keeping a consistent voice and tone across different mediums builds your brand and creates trust with customers. It can even contribute to an increase in revenue.