TL;DR: It’s better to trust and empower Tier 1 than to make customers run through the gauntlet because you only allow Tier 3 to do certain things. I want to […]
Free Your Knowledge Base
Some good reasons to put your knowledge base on the Internet–and some outdated myths that keep it locked up behind a customer login today.
Technology Should Enable, Not Enforce
We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools. How to make sure Contributors can’t publish. […]
What Does a Bad Knowledge-Sharing Culture Look Like?
Over the past ten years, we’ve had the opportunity to visit and work with fifty or sixty companies implementing knowledge management, self-service, and social support. In the process, I’ve come […]
Worst customer service email ever?
Readers – I think a side benefit of writing a service and support blog is having a platform to hold really poor service up for ridicule…right? We’ll get right back […]