I'm deeply persuaded that knowledge base (https://crisp.chat/en/knowledge/) can really impact positively your customers' experience.

The steps you offer are all really great and benefits are numerous when building a knowledge base. In my opinion, your article is missing the part about not using knowledge base as a standalone app but rather including it in a shared inbox tool or any other solution that offer collaboration over teams.

Thanks, Dhruv :) Glad you found it useful!

Very insightful, thank you!

Building automated answers is tough work! Still, I think those tools miss something big, a trend that hasn't been seen by those players ...

Building auto-reply messages is another word for autoresponder and you'll discover here how you can double down on it to automate multiple channels answer: https://crisp.chat/blog/auto-reply-message/

That is a really interesting content that highlights even more interesting trends!

First, social media customer service is becoming a norm as I stated in this article: https://crisp.chat/blog/social-media-customer-service/

Secondly, social messaging has become a huge requirement for companies as customers want to be able to get in touch with them as they would contact their friends. As I stated here (https://crisp.chat/blog/social-messaging/).

As you said, social networks will still grow in 2020 but you didn't talk about the rise of social messaging app and the trends that goes along with it: customer service.

Companies have to be aware that customers will now use social messaging apps such as Telegram or Line to get in touch with them. It's a key asset to have when building the right customer's experience.

I've written an article about it that explains those challenges: https://crisp.chat/blog/social-messaging/

Social messaging is an inner trend of social media customer service so that's why I also wrote an article about it containing all my views, check it out here: https://crisp.chat/blog/social-media-customer-service/

I totally agree with your tips! When combined to social messaging, it can be a huge time saver and also improve customer service efficiency in multiple ways! In the following article, I give great tips about how to combine social messaging and actual customer service to answer the trends of customer service over social messaging: https://crisp.chat/blog/social-messaging/

Useful guide for beginners, thanks for your work Hazel.

By far, mousetrap mousetrap moustrap.

You can have the BEST product, but if you don't invent a clever way to get attention you'll die.

SMNB HR software you might put out a report: Average SMB Founder in X City Makes X amount.

Do that for your major city targets, then send to local press.

Dumpster dive --> Ebay