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Hiding your phone number is not self-service success

6/27/2017 - Catherine Heath

Contrary to popular belief, customer service is not a department where you should be cutting costs. This is the public face of your company, and you must be accessible to your customers to show that you value them.

Topic-based authoring for knowledge bases

Writing docs

6/22/2017 - Catherine Heath

Topic-based authoring is a modular approach to content creation focusing on documenting particular tasks, and it’s particularly suited to software products.

12 content marketing guidelines for better content

Writing docs

6/13/2017 - Catherine Heath

We came up with these 12 content marketing guidelines to help ensure that more content is high quality, and helpful to audiences.

A history of customer choice: software, marketing and ethics

Company culture

5/3/2017 - Catherine Heath

So many brands get it wrong. We’ll go into the reasons why in this post, and discuss a short history of customer choice in relation to Software as a Service (SaaS).