Grounded support starts with a better question
A support assistant earns trust when its answer can be traced to a useful source.
Read piece →DZEN BLOG
Ideas and notes from Dzen.
Knowledge needs an owner, not just a folder
A short note on the small routines that keep a company knowledge base useful.
Read piece →A source is part of the interface
Why showing the material behind an answer changes the conversation around it.
Read piece →