With Slack becoming a big part of the communication and collaboration toolset of many modern organizations, it often gets misused. Much like how email became a repository for historical knowledge, Slack has followed suit – for better or for worse (we say worse ). If you are intentionally (or unintentionally)…
Posts Written ByDan Priljeva
Solving multi-silo search for customer support documentation living in Confluence, Zendesk, Google Drive with Obie
Knowledge silos pose a productivity inhibiter for customer service and support teams because they create confusion as to where the answers to customer queries reside. Consider some of these use cases. Confluence Product and engineering teams have popularized Confluence (and other parts of the Atlassian suite of tools) as a…
Where are the wrong places where most frequent support questions asked? Your knowledge base, Slack or elsewhere?
Depending on the organizational adoption rate of your knowledge base software, support queries might be asked in a few different channels. If you have built a documentation-first culture, support seekers might always “ask” their knowledge base for the appropriate documentation before seeking support elsewhere. If adoption rates are less than…
Obie recognized as momentum leader by G2 – Winter 2021
2020 was a tough year to try and gain momentum, but that is exactly what we did at Obie. We were recognized by G2 and all of our successful customers for the great strides that we achieved during a very difficult time. This quarter, G2 recognized Obie for the following…
Has WFH unearthed gaps in your knowledge base? Check your analytics!
With remote and work from home arrangements becoming more and more popular, there is an increased likelihood that there has been a disruption to your customer support and sales team workflows. Some places where you might have seen changes are: More virtual meetings or reliance on internal messaging tools New…
How to fix an FAQ problem in startups and enterprises by integrating knowledge into common workflows
Frequently asked questions (FAQs) are a common productivity inhibitor in organizations of all shapes and sizes. In small companies, the challenges involving repeated questions are surrounding a lack of time, a growing team and a lack of reliable documentation. In enterprises, they struggle with the volume of FAQs, challenges involving…
What is Slack Enterprise Grid?
Slack is the operating system of the modern workplace. It finds a home in companies of all sizes as a highly extensible communication and collaboration platform. While the platform is easy to deploy, challenges lie in administering and managing Slack in enterprise settings. Deploying Slack org-wide in large companies is…
Hawke Media – An Obie Customer Success Story
There are a few common reasons why companies adopt Obie as an internal support tool. Frequently they involve making knowledge more accessible and have closer proximity to the employee’s workflow. In a little more detail, here are some of the scenarios that we support: They are looking to build their…
How do I choose the right knowledge base structure for my startup?
The last thing startup founders want to think about is knowledge management. It’s way less exciting than shipping new products and features. It’s way less sexy than perfecting that design and brand. It’s most certainly way less exciting than fundraising and negotiating a term sheet. But, consider these situations that…
How startups achieve hockey stick growth with better communication and collaboration in Slack
Startups need every advantage they can gain if they want to achieve exponential growth depicted in pitch deck charts by the iconic shape of the most important piece of equipment for Canada’s favorite pass-time, the hockey stick. There are a lot of things that a startup needs to get right…