Many associate the task of onboarding with HR departments and hiring managers. Sure, these groups are involved at the very early stages of vetting and assessing talent fit, but the instant that the new employee is expected to produce valued work, IT’s role takes the spotlight. The next immediate priority…
Posts Written ByDan Priljeva
Why a knowledge base is the most important tool to reduce IT support issue time-to-resolution
Time to resolution is the measure of the average of the amount of time it takes for an IT helpdesk to resolve a client service issue, case, or ticket once it’s been opened. Sometimes called mean time to resolution (MTTR), its a very strong indicator of the effectiveness of your…
How to enable self-service IT support in a remote environment
Ignoring the shift to work-from-home during the 2020 COVID-19 pandemic, remote work has been on the rise for a long time. Between 2005 to 2017, remote working arrangements increased by 159%. Today that number is at 4.7 million (3.4% of the US population). Even with the difficulties of the pandemic,…
How IT help-desks can leverage AI for ticket deflection
We all want more ticket deflection, don’t we? If you work in IT support, you most likely have an opinion on its value relative to your workload and role. For many, IT helpdesk ticket deflection is the holy grail of internal support. Amid the seemingly never ending flow of service…
Remote Software Stack Alternatives Showdown
Often when you’re looking to make a decision about software components of your productivity stack for your remote team, the choice really comes down to one or two competitors or alternatives. In many cases, you might just need the one good reason to go with one or the other. As…
Top 3 FAQs of employees during the COVID-19 Era
In March 2020, the largest work-from-home experiment ever began as millions of employees stopped working at their offices and set up their desk at home amid the chaos of home-schooled children and 10-person Zoom calls. Some might be wondering, “What is going on in the minds of our team?”, or…
Reacji – The secret visual language of Slack-based support desks
With so many companies shifting support communication to Slack as the primary channel for employees seeking and delivering support, its important to embrace the richness of the platform to maximize its utility. And to maximize Slack’s utility, you’ve got to master emoji reactions, otherwise known as reacji. Without this richness,…
Atlassian Summit 2020 Announcements and Post Mortem
Obie.ai was scheduled to participate in Summit this year, but after North American travel was suspended in the wake of the COVID 19 pandemic, we were only able to join from the comfort of our home-office chairs by virtual means. Hopefully they will be able to host in 2021, because…
Obie Access for Small Teams, Remote Companies and Startups
Since launching Obie, we have learned a lot from the thousands of teams who’ve used our products. Most notably: Having an up-to-date knowledge base is the key to self-serve support Knowledge base’s and wikis are useless without robust search Search functionality, can’t be biased to one source of information Knowledge…
Accelerating Support – a podcast by Obie.ai
As we continue on our journey trying to solve the problems involving connecting teams with the knowledge they need to deliver peak performance, we have decided to partner with leaders in IT Support, People -Ops and Customer Support space to document and share the knowledge and experiences that they have…