Spring 2021 has arrived and has brought with it 16 awards for the Obie team to celebrate. We thank our amazing customers for their continued support. Our products and services continue to become refined and these improvements have been appreciated by Obie users from many different industries and company stages.…
Posts Written ByDan Priljeva
How SLA response times are impacted by the way your customer support team uses Slack
Your customer support team lives in Slack. It’s practically their second home. They thrive on its powerful communication and collaboration functionality. But it’s convenience also has drawbacks, and it may be impacting your SLA times negatively . Slack is not a wiki It seems logical, but Slack is not designed…
Why isn’t my self-service IT helpdesk platform working?
So you’re invested significant resources into a self-serve IT support platform so that it can run on autopilot for the lowest value tasks, but it isn’t working. You have bought a brand new wiki/knowledge base solution like Confluence, but for whatever reason it is underutilized. The same thing happened when…
What is federated search?
In many workplace settings, searching for documents, files and wikis is a task that is required multiple times per day. Without the propery technology, it can be a significant proactivity inhibitor. In fact, Igloo found that 51% of employees avoid sharing documents because they can’t find them or it would…
Starting a job as the Head of Remote Work? Find the best productivity tools that will accelerate your distributed team to success
Arguably the hottest job title in the current market is the Head of Remote Work. This role gained importance with the shift to decentralized working models. The transition was significant enough that a dedicated role was imagined to lead remote teams to success. If you are a new Head of…
The 4 most powerful and important features that your next IT Support desk management tool must have
Its never too early to enable a self-serve internal support channel for your organization, but at some point after many repeated annoyances, the evidence becomes so painfully obvious that you simply cannot deny addressing the need any longer. Refusing self-serve support is both costly and unsustainable in companies the midst…
Managing knowledge through the four stages of company growth
As companies evolve through the various stages of growth, their needs change from a knowledge management perspective as well. If you’re not modernizing your knowledge management strategy to adapt to the demands of growth, you are missing out on opportunities to improve productivity and get the most return on the…
The 7 immutable laws of knowledge management
1. Inject knowledge into workflows What good is knowledge if it can’t be reached in the midst of work? The reason why productivity is stifled is for one of 2 reasons: You have been interrupted by something or someone You do not have the knowledge or tools to continue along…
Are you using Slack to store, search-for and access knowledge?
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)…
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…