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…
Posts Written ByDan Priljeva
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…
4 ways startups use KM tools to outrun the competition
If you’ve never worked at a startup, chances are that you’ve never quite felt the “hair on fire” moments that come with the rollercoaster ride of emotions experienced by its employees. It’s hard to describe other than to say it’s scary, exhilarating, stressful, fun, energizing and exhausting all at the…
Why Slack search isn’t enough for customer success teams
Chances are, your customer success team spends a good amount (probably a majority) of their day in the modern work operating system, Slack. The reason so many teams rely on the Slack platform for this purpose is because it is a tool that enables customer issues to be resolved faster…
How to improve customer support time-to-resolution with an FAQ strategy
Time-to-resolution is one of the most critical metrics that your customer support team can track and manage. This metric measures the average time from opening a ticket to the time it is marked as “resolved”. It is particularly critical to scoring your customer support team performance because it is linked…
Zendesk, Confluence, Google Drive… where is the answer to customer support issues again?
A well equipped and knowledgeable customer support team creates successful, happy customers. To achieve this coveted level of satisfaction, your support team must have access to product and support documentation at their fingertips so that they have the tools to deliver on this goal. As companies scale, this becomes increasingly…