Offering a self-serve support channel for your customers seems like an obvious deflector of support issues, but sometimes they get ignored, particularly if a customer feels as though their issue is unique enough that it won’t be captured within the realm of the most frequent of frequently asked questions. Whatever…
CategoryCustomer Support
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…
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…
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…