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…
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…
December 2020 Changelog
Here’s what we’ve been working on for you in December, all wrapped up and ready for the holidays… Obie Training channel The #obie-training channel is a special dedicated channel where Obie gives more insight into how decisions are made. This channel is designed to help you better understand how Obie…
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…
November 2020 Changelog
Last month, we launched an exciting new FAQ experience to help better organize your FAQs for scale which included the ability to assign non-Obie Administrators verification privileges. With this update, it only made sense to completely re-engineer Obie Content Verification to help ensure knowledge across your organization is up to…
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…