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…
Top 5 knowledge management challenges that every company faces from startups to enterprise
Managing internal knowledge effectively is a challenge that every company experiences regardless of size. What tends to happen is that the problem is often ignored or tolerated until the company enters a growth stage at which point a knowledge management strategy shows its weaknesses and the foundation begins to crumble.…
How optimizing knowledge format can increase access to information and resolve IT issues automatically
Choosing knowledge formats can dramatically improve self-serve issue resolution. When information is delivered in a sub-optimal format, the support seeker can defer or delegate responsibility when finding an adequate answer takes too long, thereby reducing their own productivity and adding to the IT support team backlog. One strategy that can…
March 2021 Changelog
Last month, we teased something exciting in the works for you to get your paws on… While it’s not quite ready yet (we know, we’re just as eager as you), here’s what’s new for your in March: *New* FAQ filters More robust and intuitive filtering mechanisms for Obie FAQs including:…
How to search Confluence from Slack – a better way to manage FAQs for internal support
Confluence is a popular wiki for both technical and customer facing teams. A challenge that many teams encounter with Confluence is its limited native integration with Slack, where so many support questions are asked and answers are given every day. A common workflow pattern that arises in any internal support…
Streamlining remote onboarding with AI to provide the right information at the right time
This article was originally published as a guest post written by Chris Buttenham in TechCrunch on March 2, 2021. Well before the COVID-19 pandemic forced organizations across the globe to shutter the office environment that most of us are familiar with, there was a paradigm shift happening within the modern…
Obie recognized as Momentum Leader by G2 in multiple categories for Spring 2021
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.…
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…
February 2021 Changelog
A little beaver told me the team at Obie has something exciting in the works that’s almost ready for you to get your paws on… I can’t give you a preview of what just yet but I can tell you what’s new for you in February: Lots of FAQ improvements…
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…