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.…
Posts Taggedcontent verification
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…
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…
Turning your Confluence workspace into a robust self-service support tool
Confluence is a popular choice for many teams that are looking for a tool to centralize organizational documentation. Popularized by technical teams, Confluence is now finding a home in more teams including customer support and HR/People-ops. What is internal self-serve support? Internal self-serve support is when when employees can solve…