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…
Posts Taggedmulti-silo search
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 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…
What is federated search?
In many workplace settings, searching for documents, files and wikis is a task that is required multiple times per day. Without the propery technology, it can be a significant proactivity inhibitor. In fact, Igloo found that 51% of employees avoid sharing documents because they can’t find them or it would…
Managing knowledge through the four stages of company growth
As companies evolve through the various stages of growth, their needs change from a knowledge management perspective as well. If you’re not modernizing your knowledge management strategy to adapt to the demands of growth, you are missing out on opportunities to improve productivity and get the most return on the…
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…