Employers gain a unique opportunity to influence how their newly hired team member’s habits during onboarding. Training new employees to follow internal protocols during those first few critical hours will have a positive effect on productivity. With Slack becoming the operating system of the modern workplace, it makes sense that…
Posts Taggedreducing frequently asked questions
Top must-have features of AI-powered Slack Bots
As Slack slowly, but surely, challenges (usurps?) email and common word processor productivity suites as the operating system of work, it loses its focus on the core messaging functionality and expands to many more roles. Some of those additional roles are: External messaging (as a secure communication channel for partners…
Hawke Media – An Obie Customer Success Story
There are a few common reasons why companies adopt Obie as an internal support tool. Frequently they involve making knowledge more accessible and have closer proximity to the employee’s workflow. In a little more detail, here are some of the scenarios that we support: They are looking to build their…
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…
How IT can leverage AI for streamlined support
The average IT support ticket takes three calendar days to resolve. Bhavin Shah, CEO of Moveworks In the ITSM realm, there are recurring themes that cause frustratingly long backlogs in support queues and, as a result, increase departmental overhead costs to undesirable levels. Not surprisingly, IT department managers seek cost-saving solutions to…
Top 3 challenges when starting to work remotely
The expected growth rate of full-time remote work over the next five years has doubled, from 30% to 65%. An Upwork survey If your company is transitioning from a traditional office environment to a remote or distributed setting, chances are you have or will encounter some sizable obstacles that impede…
3 tips to improve SLA resolution time for your JSD powered service desk
Jira Service Desk (JSD) is a very popular solution for IT service desks across many industries. Service desks that love it often echo some of the following comments: Dead simple service ticket creation Convenient people tagging Seamless integration with Confluence (and other Atlassian suite products, for that matter), which is…
How to leverage AI to decrease frequently asked questions and enable help desk automation in Slack
For scaling enterprises that have internal support (IT) or client facing (Sales & Customer Support) teams that live in Slack, it’s almost certain that you’ve identified a problem with Frequently Asked Questions (FAQ)—causing reduced productivity and a backlog for your service team. Most likely, you have enacted a number of…
The role of AI in IT Support and Customer Success
Are you seeing a pattern in your customer service calls or at your internal IT help desk? What do those patterns look like? How do these patterns impact your internal and external SLAs? What strategies have you tested to fix the problem? What worked and what didn’t? You might be…