Posts Taggedself-serve knowledge management

feed your head

Knowledge sharing is an important component of any organizational strategy. While knowledge sharing is particularly relevant to scaling organizations, because of the requirement for rapid transfer of knowledge to new employees , it is highly beneficial to stable companies that are looking to get the most out of their employees through more autonomous work. Without a culture of knowledge sharing, there is an erosion of time and productivity. In scaling organizations a lack of fluid knowledge transfer can be particularly painful as new employees try to navigate the onboarding process without reliable documentation.

tree support

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…

enable self serve it support confluence create ticket

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…

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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…