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 Taggedself-serve knowledge management
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…
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…
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…
Where are the wrong places where most frequent support questions asked? Your knowledge base, Slack or elsewhere?
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…
How do I choose the right knowledge base structure for my startup?
The last thing startup founders want to think about is knowledge management. It’s way less exciting than shipping new products and features. It’s way less sexy than perfecting that design and brand. It’s most certainly way less exciting than fundraising and negotiating a term sheet. But, consider these situations that…
Why Slack search isn’t enough for customer success teams
Chances are, your customer success team spends a good amount (probably a majority) of their day in the modern work operating system, Slack. The reason so many teams rely on the Slack platform for this purpose is because it is a tool that enables customer issues to be resolved faster…
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…
Top 3 signs you helpdesk is ready to enable self-serve support
Your company has a very busy support helpdesk. Tickets volumes are high. Support agents are backlogged. Your team budget feels stretched. Are these signs telling you something? Maybe it’s time to open a self-service channel for your employees. It’s hard to know when the right time is to launch such…
Why self-serve support and Slack go hand-in-hand
Companies that depend on a centralized body of knowledge to propel productivity know that you can build a robust, comprehensive, validated and accurate body of knowledge to power self-serve support, but if you don’t make it easy to access where people work, it will collect dust. For this reason, knowledge…