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 Taggedshoulder-tapping
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…
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…
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…
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…