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…
Posts Taggedslack
How to search Confluence from Slack – a better way to manage FAQs for internal support
Confluence is a popular wiki for both technical and customer facing teams. A challenge that many teams encounter with Confluence is its limited native integration with Slack, where so many support questions are asked and answers are given every day. A common workflow pattern that arises in any internal support…
Streamlining remote onboarding with AI to provide the right information at the right time
This article was originally published as a guest post written by Chris Buttenham in TechCrunch on March 2, 2021. Well before the COVID-19 pandemic forced organizations across the globe to shutter the office environment that most of us are familiar with, there was a paradigm shift happening within the modern…
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…
The 4 most powerful and important features that your next IT Support desk management tool must have
Its never too early to enable a self-serve internal support channel for your organization, but at some point after many repeated annoyances, the evidence becomes so painfully obvious that you simply cannot deny addressing the need any longer. Refusing self-serve support is both costly and unsustainable in companies the midst…
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…
Are you using Slack to store, search-for and access knowledge?
With Slack becoming a big part of the communication and collaboration toolset of many modern organizations, it often gets misused. Much like how email became a repository for historical knowledge, Slack has followed suit – for better or for worse (we say worse ). If you are intentionally (or unintentionally)…
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…
Has WFH unearthed gaps in your knowledge base? Check your analytics!
With remote and work from home arrangements becoming more and more popular, there is an increased likelihood that there has been a disruption to your customer support and sales team workflows. Some places where you might have seen changes are: More virtual meetings or reliance on internal messaging tools New…
December 2020 Changelog
Here’s what we’ve been working on for you in December, all wrapped up and ready for the holidays… Obie Training channel The #obie-training channel is a special dedicated channel where Obie gives more insight into how decisions are made. This channel is designed to help you better understand how Obie…