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…
Posts Taggedsupport automation
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 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…
Remote Work Series: Part 3 – Service Desk – Automation
In light of the recent dramatic changes to working arrangements, we at Obie.ai decided to publish a four-part series aiding companies who are being pushed into unfamiliar territory, with some pro tools, tips and hacks that we have seen our customers and other growing enterprises use to accelerate their remote…