The Owlery

Companies need to think about customer questions that are frequently directed at your support team – there are many repetitive enquiries fielded by your agents that could potentially be resolved with a simple FAQs page.

We’re shining a spotlight on the term “DocOps” in this post. Whether you love it or hate it, DocOps is a growing trend within enterprise content management.

Most people find it easy to analyze the cost of their knowledge base but struggle when it comes to finding out what it has saved their company, especially when those savings are other than financial.

From branding to search, use the tips to optimize your knowledge base to be as easy to use as possible.

You will save time and money by measuring the performance of your knowledge base using these metrics.

Since company culture is about the way you work, it’s important to invest time and energy into your processes. Knowledge-sharing is a key process that enables a successful remote team.

Is empathy something that some people are simply gifted with? Or is it a skill like any other—one that can be learned, practiced, and maintained?

If you invest time into creating a quality knowledge base using these tips as a springboard, you’ll find your customer support workflows improving, and everyone will be a lot happier.

Companies frequently struggle with departmental silos, where necessary enterprise-wide information remains stuck with one team or one person.

Optimize your content for search so when your users type a query into the search bar, relevant and useful content comes up.