Focusing knowledge management for optimal support and operations.
This post discusses the problems with traditional support methods and the necessity of a new cross-functional approach embracing chat and AI.
Throughout my career I've experienced a lot of good and bad examples of how things should work. In this article, we talk about some of the disadvantages of silos and why they should be broken down.
Effective knowledge management requires balancing centralized governance with distributed responsibility. Knowledge-Centered Service (KCS) principles inspire DevRev's approach to knowledge management. DevRev's unified taxonomy and part ownership facilitate distributed information management.
This post talks about how support is changing and where it's going including the move to asynchronous support mediums, the importance of self-service, support becoming an idealogy and how generative AI upends it all.
This post describes a support engineer's pain points and KPIs that are useful for tracking performance.
This post covers some methods which can be used to help combat silos in your business.