Some support tickets should never have been raised — not because they weren’t valid, but because the answer already existed… just not where the customer could find it. A well-structured customer-facing knowledge base (KB) is one of the most scalable ways to: And if your organisation is adopting a platform like ServiceNow, you already have…
You’ve probably written documentation before.Maybe even set up a team wiki or already contributed to an internal knowledge base. But if your support team still prefers to ask a colleague (or Slack, or Teams), it’s not working. And when that happens, valuable knowledge stays locked in people’s heads — not in your systems. Here’s how…
If your team has support SOPs but no one reads them…You don’t have SOPs — you have clutter. Standard Operating Procedures are supposed to bring clarity, consistency, and confidence. But in too many support teams, they sit untouched in a dusty folder, or worse — they exist only in someone’s head. Here’s the truth:A good…
In support operations, SLAs (Service Level Agreements) aren’t just contractual—they’re a reflection of team performance, customer experience, and operational maturity. Without proper tracking, even the best teams can fall into a reactive mode—missing commitments, over-promising, or under-communicating. An SLA tracker turns assumptions into visibility. It helps support leaders pinpoint trends like response delays, systemic escalations,…