Why ChatOps? – Chatops Benefits
In addition to increasing productivity and accelerating your team’s problem-solving abilities, ChatOps provides several other critical benefits, including:
As more and more employees become comfortable with ChatOps and buy into it, an increasing amount of day-to-day operations are managed via messaging. Employees get into the habit of working in and out of their chat platform and collaborating with their colleagues more frequently. As a result, companies benefit from better ideas and higher productivity as employees no longer have to hop from interface and interface to get their jobs done.
Accelerated training and onboarding
In the pre-ChatOps world, companies were forced to devote significant resources to manually training and onboarding each new hire. Organizations that have implemented ChatOps are able to reclaim a large part of those investments. Instead of having a manager stand over a rookie’s shoulder and get them up to speed, new hires can be instructed to read relevant chat channels to catch up with what’s been going on over the last several weeks. Studies show that companies with strong onboarding programs tend to enjoy higher retention rates.
Today’s professionals care a great deal about working for companies that are honest and transparent. Yet in a recent study, 50% of employees indicated that a lack of transparency is holding their companies back. ChatOps can solve this discrepancy. Since conversations take place out in the open, organizations that run on ChatOps enjoy increased workplace transparency. As a result, teammates become further aligned and secrecy disappears. As an added bonus, conversations don’t disappear the moment they’ve ended. Instead, they are recorded and can be searched for and referenced by each employee as needs arise.
With ChatOps, employees communicate with their colleagues every day via messaging. Members of the team get to know each other over time—which results in stronger workplace relationships. This is important: Studies show that employees who have friends at work are seven times more likely to be engaged than those who don’t. As personal relationships are established and develop, the team grows closer—which increases their effectiveness.
Support for distributed teams
According to a Gallup study, 43% of employees work remotely at least every now and again. Since the benefits of remote work include increased productivity, lower costs and happier employees, it’s expected that number will continue to rise for the foreseeable future. ChatOps helps keep members of distributed teams on the same page whether employees are at home, at the airport or across town at a cafe.
ChatOps makes work easier. Employees don’t have to jump through extra hoops to get their work done. As workers get more familiar with ChatOps, employee engagement increases. In turn, this boosts productivity; companies with high engagement are 22% more productive. Since engaged employees are less likely to be looking for other jobs, retention increases, too.
Life before ChatOps
Let’s say you’re an engineer at a software company. Your company just rolled out a major update to your SaaS offering. Unfortunately, the update caused your network to crash—and you’re not sure why.
In an environment without ChatOps, everyone scrambles to figure out what to do. Communication is broken across teams. No one knows where to look for guidance. People hop from their phones to their inboxes to their chat platforms and back again.
Eventually, after realizing a problem was occurring, a few L0 engineers would do basic diagnostics to pinpoint the cause. They’d then escalate the situation to the help desk. After the ticket made its way to the front of the queue, a War Room was assembled—but only after the right people were tracked down.
And, after getting the proper folks from the dev team, back-end developers, front-end developers, someone from infrastructure and elsewhere together, your work would just be getting started.
Under the old way of doing things, it was impossible to solve crises expediently. Lots of waste and lots of frustration were part and parcel of running a business.
Life with ChatOps
Now imagine the same situation with one major difference: The enterprise has implemented ChatOps.
A problematic update rolls out, causing the network to go down. Once the issue is identified, everyone knows where they have to be and what they’re supposed to be doing. And, because they can see what everyone else is working on, they don’t have to worry about duplicating anyone else’s work.
In the past, team leads had to update each person after they joined a conference call in order to keep everyone on the same page. Thanks to ChatOps, however, organizations are able to conduct Ops Theater—where every participant can see, in real-time, what’s happening and what solutions are being tried.
There’s no need to ask redundant status questions during Ops Theater; team members can follow along in real time. This eliminates disruptions—allowing teams to solve problems quickly.
If someone is away from their device when an outage occurs, for example, they can scroll through the appropriate channel to see what the rest of the team is up to. No one has to repeat themselves.
During each crisis situation, teams can create incident-specific channels. Once the problem has been solved, everyone can disband and return to regularly scheduled work. You’re left with a historical record of what went wrong—which you can reference should a similar situation occur in the future.
The benefits of ChatOps speak for themselves. So how do you get started?