|To reduce B2B customer frustration and accelerate time to resolution, Orange and Sitel co-developed a self-service portal packed with how-to tutorials|
|To reduce the reliance on voice channels for customers attempting to solve a technical issue while effectively capturing subject matter experts’ knowledge and sharing it for the benefit of agents and customers alike.|
To build a knowledge base that really would meet users’ needs, we began by analyzing common call drivers, paying particular attention to calls that required level two escalation. Together with Orange’s team of experts, we examined these issues and drew on the team’s collective understanding to define authoritative responses that would solve the problem without escalation.
We then took this exercise a step further by creating an in-house community where agents and experts could pool their customer experience and product and service knowledge – and once established, we led a tutorial creation program. Each potential solution required a sign off from five other community members before it could be included in the knowledge base.
The simple to navigate self-service portal initially went live with tutorials focused on the most common level one escalations, each of which was generated by the community. As the project progressed, we applied gamification to continue inspiring agents to engage with the platform. We also identified the community’s star writers who led content generation as the project developed. Within 12 months, the platform was home to 350 tutorials and the community was processing over 500 requests for more content.
As well as providing accurate and timely help 24/7 for the company’s business customers, the knowledge base also ensures continuity of advice and of service among agents who also use it for issue resolution for customers reaching out over other channels.