Scale Support Strategies for Limited Resources
| Use Case | Industry |
|---|---|
| Agent and external | Cybersecurity Software |
Challenges and pain points
Customer with a growing customer base while maintaining a small support team of 12 engineers uses Expert to address the following pain points:
- Product adoption and usability
- For agents to be able to create content and go through proper review, approval, and publishing processes
- Content auditing and prioritizing updates
Solution
- Knowledge lead: establishing a knowledgeable engineer that is familiar with content, data gathering and analysis, prioritization of knowledge tasks, and implementation of efficient practices.
- Reporting: Tracking anonymous sessions from Google searches, search queries, and the content aging report
- ·Content audit: implementing a system for content auditing using a hidden “last audit date” field to track content freshness and prioritize updates.
Results and Impact
- Customer estimates around 1,000 articles, highlighting their manageable size and the systematic approach to content auditing every six months.
- Scale Support: Increase in customers by 18% from 2019 to 2022, while increase in sessions by 20% and decrease in tickets by 5%.
- Opportunity for other business units to see the potential in using the knowledge base.