Online Knowledgebase

Using the standard Salesforce knowledgebase capabilities to bring guided support online through Salesforce portals and deflect contact centre interactions.

  • CLIENT Telecommunications
  • YEAR 2016
  • WE DID Design & Delivery
  • PARTNERS Oe:gen
  • CHALLENGEHaving committed to using Salesforce as the single customer facing knowledgebase, it was time to present it customers using the online portals. Salesforce does not have a great out-of-the-box capability for this so we needed a custom built application that could guide and assist customers with their queries.
  • SOLUTIONUsing Angular Javascript and some great design work from our partners at Oe:gen we built a fully branded knowledgebase available to both website visitors and authenticated portal users. As a data driven application, we needed to ensure that all of the categorisation and content was mastered natively in Salesforce so that it could be managed internally by business users. With some clever development work we were able to use the multi-layered categorisation available within Salesforce to build guided journeys to get customer to the right article quickly. An intelligent search function was also introduced as well as dynamic hyperlinks that could take customers directly from articles to core pages in the portal. For example, a customer reading a billing article could navigate to pay their bill in a single click.
  • VALUE/RESULTSThis beautiful knowledgbase, presented on the homepage of the customer portal and across critical parts of the website, is loved by customers. With heavy usage, click analytics shows how it deflects at least 30% of the queries it takes. Business users monitor their real-time dashboards to see which articles are working and which need updating. New articles can be added and deployed in a matter of minutes. To help with the ongoing perfection of the content, customers can rate articles and provide feedback, however the key area of optimisation is being able to see the content of the cases customers raised after visiting the knowledgbase,, allowing further tuning to take place.
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