Design Thinking

A SAAS contact centre technology provider approached me to help with the following issues:

Customers found the technical documentation for their products confusing and difficult to navigate
Too many support calls from customers post-implementation for simple tasks covered in the onboarding training

The solution I implemented was a centralised knowledge hub that aimed to cut support calls and paid for itself by reducing the training required in the onboarding process, here’s how it looks:

Process

Understand

Identified 3 main types of user / personas:
- Administrators
- End users
- Technical users
3 main events that triggered support calls:
- Implementation
- Major business change on client-side
- Software changes and features added
Explore

Shortlisted 3 options based on:
- Highest quality
- Lowest cost
- Fastest to implement
Built prototypes for each using free trials of the software
Materialise
- Migrate content to selected technology
- Fix errors, fill gaps in content, restructure for better UX
- Test with stakeholders
- Implement feedback
- Weekly sprints and showcases
- Go live

Metrics and return on investment

The client wanted to reduce training-related support tickets, thinking about this early on in the process changed the design of the project by asking these questions:

How can I benchmark training-related support tickets?
Could support tickets be reduced by offering better resources post-implementation training?

Analysis of the support tickets revealed that some of the subjects covered in the 2-day customer onboarding training were also the subject of support tickets. If we reduced the face to face training we could calculate return on investment like this:

Annual ROI = (Implementations) x (Days saved) x (Trainer daily rate)

Implementations	Number of implementations per year
Days saved	Number of trainer days saved per implementation by adding better documentation to the knowledge hub
Trainer rate	Daily rate of the trainer

Solution

The client opted for the fastest implementation option which used software they had already purchased with some plugins.

Atlassian Confluence Cloud – to consolidate all content in one place which was already being used internally

K15t Scroll Viewport – the customer-facing view of the knowledge hub

K15t Scroll PDF Exporter – used by trainers to export post-training support documentation

Benefits

Reduces support tickets
One clean interface that is easy to navigate for customers
Internal staff and SMEs do not need to learn new editing software as it is on a platform they are already using
Saves the trainer’s time
Single source of truth for documentation
Measurable return on investment

Features

One search across all documentation, content structured and categorised for fast relevant search results, access to support team if unable to find what you need