The Empratic Consulting team assessed their Voice of the Customer survey results. Feedback focused on their Knowledge base referencing outdated content, missing articles, and incorrect information. Customer support technicians reinforced these finding, and highlighted their own struggles updating articles.

We trained the Client support team on Knowledge Centered Support (KCS) practices. We leveraged their existing Salesforce Service Cloud case data and Einstein Service AI to mine their history of support cases over the last 18 months.

We implemented a feedback system so that customers could vote articles that were helpful in resolving their issues. We imeplemented a process by which support agents would attach articles to cases they solved using the articles. By using a point-based system on article attach rates, we implement automation to archive low scoring articles.

We eliminated over 20,000 low performing articles improving the self service success rate by over 35%. The customer recognized big improvements in NPS over the remainder of the year.