Case Study: How norm helped our client- a top multi-service operator, overcome their Knowledge Base Challenges
September 17, 2024
Background
Answer centers are an indispensable part of every company’s online presence. Their easy accessibility for customers and employees enables user’s self-service access to such information as trouble-shooting guides, frequently asked questions, or even product documentation. An effective base allows for organization and consistency where knowledge is concerned and reduces the strain on customer-service teams.
Maintaining a knowledge base that effectively meets these goals requires continuous upkeep and updates to knowledge articles, easy usage, and responsive support. Our client, a top multi-service operator that relies heavily on their answer base, found their current knowledge base was failing to meet these and other standards.
The Problem: An Answer Center Built On Inefficient Legacy Software
Our client came to us with several challenges they were facing with their previous online answer center:
- Antiquated Software:
Their previous knowledge base was built on top of outdated, legacy software that was difficult to scale or customize to meet their needs. Adjustments or updates – even for tasks as simple as modifying the graphic on an existent article – required intervention from the development team. - Unresponsive Support Team:
Whenever an issue arose – whether a technical downtime, requested update to a piece of information, or inaccurate search result – they found it difficult to contact the support team of their existing platform. These long response times meant issues often remained unresolved for extended periods, frustrating both the internal teams and the end-users/customers. - Time-Intensive Search Process:
The search process yielded many relevant articles to user queries. Employees and customers often found it cumbersome and time-intensive to scour through every single one of these to locate exact answers to questions.
The Solution: Migration to norm, our easy-to-deploy Knowledge Base with a Built-in AI Generative Search
Recognizing these challenges, we brought the client onto our highly customizable knowledgebase, with the inclusion of our built-in AI generative search engine. Here is how we worked to solve their problems:
- Seamless Migration to a Modern, easy-to-use Platform:
We ensured their transition from their legacy system to our modern, more intuitive norm platform was a smooth one. Our system is highly configurable and requires no coding expertise for routine changes. This allows them to modify their knowledge base without the need for deep developer dependency. - AI-Powered Generative Search Engine:
A core component of norm is its generative AI search engine. Unlike traditional keyword-based searches, our platform understands the context of articles and delivers precise answers alongside the relevant articles it pulls its answers from. This dramatically reduces the time users spend poring over multiple articles for exact answers. - Round-the-Clock Support and Care:
Our support team operates 24/7, ensuring that the client never experiences the delays they experienced with their previous provider. Any issues with norm are now handled promptly, with personalized support and check-in meetings.
Conclusion
Through use of norm’s highly configurable knowledge base solution and AI-driven search functionality, the client has been able to overcome the inefficiencies and frustrations caused by their previous platform. Our round-the-clock support ensures they never experience delays when it comes to issues, or downtime.
With their knowledge base now modernized, they now enjoy the benefits of a scalable, easy-to-use platform that meets the demands of their customers and internal teams.
