Expert Knowledge Management Consulting Services

Challenges

Pain Points

Top Initiatives

Customer support tickets had reached an all-time high, impacting contractual SLAs and key metrics, such as support requests per user, knowledge base views, and time-on-page/bounce rates.

The need to address information dissemination and customer support gaps had become readily apparent.

Top Initiatives

Enhance the Support Center with essential resources like a Knowledge Base, Product Documentation, eLearning, and an Online Forum
Spearhead an integrated program and cloud security community for knowledge sharing
Utilize AI technology to develop innovative self-service solutions, such as machine learning and chatbots
Curate single-source, yet modular help content and customer success communications

Outcomes

Achievements

Launched a redesigned Support Center, greatly improving resource accessibility and user experience
Established a robust online community for MDR cybersecurity and compliance knowledge exchange
Deployed an information architecture for the InfoSec SaaS knowledge base in Zendesk
Increased issue resolution rates and content marketing effectiveness through strategic content management and engagement data analysis

By the Numbers

Support requests per user improved by 30%
Knowledge Base (KB) views and traffic increased 2.7x
Time on page increased 1:44:00s per user
Total Ticket Count (TTC) consistently MoM

Knowledge Management & Self-Service Content Leader

Connecting content and community to design product knowledge ecosystems

Certifications

Versatile Skill Set

Asana

Confluence

Confluence

Confluence

Confluence

Confluence

Basecamp

Confluence

Blackboard Learn

Blackboard Learn

Blackboard Learn

Blackboard Learn

Camtasia

Blackboard Learn

Camtasia

Canva

Blackboard Learn

Camtasia

Contentful

Contentful

Contentful

Coveo

Contentful

Contentful

Jira

Contentful

MadCap Flare

MadCap Flare

MadCap Flare

MadCap Flare

Mural

Salesforce

Salesforce

Salesforce

Salesforce

Salesforce

Scribe

Salesforce

SharePoint

SharePoint

SharePoint

SharePoint

Smartsheet

SharePoint

Smartsheet

Solvvy

SharePoint

Smartsheet

WordPress

WordPress

WordPress

Writer

WordPress

WordPress

Zendesk

WordPress

Zendesk

Tech Comm & Media

CX Case Study

Director of Knowledge Management

Challenges

Pain Points

Top Initiatives

Top Initiatives

Top Initiatives

Top Initiatives

Top Initiatives

Strategy

Strategic Vision

Resource Change Proposal

Resource Change Proposal

Resource Change Proposal

Resource Change Proposal

Resource Change Proposal

Roadmap

Objectives & Key Results