Customer Support Knowledge Platform
The Challenge
Helios Communications handled more than 60,000 support requests every month across email, chat, and phone. Knowledge lived in disconnected spreadsheets and SharePoint sites, which meant new agents needed 6+ months before they could solve issues independently.
Our Solution
We merged historic troubleshooting content, device manuals, and internal runbooks into a single structured store. Editorial workflows let product teams publish updates in under an hour, and a lightweight search service surfaces the right steps during calls.
Key Features Delivered
- Role-based portal for agents and self-service customers
- Search that ranks the newest verified runbooks first
- Editorial workflow with review and expiry reminders
- Usage analytics shared with customer care leadership
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Technology Stack
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Business Impact
Within the first quarter Helios deflected roughly a quarter of repetitive requests through the self-service portal, while average handle time on live calls dropped by 18%. Employees reported that onboarding now takes weeks instead of months.
Project Timeline
Discovery & Content Audit
4 weeks
Interviewed support leads, audited documents, and mapped the most common customer journeys.
Platform Foundation
6 weeks
Implemented the content model, identity management, and multilingual UI components.
Migration & Training
4 weeks
Migrated legacy SharePoint content, introduced editorial workflows, and ran hands-on training.
Pilot & Optimisation
4 weeks
Launched with the broadband support team, collected feedback, and tuned search relevance.
"The new knowledge base finally gives our agents confidence that the guidance is current. We now resolve Tier 1 questions before they even reach us."
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