Client Situation - The client was finding it difficult to relay updates on policies, procedures, technical issues, and new site launches to the three countries in which they have customer support teams. As a result, agents were ill-informed and often captured incorrect information in case logs. The fallout was that customers were receiving incorrect and conflicting information when they interacted with customer support agents from different sites. This required customer support agents to browse the knowledge portals of various sites and participate in multiple chats to get up to speed on information. In addition, customer support agents working in late-night shifts were having trouble getting clarifications.

About Client - A global print-on-demand company that provides a creative self-publishing platform for customers to create and edit their books in both print and electronic formats.

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