Digital Help Center: Solutions for Corporate Clients at a Click
- Client
- Konecta S.A.
- Industry
- Business Process Outsourcing (BPO)
- Platforms
Zendesk
Facebook
Instagram
LinkedIn
- Hiring
- Continuous CDA Team
Services
- Comprehensive management of the knowledge base for support, usage, and omnichannel services through the creation, maintenance, and updating of article content and frequently asked questions.
Overview
Konecta is an international BPO company with presence in several countries in Latin America, Europe and Africa. It specializes in solutions to offer customer service, sales, marketing and operational processes to companies in different sectors, such as telecommunications, financial services and more.
The company stands out for combining efficient process management with the use of technology to optimize the customer experience and the operation of its corporate clients.
Help Center – Content Management DeskOur approach
A team dedicated to creating, improving and rebuilding high-quality digital content, aimed at end users, public contact personnel (call centers) and allies (distributors, agencies). Their focus is on ensuring that content published in Digital Help Centers (CDA), knowledge bases and consultation tools maintain the tone, style and quality of the brand, using specific structures for each type of content.
THE SOLUTION
Promote self-management through the Digital Help Center
Quality Management and Content:
Operated by a dedicated, human-centered team.
Content organized, current, relevant, and easy to read.
Use of structured methodologies for the creation of articles and FAQs.
Accessibility and Efficient Navigation:
Information available 24/7 through self-management.
Ease of use and navigation in the Digital Help Center (CDA).
Preferred complementary channel for consultation and self-management.
Resolution and Continuous Improvement:
Access to personalized information to resolve requirements.
Continuous feedback from users to improve products and services.
Process
- Design: Solutions are analyzed and prototyped based on the review and organization of current content.
- Implementation: A team is structured, goals and metrics are defined, and project continuity is ensured.
- Ongoing Management: Content is constantly improved and updated, evaluating indicators to optimize processes.
Deliverables
- Structural design: Content management table and architecture of flows, categories, and subcategories.
- Monitoring: Monthly reports with key indicators such as performance, productivity, quality, and favorability.
- Results: Content usage metrics and quantitative analysis of creation, update, and reconstruction flows.
