AOL Deploys Knowledge to Boost Agent Productivity (January 22, 2015)
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AOL deployed Salesforce Knowledge to boost agent productivity by consolidating their knowledge base, streamlining processes for agent feedback, and improving the customer experience. Key learnings included that organizing content through structure drives better organization, reporting, and visibility which increases feedback and accountability. The unified knowledge base across channels has reduced costs while improving the user experience and agent productivity.
AOL Deploys Knowledge to Boost Agent Productivity (January 22, 2015)
- 1. AOL Deploys Knowledge to Boost Agent Productivity
- 2. Joined:August 2008 Residence: Chicago, Illinois ​ Certified Service Cloud Expert in Salesforce.com ​ Provide Service Cloud expertise to ensure customer success ​ Strengths: Service Cloud, Knowledge, Support Processes, KCS ​ Worked on 20+ B2B and B2C Service Cloud in past 10 years ​ Customer: Pearson Education, Ally Bank, Harman, Seagate, BRP, Motorola ​ Prior to Salesforce: InStranet, Parlano, PwC ​ Cheech Moore Senior Service Cloud Architect cheech.moore@salesforce.com 630-886-4247 @cheech_sfdc cheechmoore (Skype)
- 3. Trends in Knowledge Cheech Moore Sr. Service Cloud Architect
- 4. Yesterday’s Customer Service Solutions Your Customers Not built for mobile Personalized: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolving Disconnected customer data Not built for speed The Customer Experience Gap
- 5. Trends in Knowledge •  Single Source of Knowledge •  Serves Agents and Customers •  Seamless integration to products Across Channels1
- 6. Trends in Knowledge Consume Anywhere •  Knowledge at your fingertips •  Access wherever you are •  Flexible display, rigid security •  Single Source of Knowledge •  Serves Agents and Customers •  Seamless integration to products Across Channels1 2
- 7. Trends in Knowledge Consume Anywhere Maximize Process (KCS) •  Knowledge at your fingertips •  Access wherever you are •  Flexible display, rigid security •  FCR: 50% increase •  Case Deflection: 50% increase •  Agent Satisfaction: 40% higher •  Single Source of Knowledge •  Serves Agents and Customers •  Seamless integration to products Across Channels1 2 3 Find Articles Measure Success Provide Feedback Deliver Article Create Case
- 8. Salesforce Knowledge: Enterprise Core Objectives ​ Customer Success Platform • System Assisted / Recommended • Self-Help (Search / Filtering) • Communities Find Relevant Content • Expose Articles on Any Device • Fully Integrated into Chatter Answers • Convert Best Answer into a New Article Empower Customers • Push Relevant Articles at Right Time • Embedded in Case Resolution Process • Recognize and Award Contributors Empower Knowledge Workers 1 2 3
- 9. How AOL Deployed Knowledge to Boost Agent Productivity Michelle Manbeck Program Director, Training and Knowledge Management AOL
- 10. AOL Overview ​ From IM, Dial Up and CDs to… ​ Over 20 member benefits ​ Advertising ​ Video ​ Huffington Post Media Group ​ Over 100 brands & products supported on help.aol.com ​ Then and Now
- 11. Challenges ​ Cumbersome and ineffective process for agents to submit feedback on articles ​ Content managed independently for International markets ​ Tool limitations for authoring and managing content ​ Unorganized content and structure ​ Where we were
- 12. Goals ​ What we wanted to accomplish Reduce Cost Improve Experience Increase Productivity
- 13. Why Salesforce ​ Factors we considered Reduce CostsImprove User Experience Increase Productivity Consolidation of tools $100,000 savings / year Consolidation of tools & vendors Streamlined feedback process User friendly content organization Ability to submit support tickets / cases from help site Integration with backend tools to provide customized content Improved search functionality Integration of knowledge with case management New authoring functionality Real-time, easy to use reporting Streamlined management of international content
- 14. How AOL Uses Knowledge ​ Some of our favorite things
- 17. How AOL Uses Knowledge ​ Some of our favorite things
- 18. How AOL Uses Knowledge ​ Some of our favorite things
- 19. How AOL Uses Knowledge ​ Some of our favorite things
- 20. ​  ​  Key Learnings ​ Our top 2 takeaways Structure is SO important Drives organization Allows for more detailed reporting Simplifies content migration Visibility increases feedback No “black hole” Drives accountability Feedback deemed important Ease of locating content Knowledgebase content improves
- 22. Core Salesforce Knowledge Capabilities •  Create articles easily / moderate publication •  Use analytics to understand KB usage and value •  Fill Gaps: missing articles •  Corporate website, Facebook, product / application •  Deliver on every device: phone, tablet, desktop / laptop •  Keywords: statistical approach •  Language Recognition: stemming, spell check correction •  Article Usage: Most Viewed, Attached to Solved Cases •  Articles suggested in context of solving cases •  Share in 1-click with customers •  Recognize contributors Empower Knowledge Workers Advanced Search Technology Collaboration & Analytics Expose Content