Customer Support Knowledge Management

Client Background

• Our client is an established SaaS provider of ERP applications to the financial services industry
• While the client’s L1 support unit managed to resolve most user issues, many were flagged for L2 and L3 support

Xoriant Solution

• To establish a baseline of issues, Xoriant analyzed the L1 and L2 support calls to identify the most common queries
• The team proposed a series of custom-branded, rapid eLearning courses and nugget-sized, interactive tutorial videos to explain the product’s proper usage and highlight its benefits (as opposed to its features)

Key Benefits

• Solved common customer support queries through eLearning nuggets
• Reduced support calls 35% by redirecting customers to demo videos