HTC Knowledge Base Case Study

Mentech Success Stories

A Journey to Empowerment

The HTC Knowledge Base Success Story

The HTC Knowledge Base (KB) project was a groundbreaking initiative aimed at enhancing customer support efficiency through a centralized, multilingual, and searchable knowledge repository. The solution provided comprehensive resources to HTC call center agents, enabling faster resolution of customer queries, better access to critical information, and the ability to generate insightful analytics for ongoing improvement.

About Our Client

HTC, A Global Leader in Mobile Technology

HTC, a global leader in mobile technology, has consistently been at the forefront of innovation. With call centers scattered across continents, HTC recognized that empowering their frontline agents was not just an operational need, it was a commitment to their customers.

This commitment fueled their quest for a comprehensive solution that could unite their teams and deliver a consistent experience worldwide.

Dispersed Information

Vital resources such as troubleshooting guides, FAQs, and service advisories were scattered across multiple platforms, creating confusion and delays.

Search Struggles

Agents were often left frustrated by a search engine that failed to deliver relevant results, slowing down resolutions.

Language Diversity

Supporting customers in nine languages was critical, yet the existing system fell short of delivering effective multilingual capabilities.

Rapid Change

Frequent product launches and updates demanded a scalable solution to ensure agents stayed informed without overwhelming manual processes.

Challenges

Changes, Diversity and Multiple Platforms

HTC faced several significant challenges in customer support cycle

Solutions

A state-of-the-art Knowledge Base

It wasn’t just about building a system; it was about creating an ecosystem of empowerment. MENTECH designed and implemented a state-of-the-art Knowledge Base tailored to HTC’s needs.

Centralized Repository

The Knowledge Base became a one-stop shop, housing all HTC resources, from product guides, troubleshooting guides and FAQs to training materials and service advisories.

Smart Search Engine

The search engine was a game-changer. MENTECH integrated an advanced search engine that featured autocorrect, multilingual support, deep document search, and highlighted keywords. This innovation enabled agents to retrieve accurate information in seconds, even during high-pressure calls.

SOS System

MENTECH incorporated a ticketing system to streamline issue tracking, offering insights into top issues and recurring problems.

Multilingual Mastery

Content was translated into nine languages, breaking down barriers and ensuring that agents and customers could communicate effortlessly.

Interactive and Engaging

Videos, step-by-step guides, and live chat features made the KB not just a tool but a trusted companion for agents.

Data-Driven Insights

The system provided real-time data on search trends, , ticket resolution times, and content performance, empowering HTC continually refining their support content, closing gaps and optimizing performance.

Key Outcomes: A TALE OF TRANSFORMATION

The implementation of the Knowledge Base led to remarkable outcomes

Improved Customer Experience

Consistent, multilingual support led to improved customer satisfaction scores, reinforcing HTC’s reputation for excellence.

Agent Empowerment

Equipped with intuitive tools, user-friendly interface and comprehensive resources, agents reported higher job satisfaction and productivity.

Improved Efficiency

Agents could now resolve customer queries with speed and accuracy, reducing resolution times across the board.

Continuous Improvement

Insights from the KB allowed HTC to proactively address gaps, ensuring their knowledge repository grew stronger every day.

Scalability Secured

As HTC continued to innovate, the system seamlessly supported HTC’s growing product portfolio with dynamic updates and automated workflows.

Technologies and Tools

An Ecosystem of Empowerment

MENTECH utilized advanced technologies and tools to deliver a robust solution

Custom Knowledge Management Platform

Offering a robust and scalable foundation.

Advanced Search Engine

Integrated with features like autocomplete, document deep indexing, and multilingual processing.

Ticketing and Reporting Tools

SOS system for issue tracking and dynamic reporting.

Multimedia Integration

Embedded video and image guides for step-by-step solutions.

Multilingual Tools

Ensuring accessibility for HTC’s diverse global audience.

Agent Engagement Metrics

Measured time spent on the KB by agent, by queue, and by task to evaluate usage patterns.

HTC’s journey to revolutionize customer support was made possible through the strategic partnership with MENTECH. Together, we transformed challenges into opportunities, delivering a Knowledge Base that empowered agents, delighted customers, and set a new benchmark for support excellence.

Today, HTC’s KB stands as a beacon of innovation, empowering agents, delighting customers, and proving that with the right tools, every challenge can become a story of success.