Knowledge Base

Create Online Help Center to Reduce Call Volume

OBJECTIVE

When I started at HSBC we did not have a dedicated knowledge base for customers to look up simple information. 

Many projects I worked on were centered around a common problem - reducing call volume.

SOLUTION

I initiated a project to solve an obvious need. What if we could consolidate all of our scattered FAQ pages into a more streamlined repository of information? These help articles were also designed to be included as links from our chatbot for the most common requests. 

RESULT

Edit and rewrite FAQ into the most understandable language for customers (as much as possibly allowed by stakeholders and legal).