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Global Knowledge Management Framework

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Global Knowledge Management Framework

COMPANY

Facebook / Meta

CHALLENGE

Transform customer support channels through a new knowledge base and problem-solving workflow that allows agents to handle cases quicker and more consistently. Like most fast-growing support organizations, the knowledge landscape was fractured across multiple outdated doc libraries and required outsized reliance on peers to answer questions.

SOLUTION

Facebook’s first formal knowledge program for thousands of agents worldwide, adopting a Knowledge Centered Support (KCS) compliant approach that fit the fast-paced and diverse support environment and RightAnswers for a quick-to-launch knowledge base.

APPROACH

Up against an aggressive timeline (3 months from my company start date to implementation), I started as I would any other other large scale change management project: building strategic relationships with key stakeholders and getting to deeply understand the problem space. I spent countless hours shadowing call center agents, leaders, and even handling cases myself – all while I completed my own company onboarding.

Facebook was too young to have a project management tool at that point, but I designed a plan and comms strategy that kept everyone informed, from team leads, to my manager, to the head of the organization.

While working through technical implementation with RightAnswers, I worked with the vendor to form two pilot teams of agents, making sure to include potential detractors in the mix. I worked with these groups to review survey and process data, ensuring we were all on the same page about why change was needed.

At launch, I gamified the pilot by putting teams on a leaderboard with various prizes and swag for categories such as best quality KB articles, most amount of fixed or flagged articles, or highest adoption. These pilot teams revealed early issues that could be tweaked before full rollout and generated so much buzz that it was like the party of the year: everyone wanted in.

I followed up the North America launch with a rollout in APAC, followed by EMEA and Latin America, working across cultural and geographic boundaries to unite the globe around a common process and toolset.

RESULTS

  • 90% adoption (goal) achieved within 3 months
  • 27% decrease in handle time
  • 40% decrease in requests for help
  • 50% decrease in issue escalation
  • Documentation aligned across product marketing, support, and customer Help Center
  • Full global rollout to 11 vendor sites in all four regions
  • Granular customer insights for product teams
  • Process data was used to train machine learning models for future automation and internal product builds