Integrating KM into the Flow of Customer Support at Shopify

Published On:
January 21, 2019
Authored By:
APQC
Members-Only Content:

Shopify wanted to ensure that knowledge flowed seamlessly from the product groups that develop its software to the support staff who answer customers’ queries and help them troubleshoot. The organization has built a robust knowledge base of KM content that is fully integrated with its support processes and aligned with its product development lifecycle.

 

Also found in Promoting Knowledge Management and Making It Stick
Type:
Case Study
Topics:
Customer Service, Customer Support, Knowledge Management, Content Management, KM Change Management, KM Communication
Industries:
Retail/Catalog/Mail Order, Software

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