With a growing number of internal repositories, Shopify’s frontline support team struggled to find the right information at the right time. This slowed down customer support processes and increased the load on escalated support teams. To solve this problem, Shopify developed a "knowledge flow framework" to make better use of existing KM tools, increase trust in available knowledge, and ease unnecessary escalations.
This presentation covers:
- How to help teams inventory their knowledge bases and create an accurate assessment of their current state
- How KM can help teams cut unnecessary clutter (such as outdated/duplicate information), identify knowledge gaps, maintain knowledge, and save future duplication of effort
- How to build a sustainable knowledge management system that works across the employee lifecycle, from onboarding to succession planning
This is a copy of the presentation; click here for a summary of the session.