Improving internal documentation: Coverpath Internal Help Center

The Challenge

Coverpath is a platform that enables financial professionals to help their clients apply for insurance digitally.

During the COVID-19 pandemic, demand for this platform grew exponentially. Then the support team grew exponentially. The platform they used for internal documentation was clunky, and formatting and language use within the UI was inconsistent. Average time for an agent to solve a ticket was 97 minutes, which was a terrible experience for the customer. I knew that was an area where documentation could drive efficiency and improve experiences both for the agents and the customers.

The Solutions

Migrate the Platform

With hundreds of stakeholders actively using the platform, a migration required finesse and careful planning. I lead a small team to carefully back up the files, migrate content, and communicate anticipated changes. I also initiated a training program so that all users felt comfortable with the new tool.

Overhaul Content

The content in the internal help center was not easy to read, and the complicated formatting and overload of files made each page slow to load. This meant that agents were frustrated, slowed, and unable to find the content they needed to answer customer questions. I designed a new style guide and lead the effort to apply the styling consistently to every page in the help center to make content easer to find and share with customers.

Install Integrations

One of the coolest things about documentation is that when it's integrated with ticketing systems, knowledge can be at an agent or end user's fingertips within seconds. I installed a few light integrations and AI programs to make sure that the knowledge base and ticketing worked seamlessly together.

Impact

Faster Ticket Resolution Time

One metric I knew I could affect (and that they already had a baseline for) was total resolution time. By moving their help center onto the platform that already integrated with their ticketing system and improving the overall content of the site, I reduced full resolution time by an hour average overall.

Vastly Improved Internal Customer Satisfaction Score (CSAT)

While there was no way to measure CSAT in their previous platform, I wanted to get a sense of how the directors within the Customer Care Associates team felt documentation had changed in the few months I worked to improve it.

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