Qiwi accelerates remote customer service with Naumen KMS

2022

How the QIWI client service migrated from Confluence to the Russian Naumen KMS knowledge management system

The article on the link tells about how the client service division of one of the largest the Russian financial companies QIWI switched from a foreign solution Confluence to a domestic one. knowledge management system Learn more here.

Transition from Atlassian Confluence to Naumen KMS

In the spring of 2022, foreign vendors began to leave with. market of the Russian Federation Among them were suppliers of knowledge management solutions - in particular, Atlassian with the product. Confluence This led corporate users to need to abandon the use of Confluence due to difficulties with the extension of support services, the acquisition of new accounts, and so on. It became difficult to pay for the usual knowledge base, so many began to look for an alternative domestic solution. The company also thought about this. QIWI

The former knowledge base in the QIWI contact center was built on Confluence. The knowledge base lacked a full-fledged search engine, there was no single system for informing operators about changes in content. In addition, it was difficult to navigate and find the necessary information inside the articles. Therefore, QIWI decided to build a new knowledge base and chose Naumen KMS product for this. Read more about the project here.

2021: Implementing a Knowledge Management Solution

On July 5, 2021, NAUMEN announced the completion of the project to introduce the Naumen Knowledge Management System (Naumen KMS) knowledge management solution into the QIWI payment and financial services ecosystem contact center. The updated knowledge base helped reduce call and chat time with customers by 10%.

Based on Naumen KMS, a single source of knowledge for contact center operators has been created, containing articles on QIWI products and services. To accurately and quickly find information, the company made the structure of the knowledge base more logical and understandable, and the materials became capacious, uniform and easy to read. The NAUMEN team also developed templates for articles that simplified the comparison of products or services by individual parameters, and also eliminated the risk that important information will be forgotten in the article. Three months after the launch of the project, employees began to spend less than 5 seconds searching for information, and the number of errors in consultations decreased six times.

The introduction of Naumen KMS was for us not only an opportunity to reorganize the structure of the knowledge base, but also to radically change its content, bring the articles to a single and understandable visual design for everyone, - said Liubov Dubovitskaya, head of the project automation department of the QIWI client service department.

Another change was the introduction of a personalized update feed according to the user's role. Operators' awareness of all changes to content is supported by the alert system: reading the employee's priority messages is confirmed by a mini-test or by pressing a button. Thus, the familiarization with the update of materials is monitored.

The knowledge management system will additionally help speed up the process of adapting employees of the QIWI contact center: it will be easier for beginners to understand terms and corporate slang, get information about the characteristics of the product and start navigating the content structure several times faster, "commented Alexey Zobnin, head of Naumen KMS.

The next stage of cooperation between NAUMEN and QIWI will be the automation of corporate training for operators.