Print platform cuts call time with scalable knowledge management

The client

Our client is a global print-on-demand platform company that enables creators, Ecommerce sellers, and businesses to produce and deliver custom products quickly and sustainably. Operating in over 30 countries, our client offers localized fulfillment with global reach.

The Helpware environment

Helpware supports three (3) essential client business operations in English:

• Optimal print—Customer support
• API create—Tech support
• Connect B2B—Merchant support

We’ve been this client’s sole outsourcing partner since 2021, with a core team of 45 agents in the Philippines entrusted with end-to-end delivery. Each support line operates across time zones and communication channels.

During peak holiday seasons, we scale up to 120 agents—recruiting, training, and managing team members in-house

The challenge:

Updating a knowledge base that adversely impacted everyone

The client’s internal knowledge systems weren’t optimized. The content was outdated, and policies didn’t reflect regional differences. The Help Center failed to guide users, customers abandoned self-service tools, and submitted more tickets. Support agents struggled to find accurate answers quickly. All of which led to:

• Higher error rates
• Longer handle times
• Rising escalation volumes
• Diminishing customer satisfaction

The client needed a knowledge framework that worked in real time for agents, customers, and global teams. So, in Q2 2024, the client made enhancing knowledge management a top priority. Criteria included:

• Fast, searchable, and easy-to-read KB content
• Unified policies across all markets
• Fewer errors and faster responses
• A Help Center that deflected tickets
• Continuous governance to keep content current

Helping 'Ware' it counts:

Building a complete knowledge base with global alignment

Helpware rebuilt the client knowledge base from the ground up. We:

• Rewrote every policy and support article in a short, clear format.
• Structured content to support fast and intuitive search.
• Mapped and updated regional policies for global consistency.
• Embedded daily content review into team lead workflows.

We also overhauled the Help Center.

• Simplified FAQs for customer self-service
• Improved UX for merchants and partners
• Built feedback loops between new policies and support execution

The rollout took under three months—just in time for peak season.

The results

The client now runs on an innovative, agile knowledge engine designed for scale.