Business Background

Ascent Pro Support provides emergency road services primarily for the trucking industry, using their extensive expertise in the tyre industry. They understand the importance of minimising downtime and maximizing productivity for commercial trucking operations by coordinating with service centres for any tyre-related breakdown and ensuring they are back on the road at the earliest.

Business Requirement

Ascent Pro Support was looking to create a centralised location to host all their training manuals and documentation so their call centre agents could refer to any time they were helping a customer. The information included different tyre sizes, time zone conversions, maps of their support staff and service centres, and some self-help guidance for customers.

Business Solution

Ascent Pro Support had initially hosted their knowledge base on Guru. However, the tool became too expensive, prompting them to seek an alternative.Ascent Pro Support researched alternate tools to host their private knowledge base and chose Document360. Besides being more affordable, Document360’s integrations and extensions turned out to be a game changer for Ascent Pro Support.

• The knowledge base widget is an option for one of their dashboards that some call centre agents use. The widget ensures agents can quickly find information for a special category of customers without keeping another window open.
• The Microsoft Teams Integration makes it extremely easy to create and send articles across their communication network, rather than sending them via separate emails. 
• The Chrome extension is used by call centre agents who don’t have access to dashboards. They can quickly open Chrome while taking down breakdown information and finding a solution.
• Rich analytics give insights on the most visited articles, helping them stay updated. They can also track which agents have visited the knowledge base before escalating an issue.
• An integration with their phone software—Talk Desk—ensures that when a customer calls, the relevant article in Document360 automatically pops up. Agents can then double-check the process to walk the customer through.
• Being able to add many readers to their knowledge base seamlessly is another advantage they noted.

Amy Quiroz, Technical Solutions Training Manager at Ascent Pro Support, says,

Document360 has made adding and updating information straightforward. It’s also extremely easy to create new articles and input information directly into the tool.

Business Impact

Amy shared that since moving their knowledge base to Document360,

It’s nice to have everything in one central location, easily accessible to all our remote agents.

The integrations and extensions available with Document360 prompt our call centre agents to self-solve a lot. Since they can go to the knowledge base and look up things themselves, they don’t have to escalate many issues to our supervisory team.

The ease of accessing the knowledge base has encouraged more agents to use it regularly and provide feedback.

If they don’t find some information in the knowledge base, they let us know and we add an article.

Conclusion

For Ascent Pro Support, which was looking for a cost-effective knowledge base to help their call centre agents assist customers faster and more efficiently, Document360 was the perfect solution.