Knowledge Base and Player Self-Help Platform
Nov 2015 - May 2017
Ubisoft
Senior Frontline Representative
Helped improve Ubisoft's knowledge base system as both the internal source of truth for CS teams and the public-facing FAQ surface for players, driving adoption, content quality, and structural improvements from a frontline perspective.
Worth noting
A few things I would call out
- Improved KB content quality and structure for CS-internal and public-facing audiences.
- Drove adoption of the KB across frontline reps as the canonical knowledge source.
- Authored and edited KB articles and FAQs to reduce repeat questions and shorten resolution time.
01 // What was getting in the way
Frontline reps and players needed the same answers from different angles, but knowledge was inconsistent, duplicated, or missing, driving repeat questions and longer ticket handle times.
02 // What I did
I worked from the frontline floor inward so the KB reflected the questions reps and players were actually asking instead of what looked complete on paper.
The work focused on three areas:
- identify high-volume questions and structural gaps in the KB
- write and edit articles for both internal CS use and public-facing FAQ use
- drive rep adoption so the KB became the real first stop for answers rather than a side reference
The goal was to make the KB operationally useful, not just technically available.
03 // What changed
The KB became:
- a more useful working tool for CS reps
- a stronger self-help surface for players
- a contributor to lower repeat-question volume and better handle time on common issues across high-frequency ticket categories