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By Chapter Three on
Chapter Three helped 8x8 reduce costs by building a Drupal website that allows users to self-serve using an interactive knowledge base. Since launch, 8x8 has seen a 25% reduction in support case volume, with numbers continuing to drop.
Why Drupal was chosen:
Chapter Three chose Drupal to consolidate a large amount of information about 8x8’s VoIP communication products. We used Drupal permissions extensively for 8x8 to manage content and support requests, providing unique views of the same content provided to customers, content administrators, and everyone in between.
Chapter Three built a sophisticated content tagging system to organize support content and make it easily accessible. We also integrated Drupal with semantic search leader, Inbenta, to help users find content fast.
Chapter Three adapted Drupal modules and APIs to avoiding custom back-end code. The well-documented Drupal code reduces support costs since we can make big improvements inexpensively.
Describe the project (goals, requirements and outcome):
8x8’s wanted to reduce its maintenance costs by consolidating content that was spread across multiple sites. It also wanted to let customers find support information easily, in a single knowledge base.
Chapter Three integrated 8x8’s CRM software with Drupal so that users can open and manage support tickets using Drupal, saving 8x8 time and money by reducing customer phone calls.
Administrators see everything they need to update the website, while customers only see what they need. By building a single, multi-use site, Chapter Three saves 8x8 money on maintenance costs.
8x8 needed to improve the quality of support content by gathering feedback from its users and sending that feedback straight to topical experts. Chapter Three built a system empowers 8x8 topical experts to react to feedback and update content quickly and easily.
Technical specifications
Drupal version:
Drupal 7.x
Key modules/theme/distribution used:
Why these modules/theme/distribution were chosen:
- Chapter Three customized the OpenID module to implement Single Sign On (SSO). Customers and employees use the same credentials to login go the knowledge base as they do for all of their 8x8 products.
- We customized the Flag API for administrators to designate topical experts by role. Topical experts get notified and can react directly when a user comments on a knowledge base article
- We used the Workbench module for a user-centric editorial workflow. If a user can't find something, a form notifies an 8x8 content administrator to start the content moderation process.
Community contributions:
Organizations involved:
Team members:
Sectors:
Technology
Telecommunications
