The challenge

Welltok is an enterprise software as a service (SaaS) company that empowers health plans, employers, providers, and public entities to connect consumers with personalized health improvement resources. Welltok’s member healthcare advocates handle inbound calls and answer member questions about biometric screenings, wellness programs, rewards and redemption, and more.

The company’s knowledgebase, however, was difficult to use. Advocates often had to wade through several options just to find the information they needed to address their members’ concerns. This not only frustrated advocates but negatively affected members’ experiences and compromised call quality.

As a result, some healthcare advocates preferred to ask the subject matter experts for information rather than use the knowledgebase, which still led to a delay in responses. This compounded the problem by discouraging associates from using the knowledgebase and having a one-stop shop that would increase productivity, efficiency, and create better member experiences.

Our solution

Our strategy focused on improving the quality and relevance of the knowledgebase, making it a more useful tool for advocates. We partnered with the client to determine what information healthcare advocates needed to best assist Welltok members. As we analyzed the root cause of the issue, we zeroed in on the content structure of the knowledgebase as the main problem.

We reprioritized the content, structuring it so that the most-used and most-relevant information was delivered first, and the least-relevant content was delivered last.

Restructuring the way in which knowledgebase content was delivered provided instant benefits: namely, it allowed associates to look for and locate the information they needed much more quickly. Throughout the process, associates were encouraged to provide feedback to ensure these improvements were aligned with their needs.

The results

The business’ main KPI metric — quality — improved after the knowledgebase was restructured, with quality scores increasing 3%. The monthly target goal was a 90% QA. Based on the most recent available data, the agents consistently met or exceeded that target in a six-month period — and even reached a 94% QA.

Additionally, feedback was solicited from associates about their experience working with the restructured knowledgebase and, when surveyed, 79% of respondents said the new structure was extremely useful. Among the positive feedback:

“KB [knowledgebase] is our work Bible. It helps provide members the best answer.” — Joana F.

“It’s our guidebook. Personally, it’s my lifeline for the programs!” — Cynthia L.

“All information is outlined and organized well enough to understand the entire program, depending on the client.” — Michael B.