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Training supervisor at a large customer service company: We can finally update learning materials for 20,000 people in one go.

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Background

A large customer service organization has more than 20,000 customer service staff. Customer inquiry content typically needs to be updated every 2 to 3 days, and each update must be distributed to all customer service staff.

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Pain points

  1. Previously, traditional chat tools were used to create groups for managing customer service staff. Since a traditional group can only hold 500 members, each material update had to be sent in more than 40 groups, which was extremely inconvenient.
  2. Some updates were not intended for all customer service staff to learn from, and learning materials needed to be packaged separately for different groups.

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After adopting DingTalk Knowledge Base

  1. Content in the Knowledge Base is updated once, and a Card Link is sent to the Group Chat. No matter how many people participate in learning, only one update is needed.
  2. The Knowledge Base supports Authorization by group or by User, ensuring secure and reliable distribution of learning materials.