Solutions/
Getting your
service content right
Harness the collective intelligence of your entire company to organize, activate, and optimize all your service and support content, increasing effectiveness and improving satisfaction.
The Challenges
Customer service teams are facing pressure to:
Provide accurate, up-to-date content across channels
Scale self-service content while maintaining quality
Personalize support content for different customers
Keep knowledge bases & FAQs current across markets
Automate content for chatbots and AI-driven support
Ensure compliance with legal, regulatory, and brand
Our approach to customer service content
We help organizations build robust, efficient service content supply chains through a comprehensive suite of offerings:
1
Consult
Evaluating and improving customer service content operations:
Assess knowledge base, chatbot, and self-service content effectiveness
Identify gaps in customer support content and accessibility
Develop strategies for real-time, personalized support content
Define a roadmap for automation and AI-driven content delivery
Align customer service content with broader CX initiatives
2
Implement
Deploying the right tools and processes to enhance support content delivery:
Optimize workflows for self-service content creation and updates
Implement AI-driven content tagging and search optimization
Integrate knowledge management systems with support platforms
Automate content translation and localization for global audiences
Provide training for customer service teams on new content tools
3
Manage
Ensuring ongoing content accuracy, accessibility, and effectiveness:
Knowledge base and FAQ content management
Continuous chatbot and AI-driven support content updates
Performance monitoring and content optimization based on usage
Governance and compliance oversight for support content
Regular audits to refine self-service and agent support content
The Results
Our solutions deliver measurable impact. Clients and other industry examples have seen:
Up to:
60%
Reduction
in content production time
Up to:
50%
Decrease
in creative production costs
Up to:
35%
Improvement
in first-time approval rates
Up to:
3x
Increase
in content reuse and adaptation
Why UpperRight?
UpperRight helps you make smarter decisions with cutting-edge technology and expert solutions tailored to your needs.
Deep expertise in content and editorial strategy development
Proven methodology refined through years of experience in GSIs
Thought-leadership approach focused on your specific needs
Category insights that helps you guide content creation
Continuous editorial playbooks and and best practice sharing
1
Assess your current state and identify quick time to value improvement opportunities
2
Define clear objectives and success metrics for your process
3
Design a tailored solution that fits your existing tech and org model
4
Create a practical implementation roadmap that provides time to value
5
Support you through every step of the journey with on site advisory
How to get started
Ready to transform your customer service content supply chain? Our team will work with you to:
Quickstart Offerings
Want to make some immediate progress? Give us a call to discuss our pre-scoped immediate-start services: