Elevating Support Through Knowledge Engineering

Context

Symantec’s enterprise support organization needed to scale self-service capabilities to meet growing customer demands while reducing support costs. The challenge: transform a traditional support model into a knowledge-driven ecosystem that empowered both customers and agents.

Approach

Built the publisher and coach network
Established and mentored a network of 1,500+ KCS Publishers and 150+ Coaches across global support teams. Developed standardized training on content refinement, adoption best practices, and quality assurance that became the foundation for the program.

Deployed Azure chatbot for self-service
Enhanced self-service capabilities with knowledge bases and an Azure-powered chatbot, designing conversational flows that maximized case deflection while maintaining satisfaction.

Data-driven content strategy
Analyzed support trends to identify knowledge gaps and friction points. Used these insights to prioritize content creation and optimization, enabling proactive deflection rather than reactive support.

Content quality at scale
Partnered with publishers to refine content for accuracy, usability, and findability. Ensured global enterprises could resolve issues efficiently through support.symantec.com.

Outcomes

• 20-35% case deflection achieved globally through optimized self-service
• 25% improvement in first-contact resolution via standardized training and quality processes
• 1,500+ publishers and 150+ coaches trained in KCS methodology
• Built the knowledge infrastructure that would later enable successful M&A integration at Broadcom
• Established data-informed practices that connected content decisions to measurable support outcomes