WWF - Polly Help

WWF Transforming Support

Support Through Centralized, Intelligent Knowledge

The World Wide Fund for Nature (WWF), one of the world’s leading conservation organizations, needed to modernize its supporter services while continuing to deliver fast, consistent communication across channels.

By adopting storm® CKS powered by Polly.Help WWF created a centralized knowledge hub to support agents, boost efficiency, and enhance the supporter experience.

Knowledge That Supports the Mission

WWF’s transition to a centralized knowledge platform via storm® CKS and Polly.Help is more than a technology upgrade. It’s a strategic shift that empowers teams to work smarter, respond faster, and deliver on their mission with clarity and consistency.

As their digital journey continues, knowledge is now a key pillar in both supporter satisfaction and operational sustainability.

See how centralized knowledge can support your digital transformation. 

The Challenge

Fragmented knowledge scattered across SharePoint and Excel spreadsheets

Inconsistent responses between phone, email, WhatsApp, and web channels

New staff took several weeks to confidently handle inquiries

Lack of visibility into frequently asked member questions and process answers

The Polly.Help Solution

(via storm® CKS)

Rolled out a centralized, structured knowledge base with around 750 Q&A items

Created channel-specific responses: tailored templates for phone, email, WhatsApp, and website

Implemented clear governance: content ownership, terminology alignment, and review workflows

Embedded Polly.Help into internal portals, enabling quick look-up of policies, processes, and procedures

Integrated web-based related Q&A into public pages to improve self-service discovery

Results

New staff achieve call readiness in just two weeks, thanks to accessible knowledge

Consistent information across every channel, boosting member trust

Enhanced interaction quality members receive accurate, context-aware answers

Structured governance keeps content current and reliable over time

Empowered teams and happier members, with smoother, fact-based discussions

More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.

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