How Document360 Knowledge Base Helps Business to Reduce Support Tickets: 3 Real-Life Case Studies

Let’s be honest: Every company needs happier customers and fewer expenses. However, high support ticket traffic remains a big challenge for most organizations. Customers often seek help with issues easily solved with the correct information, overloading support teams and slowing down response times.

A well-structured knowledge base can turn this around. What Documents360 delivers is a solution that allows customers to search for answers independently. Users who can easily access valuable resources will not bother making support requests. This also helps support teams reduce workloads and is positive for the customer.

In this article, we have compiled three real-life ways businesses used Document360. These stories illustrate how a well-organized knowledge base can reduce the number of support tickets.

So, let’s get right into it!

How Document360 Knowledge Base Helps in Self-service

A knowledge base provides the customer and internal employees answers as they can search for and resolve the problems themselves. Document360 can be used to design and create good quality self-service tools that minimize support calls and increase efficiency. Here’s how it works:

External Self-Service:

User Documentation for Policy Management

Users can generate policy documents about a specific type of policy they want to create from predesigned templates. 

Arlington Roe built easy-to-follow tutorials using the Document360 platform to assist external workers, brokers, and underwriters with the company’s policy management program. This helped reduce cases of support requests since customers could solve problems on their own.

Payment Gateway Setup 

With Document360, Comgate creates user guides for setting up payment gateways. Customers can easily access the relevant information, from setup steps to KYC documents, reducing the need for support requests. This allows customers to quickly get the information they want, minimizing the need for support.

Using Knowledge Base for Marketing

Yes, Glasswell did use the Document360 knowledge base for marketing purposes. Their self-service documentation improves customer satisfaction and reduces support tickets.

Internal Self-Service:

Managing Information Silos

With the help of Document360, UncommonLogic created an internal knowledge base. This made it easier for the employees to locate what they wanted, increasing productivity and minimal time wasted.

Document360 provides solutions for creating customer, stakeholder, and employee knowledge bases. With guides and resources at your fingertips, there are fewer support tickets and more efficiency.

Real-life case studies of how Document360 helped in reducing support tickets

The examples below show how companies have transformed customer service operations and streamlined knowledge management processes. See how Document360 has helped various companies reduce support tickets and enhance customer service through effective knowledge management and self-service solutions.

1) Prerender

Business Overview
Prerender is a SaaS company that makes large JavaScript websites SEO-friendly. They serve cached versions of web pages to help companies save resources and improve SEO.

Challenges

Prerender faced difficulties with their documentation. They needed clear instructions for connecting their tool to various web servers. Previously, they used HelpScout but had problems like: 

• Hard to organize documents.
• No SEO features.
• Lacked user feedback options.

Solution

Prerender chose Document360 for their knowledge management needs. With Document360, they can host technical documents, best practices, and pricing information. 

• Organize content by categories for easy navigation.
• Access detailed metrics to see how users engage with content.
• Alert, identify and fix broken links easily.
• Improve content quality with health check metrics.
• Collect user feedback for continuous improvement.
• Customize their homepage to match their brand.

Key takeaway

Based on the interview, it was identified that Prerender faced problems in documentation and customer support. That is where Document360 came to help with an effective organization. They shifted the burden back onto customers and allowed them to solve problems without filling out a support ticket, decreasing tickets by between 20% and 30%.

2) Cosmos Forms

Business Overview

Cosmos Forms is a Calgary-based SaaS company that eases process management and real-time data collection through digital forms in businesses. Its products are for forms, operation management, and business intelligence.

Challenges
Cosmos Forms needed a private, easy-to-navigate knowledge base for their customers. They wanted a platform where customers could find how-to guides and self-serve, reducing the need to contact support. Initially, they considered WordPress but preferred an all-in-one solution.

Solution

Cosmos Forms selected Document360 as the home of their knowledge base. It offered: 

• A list of sections for improved organization.
• An easy-to-use editor for instant updates.
• Image embedding to improve instructions.
• A simple interface that encourages usage.

Key takeaway

Cosmos Forms reduced support tickets and improved efficiency by using Document360. It provided a single source of truth for customers and employees, making it easier to solve real problems and standardize procedures.

3) Ajman University

Business Overview

Ajman University (AU) is a private university in the UAE, ranked among the top 700 global universities. It has nine colleges and offers a wide range of undergraduate, postgraduate, and doctoral programs to around 5,800 students from the UAE and beyond.

Challenges

AU wanted to provide 24/7 IT support for students and faculty to resolve issues related to registration, applications, and other processes. Their old system was difficult to navigate, visually unappealing, and lacked essential features, leading to high IT helpdesk calls.

Solution

Ajman University implemented Document360, which offered:

• A user-friendly interface for easy writing, publishing, and editing.
• Customization options for better visual appeal.
• Categorization for quick access to relevant information.
• Features like PDF and video attachments for richer content.
• Instant updates on any article changes.
• Integrated help within their Moodle platform.

Key takeaway

Document360 reduced IT support calls by 30% and provided students and faculty with easy access to information. Its analytics also helped the IT team understand user behavior and improve support further.

Check Out How to Reduce Customer Support Tickets with Document360’s Knowledge Base

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Key Features of Document360 knowledge base that helps in reducing support tickets

The use of an effectively managed customer service knowledge base radically alters customer support.  Document360 provides search assistance to users while providing them with  24/7 customer support, hence minimizing the call-for-help tickets and enhancing customer satisfaction. These key features are:

● Knowledge base creation and management

Document360’s system cuts down on support tickets. It offers an easy platform for companies to create and manage documentation, including a training manual. Features include a rich text editor and customizable templates. Teams can quickly update information. Instant publishing ensures that users always access accurate content.

It also provided a knowledge base on structuring content in the hierarchy. Since they are categorized, it also helps them find information through sections and the search bar. Businesses with explicit sites make it easy for clients to find necessary information alone. Customers do not have to get in touch with support teams to resolve challenges.

Document360 has engagement analytics to track user engagement with content on the platform. Businesses can optimize articles based on user needs. Feedback collection helps improve content. The ability to embed multimedia enhances the user experience, further reducing support requests.

● AI-powered search capability

Document360’s AI-powered search has an impact on the user experience. It allows users to locate relevant information quickly. The AI grasps user questions even when they lack perfect phrasing. It points to the most precise results. This feature cuts down the time users take to search for answers. It also reduces confusion, enabling users to access the information they need. This leads to fewer support tickets. Users can discover solutions by themselves. This promotes customer self-service. It lessens the burden on support teams. In general, it results in a more productive support process.

● Content Categorization

Here’s how content categorization reduces support tickets. It organizes information and provides a framework. Businesses can categorize articles together and into subcategories. This allows the users to search for answers themselves. Hence, they will rarely contact support.

When information is well organized, the target users can easily identify topics. They can quickly navigate to guides or FAQs. This ensures they can find the assistance they require. This saves time for the customers, buying teams, and the support team in case of any change.

Let’s look at the examples of sections such as “Troubleshooting” or “How-to Guides.” They save time and reduce mix-ups, allowing customers to get the right information.

Thanks to the content categorization feature, Document360’s self-help packages are easy and quick. It writes information in clean divides, which is quite beneficial in enabling users to locate whatever interests them. Thus, typical support calls decrease. The support team can then handle more complex problems. This ultimately results in happier customers and improved situations in support work.

● User Analytics

The user analytics feature of Document360 minimizes the number of support tickets raised. As a result, it provides information on how consumers interact with the external knowledge base. Businesses can know which articles have high traffic and what several people look for. This info identifies customers’ primary areas of concern and assists the support team. Thus, they can improve the content based on these perceived aspects. Such an approach guarantees more effective answers for users and less demand for assistance.

The user analytics feature reveals shortcomings in the knowledge about the subject, making it possible to update new information. Consequently, users do not require assistance because they can quickly get their answers.

And, of course, it monitors keywords and changes within articles. This ensures the information is always helpful or, as often said, ‘ information overload.’ This means that because Document360 meets the users’ needs early, support requests will significantly decrease. This helps clarify the steps a customer should follow to serve himself, and it is also cost-effective in the support system.

Conclusion

The best way to reduce support tickets is to enable customers to solve their issues. Document360 helps businesses do this by providing an easy-to-navigate, well-organized knowledge base. With features like AI-powered search, content categorization, and user analytics, companies can offer self-service options that improve customer satisfaction and reduce workload for support teams. Real-life case studies show businesses using Document360 to lower support ticket volumes by providing clear, accessible information. In short, Document360 is a powerful tool for improving efficiency and customer experience.

An intuitive AI-powered knowledge base software to easily add your content and integrate it with any application. Give Document360 a try!

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