Document360 2024 In Focus

Yes! 2024 was an exhilarating year for us at Document360. It marked significant improvements in the product, our AI capabilities, user interface, and customer feedback.

The new year began just over a month after the launch of Document360 2.0, the most powerful version of our tool so far. This release included a major revamp and upgrade to our popular and intuitive user interface. Our primary goal for the first half of the year was to provide stability regarding product performance while further strengthening the AI features we introduced.

Staying True to Our Customer – First Philosophy

Sticking to our core value of being customer-obsessed, we streamlined our feature release roadmap to address the most relevant customer needs. Every small bug was fixed, and minor enhancements were swiftly implemented to ensure a seamless customer experience.

Taking our commitment a step further, we introduced monthly surveys to assess customer satisfaction with our tool. The results showed a marked increase in customer satisfaction towards the end of 2024, validating our efforts and signaling that we were on the right track.

Advancing AI Capabilities

Our AI capabilities saw substantial growth this year. We introduced Eddy, an AI chatbot, and significantly improved the accuracy of our generative AI assistant, Eddy. By enhancing Eddy’s algorithms, we increased its reliability and reduced the latency of its responses. Today, customers can choose whether they want Eddy to only reference their knowledge base or include external sources for answers. The AI chatbot has become especially popular among customers hosting public knowledge bases, solidifying its position as a valuable tool.

A Fresh Look for Our Website

2024 also saw the launch of a revamped Document360 website. The new design focuses on our use cases—software documentation, SOPs, user manuals, knowledge bases, and more. Moving away from a solely purple theme, we added vibrant colors to make the site more engaging and visually appealing.

Fostering Innovation Through Hackathons

To create an innovative roadmap for 2025, we hosted an internal hackathon. Our team came up with exciting new AI features, and we’re thrilled about the ideas generated. We can’t wait to roll out these features soon.

Highlights from TC World in Stuttgart

For the first time, we sponsored TC World in Stuttgart, one of Europe’s largest gatherings of technical writers with over 3,000 attendees. Our team delivered talks to packed audiences, showcasing the impressive depth of our AI capabilities. This event was a fantastic opportunity to connect with the technical writing community and demonstrate the power of Document360.

The Game-Changing Acquisition of Floik

The biggest highlight of the year came on October 31, when we acquired Floik, an innovative software product that enables AI-driven interactive demos and guides. We have already started integrating its features into Document360, which will soon offer customers exciting new capabilities. By early 2025, you can record a how-to video and embed it within your knowledge base with just a click.

List of the Top Features and Enhancements We Introduced in 2024

AI

Automated Business Glossary: The Automated business glossary generator allows users to access and edit glossary terms, update definitions, and view where terms are used in articles. The AI feature distinguishes between singular and plural terms, as well as synonymous terms. Users can manually rescan content every 7 days to receive new suggestions for improving the glossary.

AI FAQ Generator: Users can now enhance and provide more clarity to an article by creating FAQs for the same. All they need to do is go to the article of choice, click on the Eddy icon, and choose Generate FAQs in the drop-down menu. You can also add custom FAQs in between the generated questions and answers.

Eddy AI Chatbot: The Eddy AI Chatbot provides quick answers without manual searches or navigation. It can be integrated into SaaS applications or websites allowing users to interact with the chatbot on site, ask questions, and view feedback in the analytics section.

Ask Eddy AI in multiple languages: Eddy AI supports multiple languages including French, Spanish, German, Norwegian (no), Dutch (nl), Portuguese (pt), Swedish (sv), Italian (it), Korean (ko), Finnish (fi), Polish (pl), Arabic (ar), Hebrew (he), and Danish (da). You just need to select a language for your workspace for Eddy to respond in that language, regardless of the language of your question.

Eddy AI Search Analytics: The analytics from Eddy AI Assistive Search provides information on search metrics including unanswered searches of your KB site. It also provides search analytics through charts and graphs for better understanding. You can also customize the date range for the analytics you are looking for.

Listen to articles on the knowledge base site: You can now listen to an article using the read-out-loud feature. This provides a flexible alternative to reading and allows customers to listen to your step-by-step guide while implementing each instruction.

Integration of Eddy AI in the knowledge base site widget: Eddy AI is now available as a Document360 widget on your knowledge base site. The widget will allow you to access support in multiple languages such as English (en), French (fr), Spanish (es), German (de), Norwegian (no), and Dutch (nl).

User Experience

Follow articles and categories: Users can now stay updated with new content and changes in the knowledge base by following specific articles and categories. Readers can receive notifications whenever new articles are published or existing ones are updated.

Schedule publishing: Content management just got better because users can now schedule drafted articles for publication at specific dates and times. By scheduling your drafted articles for publication, you can plan your content calendar effectively.

Translate snippets, variables, and glossary: You can now extend Document360’s machine translation capabilities to your Variables, Snippets, and Glossary terms. You can seamlessly translate these elements across different languages ensuring accurate translations throughout your documentation.

Enhanced read receipts: The enhanced read receipt feature improves interaction with readers by informing the sender about who has engaged with their content. It provides a clear indication of reader acknowledgment, ensuring that communication is traceable.  

Editor

Conditional content blocks: Conditional content blocks allow you to display specific content only when certain conditions are met like IP address, country, device type, reader groups, workspaces, etc. This tailors the user experience by showing or hiding content relevant to the user, thereby streamlining content management for diverse audiences

Tabs feature in an article: The tabs feature in the advanced WYSIWYG editor helps writers organize related content into separate tabs within a single article. This organization allows for the presentation of lengthy or complex information in a clear and structured way, enabling readers to quickly find the content they need without scrolling through long pages.

Insert FAQs as content blocks: You can now add FAQs to your articles as content blocks from the insert menu in the advanced WYSIWYG editor. FAQs will be automatically formatted into a different style helping to distinguish them from regular content.

Content Authoring with Enhanced Slash Menu: You can now create and edit content in the advanced WYSIWYG editor using slash commands. If you type in (/), a list of options appears. You can use it to insert images, videos, links, tables, etc, and reuse content through variables, snippets, and glossaries.

Multilingual support in the Document360 portal (Spanish & Portuguese): The Document360 portal offers multilingual support allowing users to explore the platform in multiple languages including English, Spanish, and Portuguese. This feature enhances accessibility and enables seamless navigation, collaboration, and documentation creation regarding linguistic backgrounds.

Customize PDF templates: The customizable PDF templates allow you to choose to display the path to the article/category as breadcrumbs in your PDF’s table of contents. You can also add a background image to the cover page, making your document look more personalized and professional when downloaded as a PDF. Additionally, there are now no character limits for Terms and Conditions.

Share a private link to an article: You are now enabled to share articles with external readers using a private link even before publishing the content. You can share these private links with external users outside your Document360 project (team accounts or reader groups) and disable or regenerate the links at any time to manage access as per your preferences.

Enhanced Insert Menu: You can now add a code block to your article such as a javascript, insert an image from the URL, local storage, or drive, and insert callouts in the form of editable info boxes in blue, yellow, or red for additional or important information, private notes, etc.

Security

Convert reader accounts to team accounts: You can now select a single-sign-on reader to convert a user with a reader account to a team account. After conversion, you can assign the desired portal access permissions, and assign content access permissions from the content role and content access dropdown among others.

Log in using multiple Single Sign-On (SSO) options: Single sign-on allows for user authentication and access to multiple applications or websites with a single login event. You can now enable SSO to Document360 through multiple identity providers including Okta, Google, OneLogin, etc.

Introducing Reviewer Role: The reviewer role in Document360 allows users to review content without the ability to edit or make changes. This role is specifically designed to streamline the content review process by granting Reviewers access to the Documentation module, where they can view articles and categories, add comments, and update the article’s workflow status. However, they can add inline comments and set due dates.

Looking Ahead

As we move into 2025, we plan to focus on our successful initiatives and continue making Document360 a category leader in the knowledge management space. Your feedback and support remain invaluable to us, and we’re committed to providing the best possible experience for our customers.

Thank you for being a part of our journey. We look forward to growing and innovating together in the coming year. Stay tuned for more updates and let us know how we can make Document360 even better for your needs.

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