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Do you know? Frictionless customer support is a true sign of customer success. It is a make-or-break process for customers using your product for the very first time.
There are so many flaws that occur during customer onboarding and support service that only a customer can feel (mostly frustrated!).
- no full coverage of product functionalities,
- irrelevant onboarding content, and self-help guides
- expectations set during sales aren’t met in the onboarding
To ease these heartburns, Document360, a knowledge base platform, can help you provide a detailed product overview. Each piece of information can be created and organized to meet customer expectations. This will help you build customer engagement, build good user habits with the product, tour its features, and promote product adoption.
Usually, onboarding tasks require a lot of hand-holding; we share inspiring stories of brands using KB software to prompt users to perform actions. Let’s look at how Document360 is solving custom problems for these four businesses below.
Scroll further to hear a quick success story. We hope it’ll inspire you.
Real-Life Case Studies of How Document360 Helped in Reducing Silos
1. View
With a mission to revolutionize building environments, View Inc. is a leader in smart building technology, offering solutions that transform spaces into responsive, sustainable, and efficient environments. From dynamic Smart Glass to a comprehensive Smart Building Cloud, their innovative products are deployed across offices, airports, schools, and hospitals globally.
View is sturdy in operational technology, cybersecurity, edge, and data platforms and is planning to re-enter the market with new products at that moment. However, the hesitance was outdated documentation systems and processes that involved translating documents from ASCII docs and GitHub.
It involved too much manual labor uploading documents using complex tools. Not to miss, there was too much dependency on support teams for product adoption (a major turnoff for customers).
This setup was very slow for a company operating on a global scale with technical writers in the US, Italy, and India; View was looking for a more nimble and visually compelling platform.
Fortunately, View chose a Document360.
Current use case: View documentation Writers use Document360 for a streamlined, user-friendly way to create and edit documents for new products. This flexible documentation system allows them to collaborate smoothly while also maintaining strict version control.
That’s not all; View’s team could work directly in a browser, simplifying the entire documentation process. View also leverages workflow management and article versioning to ensure content quality and accessibility. This cohesive system enabled View to host easily consumable user guides, reducing the time and effort spent on onboarding new customers.
As View has scaled, Document360 has become a trusted partner for the documentation process, which is the most effective and straightforward to use.
“Document360 makes it easy for us to share our documentation resources across multiple products. We are already migrating hundreds of pages with their team’s support.”
2. Smart Ident
Smart Ident, Austria’s leading regulatory compliance platform, specializes in seamless customer onboarding for industries like banking, healthcare, telecom, and government. Their cutting-edge technology integrates facial recognition, document verification, and e-signature capabilities, catering to 30 prominent clients.
A key to its document transformation project was a limitation in data safety and knowledge silos, a less interactive outlook, and low accessibility to API documentation and FAQs.
To increase visibility and engagement among new users, Smart Ident needed to host user guides and API documentation. Additionally, the documentation process should be simple.
Maintaining a database of APIs and software development kits (SDKs) is not as easy as a walk in the park.
Yet, the Document360 knowledge base platform keeps helping Smart Ident documentation flow smoothly among other team members despite handling proprietary knowledge that stays safe.
On the back of managing documents, the WYSIWYG editor streamlined content updates while ensuring error-free documentation—that’s what we call lightweight yet effective. More recently, Smart Ident was facing challenges with Adobe Reader,
Smart Ident decided to pivot to Document360 due to challenges faced like
- lack of version control,
- collaboration issue (mailing documents to customers),
- Syncing issue (re-emailing updated documents)
All this combined, the Smart Ident documentation process felt so redundant. And they need a modern, secure documentation platform. They were specific that the platform has an easy-to-use editor, which allows even non-technical staff to key in and review documentation and the capabilities to ensure their technical writing is largely error-free.
In short, Document360 helped Smart Ident achieve its aim of resolving queries quickly, painlessly, and cost-effectively.
3. Vodia
Vodia was focusing on the customer front and was hence looking for a solution that would improve their customer onboarding and customer support. Their main business focus is providing a top-notch customer experience and improving self-service capability so that customers can solve their own issues as soon as possible (the ‘aha’ moment, when the customer gets what they actually want without too much work).
Earlier, Vodio was using Drupal software, known for content management systems; however, the expectations fell short. The purpose Drupal was solving wasn’t fully aligned with Vodia goals; they needed specific software that would help them with knowledge management.
Limitations Drupal faced were complicated formatting, and an outdated interface, and it mainly doesn’t support rich media like videos and images. Searching for desired content on the portal was difficult; it was like finding a needle in a haystack.
Document360 proved to be a job well done with features like
- a streamlined workflow for documentation processes,
- a rich API for seamless integration, and
- an intuitive, feature-rich editor,
- powerful search capabilities to bring the right articles
- two-way interaction, able to collect customer feedback (which was a core requirement)
Vodia’s public knowledge base was content-heavy, including how-to guides, user manuals, and troubleshooting guides for their product. The primary goal of Vodia was to be customer-centric, a self-sufficient product, and solve support queries in the blink of an eye.
Here Document360’s advanced analytics feature, self-serve capabilities to troubleshoot issues on their own, and a feature to capture customer feedback on the portal helped to gain their trust in us.
4. Sophi
Sophi is an AI-driven automation and prediction engine technology. It was created in the first place for in-house tasks. Sophi was helping designers make smart decisions about their content in matters like expanding subscription revenues, filtering advertising strategies, and suggesting content strategies that align with their business case.
“It’s about understanding what matters most,” explains Vijayakumar J, Manager of Product Management. “Our goal is to ensure our technology aligns with the needs of publishers, empowering them to deliver impactful journalism without sacrificing profitability. We care deeply about making their processes seamless and their decisions smarter—because their success is ours too.”
As Sophi expanded, managing API documentation, technical guides, and product reviews manually in a static Microsoft document was like operating a large-scale business on sticky notes. The pressing need made Sophi look for a knowledge management solution to have
- seamless access to implementation guides,
- able to make hassle-free iterations and
- improved workflow with high-power search functioning.
After evaluating various platforms, Sophi selected Document360 as their knowledge management solution. Its features were a perfect match for their requirements:
- User-friendly interface: Simple, clean, and minimal user interface where the customer doesn’t feel lost in between a heap of documents. They can access and navigate documentation very easily.
- Find and Replace functionality: Sophi’s aim was to provide effortless journalism; Document360 features enable the achievement of the goal of updating articles across the site and eliminating manual revision in each publishing document.
- Workflow management: Document360 is a connected platform where Sophie’s team can easily collaborate, assign tasks, and roles for creating different niche content, send for peer review, and multiple stakeholders can be involved to give a final edit before publishing to ensure high-quality and accuracy.
- Access control: Being a content-centered platform, Sophi’s had a dire need for content segregation. Document360 promotes providing a feature to segment the knowledge base for internal or public viewing.
- SEO control: Using the no-index SEO feature to control the narrative by ensuring that certain information or pages don’t pop up during a Google search with certain keywords
- Search optimization: Article tags or keywords make articles more easily searchable for contributors and users
Taking Customer Support Experience Higher with Document360
A customer journey is complicated until it reaches its saturation point where your customer is fully convinced. But till then, they’re toddlers who need a walkthrough/guidance at every step.
Document360 helps to build customer stability at each point of interaction by providing a centralized knowledge base with a single source of truth for all documentation, ensuring customers and internal teams can easily access the required information.
The above case study is a simple example of how brands feel stuck and how to move the needle toward customer satisfaction by including comprehensive data on product features, benefits, and other troubleshooting API guides on their website to align with customer needs.
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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