Raquel Heyman
Customer Experience Consultant, Prerender
“Our online knowledge base on Document360 has helped put the onus of understanding information on the customers. An empowered customer is a happy customer, which in turn, helps increase their lifetime value, usage of our product and MRR”
Location
Colorado, United States.
Industry
Information Technology
Prerender is a SaaS company that optimizes large JavaScript websites to be SEO (Search Engine Optimization) friendly. Prerender serves 100% cached versions of web pages to search engine bots that have problems executing JavaScript. This helps companies save resources like money, time, and reap technical SEO benefits. Prerender’s tool improves page crawl rates and indexing speed by eliminating dynamic issues and serving a static version of every web page to search crawlers. It also ensures content and links are fully rendered before the crawl, ensuring crawl budgets are utilized better. Prerender ensures pages are prioritized and indexed fast to help boost SEO rankings.
The customer’s developers need to connect Prerender.io to their web server. The process requires very clear, detailed instructions. The instructions also differ for every type of server. Thus, Prerender sought to create one source of truth for all their technical documentation.
Prerender was initially hosting their documentation on another platform; however, they faced a few challenges such as,
Prerender decided to opt for a knowledge management tool with all the required features, so they were only required to fill in their content and publish the documentation. They initially hosted their documentation on HelpScout, which they used for customer ticketing purposes but were still not satisfied with the outcome.
After evaluating multiple other options in the market, including Zendesk, they opted for Document360. Their support platform now hosts a lot more content than just technical documents. The content now includes best practices, tips and tricks, how the product is priced according to usage.
The following features in Document360 made it a perfect fit.
Raquel Heyman, Customer Experience Consultant, Prerender.io says
Document360 has helped us empower customers to find the knowledge they need, instead of gatekeeping it. It is a game changer
Prerender says hosting their support site on Document360 has helped decrease the number of support tickets on a specific issue.
Once we upload an article regarding a specific issue, we see support tickets regarding that issue decreasing by 20%-30%
The questions being asked by customers to the support team have also become extremely focussed, says Heyman.
For eg, instead of just asking us to tell them about a feature, they now say they recently read about it on our knowledge base but want to know how to make it work
Prerender says they are seeing a growing number of their customers now visiting their knowledge base to try self-serving before contacting customer support.
Adopting Document360 has helped Prerender establish a dynamic and organized online knowledge base that hosts more than technical documentation. This has helped Prerender empower their customers to find almost any information they require on the knowledge base, making them happy and feel like support is always available.
"The feedback from our customers on our support site has been only positive. They all like the site and find it very valuable"
"Document360 not only allowed us to create content more easily from an author’s perspective but also interact with that content more easily from the staff’s perspective."
"If we see a new article garnering a lot of views, we go tell the concerned team that the project, feature or update they released is doing really well. We then pair it with Google Analytics to see how many searches it brings to the site."