Of consumers say easy access to support and information can make them fall in love with a brand.
Of businesses estimate that effective knowledge management disciplines increase company productivity by up to 40%.
Of companies offering web or mobile self-service have seen an increase in their website traffic.
BigID is a leader in data security, privacy, compliance, and governance: enabling organizations to proactively discover, manage, protect, and get more value from their data in a single platform for data visibility and control. Customers use BigID to reduce their data risk, automate security and privacy controls, achieve compliance, and understand their data across their entire data landscape: multi-cloud, hybrid cloud, IaaS, PaaS, SaaS, and on-prem data sources.
BigID required a private knowledge base to host all its product documentation, including user guides, installation guides, release notes, troubleshooting instructions, and application programming interfaces (APIs). They needed to have their knowledge base private, allowing only their customers with valid login credentials to view it.
Some of the key challenges BigID wanted to address – to keep up with the growth and collaborative nature of BigID – included:
After evaluating other tools in the market, BigID selected Document360. Dcoument360 provides these features to meet their business requirements:
BigID now has a solid workflow in place so its team of technical writers can contribute to the documentation smoothly and frictionlessly while also allowing others in the organization to contribute.
Yossi Karp, the Technical Writing Manager at BigID, said,
Document360’s integration with Slack has helped us respond almost immediately to customer feedback on the documentation because everyone on the team gets an instant notification.
Document360 helped BigID create a private user documentation site, hosting more than 550 articles contributed by a growing team of technical writers. Additionally, the deep analytics has helped BigID’s technical writers show management a clear picture of how the documentation is used. The analytics gives them data on: