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.
Cosmos Forms is a Calgary-based SaaS company that allows people to manage business processes from any mobile device, the web, or Microsoft Teams. Cosmos Forms enables businesses to design digital forms that help collect data from the source in real-time. The data collection helps Cosmos Forms’ customers manage their assets, data, resources, and processes and bring it all together to report, analyze and optimize. They have three products, namely-
Cosmos Forms required an online knowledge base to host their how-to guides on building forms, entering metadata, accessing the custom connector, and more. They also wanted it to be a privately accessed knowledge base, ensuring that only their customers could access their software documentation.
Cosmos Forms sought an easy-to-navigate documentation platform to enable customers to self-serve to any information instead of contacting customer support.
Cosmos Forms initially considered managing their documentation on WordPress but it required them to build the site. Cosmos Forms preferred using an all-in-one managed solution.
After researching a few options in the knowledge base space, Cosmos Forms chose to host their documentation on Document360. A few features listed below made Document360 the most suitable option.
Greg Dickie, Senior Software Engineer at Cosmos Forms, said
Customers have stopped contacting us with how-to questions, but now only call us for actual problems
Greg says Cosmos Forms has begun seeing a reduction in customer support tickets after setting up their online knowledge base on Document360.
Document360 helped us establish a single source of truth for procedures both internally and for customers. This has eliminated differences in opinions regarding procedures
Cosmos Forms also reports that the online knowledge base has helped standardize all procedures being followed internally. It leaves no room for doubt anymore, leading to better efficiency.
Cosmos Forms, which is a start-up that is in the process of scaling their operations, found Document360 to be a perfect solution to help its customers self-serve. In turn, it also reduced the burden on their customer support team and synchronized their internal functioning.