Trainer and Documentation Specialist, Network Ninja
“We can also guide customers to self-serve in the future by providing them a link to the document center, so they know where to find the information in the future”
Network Ninja is a SaaS (Software as a Service) product company with three products in their product portfolio. Their three products are Legal Server, Collaborate, and Main Event. Their products
Network Ninja supports 1.2 million users and has more than 500 enterprise clients across their products.
MainEvent’s training team was looking to create an online knowledge base where customers could access help 24×7 rather than send an email or raise a ticket and wait for a response. MainEvent earlier conducted one-on-one training sessions with every client’s management and staff and gave them a Word document with all the help they would require. But this document was custom prepared for every client, making it time-consuming.
The training team then tried setting up a knowledge base on Google Docs, but they faced certain issues with sharing access to each client’s staff and structuring the articles in a neat format.
Their main requirements of the knowledge management space were:
MainEvent’s training and documentation team briefly tried hosting their knowledge base on Zendesk, but they faced certain issues such as
When they were looking for an alternate, the MainEvent team evaluated various other options in the market, including Freshdesk, before choosing Document360. The following features enabled Document360 to solve all their pain points
Alison Bovaird, Trainer and Documentation Specialist, Network Ninja says
Adopting Document360 has enabled us to handle customers with bigger issues better because emails and tickets with basic questions have almost stopped coming in.
MainEvent’s Training and Documentation team has received fewer customer support calls since installing the knowledge base assistant widget. Alison says basic questions like “how do I log in?” or “How can I reset my password” have lessened.
we can also guide customers to self-serve in the future by providing them a link to the document center, so they know where to find information.
The team says providing a link to the relevant information is much more efficient and saves time compared to their earlier practice of typing a step-by-step email on creating something in the system.
The rich metrics also provide them with information like
Document360 has helped Main Event, a SaaS product, rapidly scale in terms of customers without expanding its training team even while supporting its customers 24×7. It also gives their training team valuable insights into the information their users are looking for and the popularity of certain articles so they can further improve their content.
"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."
Michelle Van Kolck
Global Specialist-Design Technology, Woods BagotRead Story
"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."
Senior Technical Writer, Mindful by MedalliaRead Story
"Since adopting Document360, we have been adding 30% more articles to our knowledge base every quarter."
Principal Knowledge Base Manager, CascadeRead Story