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”
Colorado, United States.
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.
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