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.
View is a smart building technology company with the mission to transform buildings into responsive environments. View Inc started by revolutionizing something that hadn’t changed for centuries—the simple window—and in so doing, built the only complete, modular, cloud-native platform to deliver on the promise of smart buildings. View Inc Smart Glass and the Smart Building Cloud transform buildings into responsive, healthy and sustainable environments while increasing cybersecurity and efficiency for building owners and their tenants. Today, View’s products are deployed in offices, apartments, life science facilities, airports, hospitals, schools, hotels.
View sought a documentation tool to create and host a user guide for a new product. They felt that having an online tool would make it easier to onboard customers and easier to manage documentation updates with a distributed team. Their older documentation system was both difficult to use and manage due to the following challenges:
View Inc was looking for a tool that is easy to use and suits their customer needs. Some of the basic business requirements were:
After looking at many options in the market, View Inc chose Document360 to host their product’s user guides. Here’s how Document360 met their requirements:
View Inc reports that their online documentation has significantly decreased the time spent educating new customers. They have also been getting positive feedback from customers that the documentation on Document360 is more comprehensible and easily consumable.
Document360 makes it easy for us to share our documentation resources across multiple products
Their success with Document360 has prompted View Inc to onboard documentation of their other products with the knowledge management platform. “We have hundreds of pages of documentation in HTML. We are working with the Document360 migration team to move it to Document360
Document360 was a perfect tool for View Inc to help their new customers self-serve when being onboarded. It reduced the time View Inc spends with customers during onboarding, making them more agile as a business. Once documentation of all their products is moved to Document360 it will help them better utilize their documentation resources too.