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.
Vodia is a Voice-over-Internet Protocol (VoIP) company. Vodia’s PBX software turns mobile phones, laptops, tablets, PCs, and standard VoIP phones into clients all of your employees can use for their communication needs. Vodia works with third-party integrators who help to set up their systems, set up different users, extension and integrate with existing phone systems. In addition to this Vodia’s software also integrates with customer support systems.
Earlier Vodia used an in-house knowledge base tool called Drupal. Drupal is specifically focused on content management rather than a knowledge base. Because of that, it offered a few challenges such as
Document360 was chosen as the solution to replace Drupal as it offered the perfect solution to Vodia’s business requirements. Some of the important features that made Vodia choose Document360 are
Vodia’s public knowledge base consists of How-to guides, user manuals, and troubleshooting guides for their product. The public documentation also consists of product information for their customers on setting up voice mail and so on. There are multiple team members working on the documentation articles. The documentation articles are peer-reviewed before publication to ensure that documentation meets the customer expectations and is of great quality.
Vodia’s documentation team produces technical articles that are understandable by layperson and ensures that content provides utmost clarity to their customers. The grammar and tone of the content is checked for consistency. The public documentation empowered Vodia’s customers to self-serve and troubleshoot the issues on their own rather than raising a support ticket.
Vodia utilizes Document360’s analytics feature extensively to be customer centric. Vodia’s documentation teamm checks the customer feedback every week and responds to feedback to build relationships with their customers and earn their trust.
Jared Blake, software developer at Vodia says
Customer feedback enables Vodia to engage with its integrators in a whole new way. It provided a ton of value to relationships which is an important thing for their business.