Mary Shalin
Senior Technical Writer, Zumen
“Document360 takes us one step closer to making our customers fully self-sufficient.”
Location
California, United States.
Industry
Information Technology
Zumen is a source-to-pay platform specifically designed for product manufacturing companies. They are an enterprise SaaS company helping companies streamline and manage their companies’ procurement process online.
Zumen wanted to provide all their help content—videos and user guides—within the applications. Basically, they did not want users to navigate outside the application for help.
After evaluating various tools like Adobe RoboHelp, which Shalin says they found cumbersome to use, they decided to zero in on Document360. The following features made Document360 perfect for their requirement:
Senior Technical Writer at Zumen, Mary Shalin says,
Having an online knowledge base has also given potential customers more confidence in trying out our product because they know that if they are stuck, they can help themselves instead of always waiting for us to help them out
Shalin says that after they introduced Document360, the time taken to train staff and users of Zumen has reduced significantly.
For an enterprise SaaS company like Zumen, Document360’s KB assistant is a perfect fit, because the widget is available on every page of the application. The KB assistant widget provides documentation relevant to the page the customer is viewing, making it seamless experience to get contextual help.
"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."
"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."
"Since adopting Document360, we have been adding 30% more articles to our knowledge base every quarter."