About

23andMe is a leading personal genetics company dedicated to helping individuals understand their own genetic information through DNA analysis technologies and web-based interactive tools. The company’s Personal Genome Service® enables individuals to gain deeper insights into their ancestry and genetic make-up. The vision for 23andMe is to personalize healthcare by making and supporting meaningful discoveries through genetic research. 23andMe was founded in 2006, and the company is advised by a group of renowned experts in the fields of human genetics, bioinformatics, and computer science. Its saliva-based direct-to-consumer personal genome test was named Invention of the Year by Time magazine in 2008.

Problem

Our customer support team needed a dedicated knowledge base that would contain our guidelines, policies, and training materials–all behind a secure login. Our support agents would be able to quickly browse and search for the answers they needed when handling inquiries.

We were at that time using Zendesk for our support ticket management. After evaluating the Zendesk Help Center, we decided that it would not meet our needs. We really needed a solution for procedural documentation where the order of topics is essential, as well as providing the ability to browse the content structure easily. We still wanted to use Zendesk for our support ticket management. That’s why we needed a solution that would integrate with Zendesk and allow our support agents to access knowledge base from within Zendesk.

Solution

ProProfs helped us implement a knowledge base quickly. Content can be instantly updated and published, and it is easy to use. With traditional help authoring tools, collaboration can be challenging. Now our team can easily collaborate and simultaneously work on our private knowledge base. The authoring tools inside of ProProfs are also very intuitive and user-friendly. This means everyone in the team can contribute content.

We wanted our knowledge base to be private and only visible to authorized internal people. We set up ProProfs, so only logged-in Zendesk agents can access and view the knowledge base. If a person went directly to our site without first logging into Zendesk, they would not be able to access the documentation. Zendesk handles the authentication.

ProProfs integration with Zendesk was of immense help to us. When responding to customer tickets, our support agents are now automatically shown matching help topics that they can reference in their replies. Agents can also convert Zendesk support tickets into new help topics with one simple click.

Result

ProProfs enabled us to build a rich resource of an online private knowledge base. Our customer support documentation, standard operating procedures, and other relevant information are contained in our ProProfs site. We could also create links for the most used and most useful pages.

Its seamless integration with Zendesk made ProProfs the right choice for us. We could continue using Zendesk to manage tickets and use ProProfs for our knowledge base. ProProfs equipped our support team with all the information they need within Zendesk. The whole support team could access the private knowledge base content anytime, anywhere within Zendesk. Our support agents were able to search for answers quickly and apply them to a ticket without ever having to open another browser window. This empowered our support team to respond to customer requests efficiently.

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