About

Headquartered in California, U.S.A, Adobe is a global computer software company that provides a wide array of solutions such as Adobe Document Cloud, Creative Cloud, and Experience Cloud. We believe that creativity empowers transformation across industries, and this mindset forms the foundation for all our game-changing innovations. We strive to deliver exceptional digital experiences by bringing content and data together.

Adobe

Problem

We began looking for a knowledge base solution to support our customers of Adobe Primetime— content creators like NBC and large cable/satellite providers. We wanted the help center to host hundreds of pages of the product and include technical and support documentation. We also wanted the documentation to be privately accessible only through a secure login. Besides, we were also looking for a solution that worked well with our Zendesk account, just so tickets could be managed easily.

Another major issue we encountered was team collaboration, as each user worked on a different computer, and then someone used to bring all content together and publish it. Collaboration was a daunting challenge for our geographically dispersed teams. We wanted a solution that could help us with collaboration as well.

Solution

ProProfs Knowledge Base enabled our team to work collaboratively from anywhere in the world. We were surprised to witness the steep learning curve offered by ProProfs. It’s far better than editors like RoboHelp or FrameMaker. Our customer support staff, as well as product managers, could easily contribute to the documentation without any specialized training. We also liked how seamlessly ProProfs integrates with Zendesk. Our customers could easily access the documentation from within Zendesk and find answers to all their questions.

The privacy settings of ProProfs KB ensured that only logged-in Zendesk users could access the content. When resolving customer tickets, our support agents were automatically shown relevant help topics that they could use as a reference while responding to customers.

Result

ProProfs now powers our help center and enables our entire team to work in collaboration. The overall ease of use, intuitive interface, and integration with Zendesk has made the Adobe Primetime TV support knowledge base a big hit. A significant number of support tickets have been deflected till now. We are extremely happy with the results.

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