About

Headquartered in London, HighQ has its branches across the globe. It provides an intelligent work and client engagement platform that is designed to solve the operational issues of the legal world. HighQ offers solutions ranging from extranets and file sharing to collaboration and artificial intelligence.

Problem

We needed a self-service knowledge base to serve as the main user guide for our cloud-based product Collaborate. We were using Zendesk for our support tickets and knowledge base. Although Zendesk’s knowledge base was a great starting point, we needed a more robust knowledge base solution.

Solution

When evaluating knowledge base vendors, we looked for two significant benefits: making things easier for us, and improving our users’ experience. After evaluating several vendors, we selected ProProfs because it could manage and update our knowledge base much more easily. It provided a rich interface for our clients to find the information they are looking for.

Result

We now have a central knowledge base for customers that helps them answer their questions. Because the help and knowledge base is intuitive and easy to navigate, our support tickets are reduced, saving us a significant amount of time and resources. Before adopting ProProfs, we had no insight into how customers used our knowledge base. Now we have greater insight into our customers’ behavior, which is a major benefit. Rich reporting shows which pages customers are viewing and for how long, what customers search for, and customers’ web browsers, operating system, country, visiting duration, and much more. Another significant benefit is better insights into our customers accessing the knowledge base, which we were not getting before. Now we have rich reporting as to which pages are being viewed and how long, what customers were searching for, web browsers, country, visiting duration, search terms, and much more.

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