About

Headquartered in Ohio, United States, Hoopla is the digital wing of Midwest Tape, one of the market leaders in entertainment media products such as CDs, DVDs, audiobooks, and more. We provide public libraries of compelling digital content that includes movies, TV shows, ebooks, music, and much more. Our unique business model allows customers to borrow digital content across mobile phones, tablets, laptops, or Television. We aim to constantly evolve our digital public library, eliminate availability constraints, and provide our customers with exceptional digital experiences.

Hoopla

Problem

Our growth has been nothing short of meteoric, and we needed an online site for our installation guide and product documentation. The solution had to be fast to implement and scale with our expanding customer base. We had built our help desk operation on Zendesk and wanted our knowledge base to integrate directly with Zendesk.

Solution

Since ProProfs Knowledge Base is cloud-based, we could implement and configure our help site very easily. The short learning curve allowed writers to be more productive. Our tech writers could collaborate on the documentation in real-time from anywhere, anytime. The best part is that our customers can access the product documentation with a single click from within Zendesk. They are able to find the appropriate help articles either by searching or through the table of contents. ProProfs Knowledge Base and Zendesk integration also boosted the efficiency of our support team. Support agents could easily access the ProProfs documentation directly from within Zendesk.

Result

ProProfs Knowledge Base’s intuitive interface, easy-to-use editor, and integration with Zendesk made our new support site a big winner. A significant number of support tickets were reduced, and the help site was there to guide customers on how to install and use Hoopla.

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