About

Founded in 1990 by the Massachusetts Institute of Technology roboticists, iRobot (NASDAQ: IRBT) designs and builds some of the world’s most important robots. Our home robots are revolutionizing the way people clean – inside and out. More than 10 million home robots have been sold worldwide, and over 5,000 of our defense & security robots have been delivered to researchers, military and civil defense forces across the globe. With two decades of leadership in the robot industry, we remain committed to building robots that improve the quality of life and safety standards worldwide.

iRobot

Problem

Supporting a growing staff is no small task. Often employees need help setting up their email or installing software. Ideally, you want the employees to do it themselves by providing them with step-by-step instructions. That is exactly what we were looking for. To allow employees to self-serve and reduce service tickets, we needed a tool that helped us create a centralized knowledge base.

Solution

Companies often turn to their corporate wiki or Sharepoint site for their internal documentation. While these tools may be fine for some documentation, they make for an inadequate knowledge base. ProProfs provided us the ability to go beyond simple text-based pages. It allows authors to create topics, embed video tutorials, attach screenshots, style typography, upload files, add links, and easily organize all the content by category.

We did not have to depend on other departments (training, IT, or tech writing) to set up ProProfs Knowledge Base. Employees were able to sign up quickly, and in no time, they created a branded knowledge base. The software is very easy to use, and the best part is its editor that makes it easy to write and publish content.

Our employees can access the knowledge base from any device, including mobile phones and tablets. Thanks to ProProfs, our knowledge base looks and feels like a native app right in the mobile web browser, with nothing to download or install. Employees can search the knowledge base instantly and get information on specific topics that they want to study. For instance, they can quickly type in key phrases like “email install” and have relevant help articles instantly suggested.

Result

We have built a rich and beautiful knowledge base for our 1,000+ employee base using ProProfs Knowledge Base software. The topics are packed with video tutorials and screenshots, making it easy for readers to follow step-by-step instructions. It helps us guide our employees to learn a solution in a short amount of time. This has reduced the inflow of requests to our internal service desk.

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