About

ON24 is leading the transformation of virtual communications with cloud-based webcasting and virtual environments that drive outstanding results for companies of every size and in every category. Its industry-leading platform helps organizations to communicate with employees, clients, prospects, and partners with greater impact that’s measurable.

Problem

Our rapid market acceptance for its products and focus on customer satisfaction made it important to have a central place for technical, FAQs, support, and user guides. We implemented ProProfs to power our help center for our entire product suite. ProProfs’ cloud-based architecture made it fast to implement.

Solution

ProProfs enabled us to embed contextual help directly within our application. That way, the users never had to leave the app to get answers or read the documentation. ProProfs easily managed all the help content. Within our help center powered by ProProfs, users could click on any page in the table of contents structure, or use the search function to locate and select a topic. The filter at the top of the table of contents dynamically filters titles of all pages on the left.

Within the help content, hyperlinks take users to either a section within the topic they are viewing or to a new topic. Each topic’s page opens in a separate tab, allowing users to navigate between topics to find the information they need easily.

With ProProfs, we were able to create and manage multiple documentation websites under a single login. Each site now has its own branding, URL, and content. This enabled us to create a separate help center for each one of our products.

Result

Our cloud-based help center has been growing rapidly, with more content being added. Customers can take advantage of its logical design to self-serve and find answers quickly. The contextual help buttons keep customers in the application without having to move from the application to a different site to find answers.

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