Headquartered in London, HighQ provides team collaboration and productivity solutions for your business. Our intelligently-designed solution helps legal professionals collaborate, share insights, and engage deeply with clients to deliver top-notch legal services. Our solutions range from document management and collaboration to content marketing and secure file sharing.
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.
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 Knowledge Base because it could manage and update our knowledge base much more easily. It provided a rich interface for our clients, enabling them to find information quickly.
We now have a central knowledge base that helps customers answer all their questions. As the 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 Knowledge Base, we had no insight into how customers used our knowledge base. Now we have a deep understanding of our customers’ behavior. The tool’s rich reporting shows which pages customers are viewing and for how long, what customers search for, and their web browsers, operating system, country, visiting duration, and much more.