Knowledge Plaza, Zendesk and ScreenSteps Live
How do ScreenSteps Live and Zendesk together help you improve your business?
Zendesk, allowed us to centralize and ensure a better tracking of customer requests, whether it was for support, product suggestions or bug reports. The forums also helped us to forge a closer relationship with our customers.
Integrating ScreenSteps Live within Zendesk was a great opportunity for us to provide an effective way for our users to learn everything about Knowledge Plaza, from the basics to some advanced tips. The aim was also to reduce the number of functionality-related questions. And it works!
Why do you use ScreenSteps Live with Zendesk instead of just using the Zendesk knowledge base?
What we really appreciate in ScreenSteps is:
- its ease of use
- its structure in chapters, lessons and steps
- the collaborative writing aspects and publishing options
- the ability to easily annotate screenshots
- the fact that we can export the content in multiple formats, for multiple purposes.
And the ability for users to browse lessons through tags was a must too.
How do your customers respond to your ScreenSteps Live site?
We now receive very few functionality-related questions, while the number of visitors to our online guide grows constantly. It probably means that we have succeeded!
How easy was it to integrate ScreenSteps Live with Zendesk?
We absolutely wanted to prevent Knowledge Plaza users from having to visit multiple support environments. Thanks to the custom templates and with the helpful guidance of the Sreensteps team (always available and willing to help) we have successfully integrated ScreenSteps Live, so that the user does not realize they are navigating from one service to another.
Knowledge Plaza is a state-of-the-art knowledge sharing collaboration platform which provides an elegant balance between social bookmarking, document management, wikis and an internal social network. Shared items can be tagged, commented, rated, bookmarked and compiled via micro-wiki reports, called Mosaics, that can be exported in a zip file.
Learn more about Knowledge Plaza at www.knowledgeplaza.net.
