Zuora is a global leader in subscription commerce and billing, with enterprise leaders and high-growth companies alike using Zuora’s multi-tenant cloud platform to launch, scale, and monetize their subscription services. Zuora’s applications help subscription businesses with pricing, quoting, orders, billing, payments, and renewals. Built from the ground up by SaaS industry veterans from Salesforce.com, PayPal, and WebEx, Zuora services innovative customers like Informatica, Tata Communications, Box.net, Ning, GigaOm, Xplornet, Ustream, and Reed Business Information.
Zuora’s product is a robust and powerful tool that enables business to manage all aspects of billing and subscription services. In order to assist and guide customers in deploying and managing their solution, Zuora created extensive product documentation. The challenge Zuora faced was making their documentation easy to search, navigate and use for their customers.
Initially, Zuora published their documentation in 2 online Wikis, with very limited authoring tools, which only permitted them to post text. They lacked the ability to post images, videos, nor screenshots to help illustrate their documentation. Likewise, the wikis lacked an adaptive search tool nor the ability to be indexed by search engines like Google, Bing and Yahoo. Collaboration was impossible and editing and modifying documentation created a bottleneck, preventing essential updated documentation from getting to the customer quickly.
Simply put, in order to maintain the pace of innovation and growth that made Zuora an industry leader, they recognized the need to invest in better tools to author and publish their documentation that could also improve their customer’s product and support experience.
To meet these needs, Zuora chose MindTouch—a unique technology used by millions every day for accessible documentation and product help. The very same day that they deployed MindTouch, Zuora was able to begin collaboratively authoring, importing, and publishing documentation to their new and improved help site. Because MindTouch seamlessly integrates with Zendesk, Zuora’s support professionals immediately began using the new documentation to answer customer questions and resolve issues faster. Furthermore, MindTouch enhances the Zendesk support ticketing system by adding a social layer to product documentation and knowledge assets.
To read more about the amazing results Zuora experiences using MindTouch, click here to read the complete Zuora customer story.