in support ticket volume within the first two months
in usage of advanced features (such as automation rules and custom integrations) after the corresponding tutorials were published.
ArcVisor is a Lonon based SaaS provider that offers a cloud-based workflow and project management platform for enterprise teams. Its software allows organizations to plan projects, automate routine tasks, and integrate third-party tools, all through a unified web interface. With a growing customer base of businesses relying on its platform for daily operations, ArcVisor’s success hinges on users effectively understanding and adopting its wide range of features.
As ArcVisor rapidly added new functionalities, its Software Documentation fell behind. The company’s existing help center consisted of sparse FAQs and a few PDF manuals that were not regularly updated. New customers often found the onboarding process confusing due to the lack of clear user guides. This led to lengthy training sessions and frequent support calls. The support team reported that a large portion of their tickets – ranging from basic “How do I…?” questions to advanced configuration issues – stemmed from insufficient documentation. Additionally, many users were not fully utilizing ArcVisor’s advanced features, resulting in lower product adoption rates. ArcVisor needed a thorough documentation overhaul to empower users with self-service information and reduce the strain on support resources.
ArcVisor partnered with Perfect Documentation to revamp its user assistance content and create a comprehensive knowledge base.
Perfect Documentation’s team used Readme for content collaboration and for creating interactive documentation.
Our team began by performing a gap analysis on ArcVisor’s existing materials and gathering input from customer support about common pain points. A documentation strategy was developed to address different user personas – from first-time end users to experienced administrators.
The technical writing team from Perfect Documentation then created a structured User Documentation suite, including step-by-step guides, feature tutorials, and troubleshooting articles.
They reorganized content into a logical hierarchy on a new online help center that was fully searchable and easy to navigate. Complex processes (such as setting up integrations or customizing workflows) were broken down into clear procedures with screenshots and call-out tips highlighting best practices.
In addition to user-facing guides, we produced administrator manuals for ArcVisor’s enterprise clients to aid in configuring account settings and integrations. The writing style was kept consistent and user-friendly, adhering to ArcVisor’s brand voice.
Where appropriate, the documentation incorporated FAQs and diagrams to simplify technical concepts. Finally, Perfect Documentation collaborated with ArcVisor’s developers to ensure the new documentation portal was integrated into the application (via an in-app “Help” widget), providing context-sensitive help to users exactly when they need it.
The new documentation delivered by Perfect Documentation dramatically improved ArcVisor’s customer experience. Upon launching the updated knowledge base, users could find answers without delay, and the effects were quickly evident:
30% drop in support ticket volume within the first two months (particularly “how-to” inquiries), as customers now find solutions in the self-service docs.
Faster onboarding for new clients – the time to fully onboard a typical customer was reduced by roughly 20%, as clients can follow the well-structured guides at their own pace with less hand-holding from ArcVisor’s team.
Higher feature adoption rates – internal analytics showed an approximately 25% increase in usage of advanced features (such as automation rules and custom integrations) after the corresponding tutorials were published. More users are discovering and utilizing the platform’s full capabilities.
By improving its software documentation with help from Perfect Documentation, Arcvisor has enabled its users to become more self-sufficient and confident in using the product. This not only reduced support costs, but also contributed to greater customer satisfaction and retention, as clients now derive more value from Arcvisor’s platform.
Perfect Documentation, your one-stop solution for all Technical Documentation needs