[Case Study] How Agendrix scaled support with a multilingual knowledge base

By Chris Hadley

In this case study, we’ll dig into Agendrix’s experience using our KnowAll knowledge base theme. Adam Tétreault from Agendrix was kind enough to talk with us about how KnowAll helped reduce the workload on their support team while serving up support documentation in two different languages.

Agendrix is easy-to-use employee scheduling software that was launched in 2010. Up until 2016, when Adam joined the company, Agendrix had no formal help center, which meant the brunt of their support requests fell directly on human support staff.

Because many of Agendrix’s clients are non-technical small businesses, Agendrix’s support team found themselves repeatedly explaining basic how-tos for core product functions.

After researching the help center market, Adam and the Agendrix team decided on our KnowAll knowledge base theme because it:

  • Offered the content and analytics features that they wanted.
  • Was more affordable than the competition.
  • Was based on WordPress, the same CMS powering Agendrix’s homepage, which meant it was easy to integrate and customize.

Keep reading to learn how KnowAll helped Agendrix cut down on their human support requests, implement a multilingual help center, and improve their help material via analytics.

Q: Can you tell us a little about Agendrix, its history, and what you do for the company?

André Gauthier, president, had the idea in mind for several years, while he owned a restobar. Having been a schedule manager himself for more than 25 years, he knew there was need to be filled in this regard as no tool was up to the task. This is why he created Agendrix back in 2010.

A minimum viable software was quickly developed and tested with different clients; feedback was very positive. That’s when he realized he had to surround himself with a solid team, which is why Agendrix merged with a software development firm with which he had worked around the end of the project’s initial phase.

On my side, I already knew a part of Agendrix’s team and it was in 2016 that I joined them as a partner to participate in the strong growth of the company. My tasks are varied since I am in charge of the Help Center, training materials and marketing.

When I came in, no help center existed, and our support staff was wasting quite a bit of time having to rewrite the same instructions for different clients. I quickly began doing research to create a quality help center. Throughout my research, I found KnowAll knowledge base theme to be the best solution for us.

Q: What are the most typical questions your customers ask of your support team?

The majority of our clients are small businesses. Most SME managers aren’t very techie or simply don’t have much time to dedicate in learning a new software, so we have to help them understand the software’s main functionalities quickly.

How to create work shifts, how to manage employee availabilities, how to evaluate labor costs, and how to change passwords are the kind of questions our support team commonly deals with.

Q: Can you share some of the ways you tried to address your customers’ needs before you made the switch to KnowAll?

Honestly, we were wasting quite a bit of time before KnowAll. We used a support software that proposed a help center module, but it was rather inflexible. We had saved some automatic responses, which we could sometimes use, but we couldn’t include pictures, making it difficult to remotely explain anything very complex. As they say, a picture is worth a thousand words, so, it’s important for us to be able to use pictures, GIFs, and videos in our help center to make learning as simple as possible for our users.

Q: How does a powerful knowledge base serve your customers better than your old system?

Anything that can be quantified tends to improve, so, we needed a solution that allowed us to generate statistics on what our users often searched for, get positive AND negative feedback to ultimately find out where we had to improve. KnowAll allows us to get all of this information right from the dashboard, which is great for us!

Q: What initially drew you to KnowAll, and what excited you most when you first saw it?

What I liked the most was the fact that KnowAll is a WordPress theme package. This made it easy for my team to customize it to our needs, not to mention that our main website also runs off WordPress, so we didn’t have to familiarize ourselves with a new the tool, which is great.

Moreover, when I was looking for a new solution, the main criteria were quality and flexibility, which KnowAll happens to have, on top of being one of the least expensive solutions on the market. Needless to say, I was really happy about that!

Q: What overall effect did implementing KnowAll have on your workflow, and was it immediate?

Creating content is always a pretty lengthy process, especially since here at Agendrix, our content always has to be bilingual (French and English). I put a lot of time into creating our help center, and as soon as it was ready, we integrated several articles into our application, and even into email campaigns. We saw the positive effects right away, and the support team finally had less pressure on their shoulders.

Q: How does KnowAll make running a customer support website easier and more efficient?

Being part of a support team often means repeating the same things over and over. KnowAll allowed us to respond to some of our most frequently asked questions in a clear and uniformized manner. This helps avoid confusion, and clients get their answers much faster. In most cases, we’re talking 3 to 5 times faster; that’s significant.

In addition, a part of the support has been completely eliminated since many of our clients only refer to the help center now that it exists.

Q: What features of KnowAll have you found most valuable when providing answers to customer queries?

Our help center includes close to 80 articles in two different languages. Without the search bar, we’d never be able to find what we need.

I also like to be able to see statistics in the theme package; this lets us see just where to focus.

Q: In what ways has customer communication changed since you began using KnowAll as a support system?

We use our client communication tool for support as much as we do for sales. Since the establishment of our help center, our clients are now much more autonomous, and lengthy support conversations don’t really happen anymore.

The proportion of conversations has shifted towards our sales team dramatically; our support team has had a lot of weight taken off its back.

Q: How has KnowAll helped Agendrix better serve its customers, and do you track any metrics that you could share with us?

We have tens of thousands of views on our support center only a few months after its implementation. This is great, and represents hours upon hours of time saved for our clients and support team.

Q: Can you share some advice for new users of KnowAll, or for those considering it as an online customer support solution?

It’s really simple and quick to set up.

Considering its pricing, there’s no better option than starting with KnowAll to see if it suits your needs. If, for some reason, it doesn’t, you’re not losing nearly as much as you would with other solutions.

Q: If there’s one piece of advice you could give to those looking to go the extra mile for their customers, what would it be?

Do it for your clients as much as you do it for yourself. The reality for most businesses is that there’s just not enough time. KnowAll does take a bit of time to set up, but once it’s up and running, you’ll quickly be saving time, so; it’s an easy decision to make.


Conclusion

After implementing KnowAll, Agendrix was able to lessen the burden on their support team while increasing the speed with which their customers can get questions answered. That’s a win-win!

Beyond creating the base multilingual structure for Agendrix’s knowledge base, KnowAll also gives the Agendrix team the analytics they need to further enhance and optimize their help content.

Once again, we’d like to thank Adam for sharing his and Agendrix’s experience with KnowAll. And if you want to learn more about how KnowAll can help you offer better support, click to learn more about our knowledge base products.

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