In our work with government and enterprise IT, we’ve seen how user support can go terribly wrong. Enterprise software is often so complicated and unintuitive that it requires a hefty binder bearing the words “User Manual.”
After experimenting with a few options, from in-app tooltips to comprehensive phone support, we decided that an online knowledge base would be our best way forward. None of the existing out-of-the-box solutions fit our needs exactly, so we built our own from scratch. Here’s how we did it.