Case Study: About.com achieves a unified Expert community and streamlined support for 1,000 writers with Axero (Communifire)

How to Support a Distributed Community of Almost 1,000 Writers with Axero

Dotdash (formerly About.com) is a major online publisher that supports nearly 1,000 distributed freelance writers. The team struggled with fragmented communication—multiple forums, blogs, newsletters and ticketing systems—making onboarding, knowledge sharing and problem resolution inefficient and causing important information to be lost or duplicated.

They launched a branded Communifire instance called ExpertHQ in under two months to centralize documentation, discussions and ticketing, with channel-based spaces and role permissions. The single hub reduced onboarding questions, sped up troubleshooting by surfacing recurring issues, increased engagement, and made support and knowledge management simpler while allowing a gradual rollout of features.

About.com

Margot Weiss

Vice President of Editorial and Expert Relations