Case Study: ResearchBods achieves a consolidated knowledge base, faster onboarding, and in-app contextual help with Document360

ResearchBods - Customer Case Study

ResearchBods, a Leeds-based market research firm that delivers real-time consumer insights, needed to consolidate product information for customer self‑service and build an internal knowledge base for staff to host SOPs, troubleshooting guides and in‑app help. To meet these needs they selected Document360, using its internal knowledge base platform and knowledge base assistant to provide contextual, in‑app product assistance to clients.

Document360 built a branded, private knowledge site with reader groups, a Home page builder and an agile documentation workflow so ResearchBods could author, review and update articles tied to support tickets. The result: cross‑training of other teams to support customer queries, allowing the two service‑desk staff to focus on product management and higher‑priority work, faster onboarding, more consistent support and an accelerated business transformation with reduced reliance on additional headcount — all enabled by Document360.

ResearchBods

Mark Cattlin

Product Manager