Case Study: Vodia achieves improved self-service and trusted customer relationships with Document360

Vodia - Customer Case Study

Vodia, a Massachusetts-based VoIP software company, faced limitations with an in-house Drupal knowledge base that was built for general content management rather than technical support: formatting and media uploads were cumbersome, the search returned poor results, and the system made it hard to deliver clear, searchable product documentation. To address these challenges Vodia adopted the Document360 knowledge base platform.

Document360 delivered workflow automation, a rich editor, an intuitive UI, robust API, powerful search, feedback collection and analytics that let Vodia publish peer-reviewed how‑to guides, manuals and troubleshooting articles and respond to integrator feedback weekly. Using Document360, Vodia empowered customers to self-serve and troubleshoot without raising support tickets and strengthened customer relationships — outcomes that align with industry findings (for example, 54% of companies offering self-service see increased website traffic).

Vodia

Jared Blake

Vice President Partner Management