Case Study: Sia achieves scalable, cost-effective self-service support with HelpDocs

Centralised Knowledge and Support is Empowering a Decentralised Network

Sia, the decentralized storage platform developed by Nebulous Labs, needed to provide clear user education and scale support without growing headcount after moving to a platform that lacked an integrated knowledge base. To keep costs low and enable tech-savvy users to self-serve, Sia selected HelpDocs as a standalone knowledge-base solution.

HelpDocs, integrated with Front, gave Sia an easy-to-use repository that let a small support team scale rapidly without hiring; the knowledge base recorded over 3,300 article views and prevented more than 2,000 support emails, saving time and money. Steve Funk, Sia’s Head of Support, says HelpDocs provided a high-quality place to store important information and empowered users to find answers themselves.

Sia

Steve Funk

Head of Support