Case Study: Sphero improves support and scales education content with HelpDocs

Sphero equips 100+ HQ employees and 20 Sphero Heroes with HelpDocs

Sphero, a consumer robotics company known for products like the BB-8 droid, faced a challenge in managing its support knowledge base. Their previous system was difficult to use and edit, requiring a single support team member to manage all articles, which was inefficient for a company with millions of customers and a growing focus on its education (EDU) division. They implemented HelpDocs as their new knowledge base solution.

The HelpDocs platform provided an easy-to-use system for creating and editing support documentation. This allowed multiple product managers to update articles directly, streamlining the process whenever apps or products changed. The integration with their new ticketing system, Gorgias, was also highlighted as a significant benefit. While no specific metrics were cited, the Sphero team was impressed with the ease of setup and use, making their support operations more efficient and collaborative.

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