Case Study: Barn2 Media cuts repetitive support requests and boosts self‑service with HeroThemes' Heroic Knowledge Base

How Barn2Media uses Heroic Knowledge Base to support their customers as a small team

Barn2Media is a small WordPress agency-turned-plugin business that saw a surge in customer support requests as its plugin catalog grew. Their previous two-page Documentation & Troubleshooting setup — and trialed hosted solutions like Help Scout and Zendesk — made it hard for customers to find specific answers, generating unnecessary, repetitive support tickets. To fix this, Barn2Media adopted HeroThemes’ Heroic Knowledge Base plugin.

HeroThemes’ Heroic Knowledge Base provided live AJAX search, a table-of-contents widget, an in-built request-support widget and analytics, and made adding articles as easy as creating a WordPress post. As a result, Barn2Media can quickly link customers to specific articles or sections, customers often search the knowledge base before contacting support, and the team reports fewer redundant support requests and faster responses — freeing time for product development and improving overall support efficiency.

Barn2Media

Katie Keith

Co-Founder