Case Study: When I Work scales customer support and boosts self-service with HeroThemes' KnowAll

How When I Work Supports a Growing Customer Base With Limited Resources

When I Work, a scheduling SaaS used by over 50,000 workplaces, needed to scale support for hourly employees across web, iOS and Android and multiple user roles while operating with limited resources. To improve content findability and reduce support friction, When I Work chose HeroThemes’ KnowAll WordPress knowledge base theme to replace their inflexible previous Help Center.

Using HeroThemes’ KnowAll, When I Work added custom taxonomies, a responsive design and embedded in-app documentation so a single technical writer can manage content for 12 user/platform combinations; about 40% of Help Center traffic is mobile. The result: faster documentation launches, improved self-service, reduced customer friction and a scalable support workflow for a growing customer base.

When I Work

David Braasch

Senior Technical Writer