Case Study: Zuora achieves faster content delivery and improved customer experience with NICE Systems' CXone Expert

Zuora Delivers Knowledge for a Better Customer Experience

Zuora, a global leader in subscription commerce and billing, faced a fragmented knowledge ecosystem—multiple wikis, PDFs, and gated content—that created inconsistent customer experiences, frustrated employees, and limited product adoption. Documentation was bottlenecked to a small team, content was hard to find (and often hidden from search), and Zuora needed a single, authoritative source to drive adoption, renewals, and better support outcomes.

Zuora implemented NICE CXone Expert as a single source of truth, enabling collaborative authoring, CRM and Zendesk integration, and improved content structure and analytics. The result: faster content publishing and discoverability (content delivered in minutes), a 57% year‑over‑year traffic increase, 4,400 searchable pages and many Google snippets, reduced support calls, and measurable improvements in sales conversions, onboarding, and customer satisfaction.

Zuora

Tien Tzuo

Founder