Case Study: ShipStation achieves content reuse and multi-brand help center publishing with Paligo

ShipStation Adds Content Reuse to Zendesk Publishing

ShipStation, a leading e-commerce shipping software provider, faced challenges managing over 600 unwieldy technical documentation articles in Zendesk. Their content lacked a management strategy, making updates difficult and creating a major obstacle for their approaching translation needs. They sought a structured authoring solution to gain control and enable content reuse, leading them to the vendor Paligo.

The solution implemented by Paligo provided a component content management system (CCMS) that enabled structured, topic-based authoring. This allowed ShipStation to rewrite and manage content in a single source for reuse across multiple outputs. The key result was the ability to efficiently publish to several branded Zendesk help centers in different countries simultaneously. The Paligo solution also provided advanced features like a built-in glossary and batch publishing, which received ecstatic feedback from both their support team and international partners.

ShipStation

Sarah Holdgrafer

Manager of Self-Service and Content