Case Study: 23andMe achieves faster, more efficient customer support with ProProfs Knowledge Base

23andMe - Customer Case Study

23andMe, a leading personal genetics company, needed a secure, private knowledge base to house guidelines, policies, and training materials in an ordered, easily browsable format while continuing to use Zendesk for ticketing. After finding Zendesk Help Center insufficient for procedural documentation and browsing needs, 23andMe chose ProProfs Knowledge Base for its intuitive authoring tools and seamless integration with Zendesk.

ProProfs Knowledge Base was implemented quickly, enabling collaborative content creation, instant updates, and Zendesk-based authentication so only logged-in agents can view the private KB. With matching help topics surfaced inside Zendesk and one-click conversion of tickets into new topics, 23andMe consolidated SOPs and documentation into an internal resource that reduced context switching, sped access to answers, and empowered the support team to respond to customer requests more efficiently.

23andMe