Case Study: Adobe achieves seamless remote collaboration and reduced support tickets with ProProfs Knowledge Base

Adobe - Customer Case Study

Adobe, a California-based leader in software products including Adobe Document Cloud and Creative Cloud, needed a secure, private help center to host hundreds of product, technical, and support pages for customers of Adobe Primetime (e.g., NBC and large cable/satellite providers). The team required easy collaboration across a geographically dispersed workforce and seamless integration with Zendesk. Adobe selected ProProfs Knowledge Base to meet these requirements.

ProProfs Knowledge Base enabled browser-based, simultaneous editing so contributors across support, product, and other teams could collaborate without complex tooling or training, and offered a faster learning curve than traditional editors. Its Zendesk integration provided secure, login-restricted access and automatically surfaced matching help topics for agents responding to tickets. As a result, Adobe’s Primetime help center became widely adopted across the team and has deflected a significant number of support tickets.

Adobe