Case Study: Sikt reduces customer support load by 50% with ProProfs Knowledge Base

Sikt - Customer Case Study

Sikt, a leading provider of library services for the education sector in Norway, was struggling with a high volume of tier-one customer support tickets and difficulty educating users about its library system. The company needed a better way to publish clear, user-friendly documentation that would help customers self-serve and reduce pressure on the support team. To solve this, Sikt turned to ProProfs Knowledge Base.

With ProProfs Knowledge Base, Sikt created and shared streamlined documentation using an easy-to-use editor, article linking, anchors, and analytics to improve the knowledge base experience and track usage. The result was a 50% reduction in customer support load, fewer basic support tickets, and improved user satisfaction thanks to more accessible self-help resources.

Sikt

Anna Moody

Technical Lead Advisor, Library Services