Case Study: Cloudbeds achieves 95% customer satisfaction with ScreenSteps digital guides

Cloudbeds Creates 1,500 To 2,000 Articles With Seamless Screenshot Integration

Cloudbeds, a global hospitality management software company, faced significant challenges with inefficient documentation. Using tools like Google Docs and Word, their team struggled to create and update guides, which led to internal confusion and difficulties for customers trying to find clear instructions, ultimately straining their support system.

To resolve this, they implemented the ScreenSteps knowledge ops platform, which provided rapid authoring tools for creating visually rich digital guides. This solution enabled Cloudbeds to dramatically improve their documentation process, resulting in a consistent customer satisfaction score above 95%, a reduction in support calls, and a knowledge base of over 2,000 articles.

Cloudbeds

Colin Slade

VP of Customer Success & Services