Instructure Inc. created the Canvas cloud-based learning management system. The ease of its platform fueled significant growth, which was a challenge for customer support. The documentation team eventually decided to nix the wiki and find an easier solution to keep pace with the changing software.
ScreenSteps was brought in to create visual, explanatory documentation that supplemented live training for customers. The end goal was to create documentation that users actually wanted to read and that Instructure employees could easily edit for updates.
In addition to finding documentation easier to create and maintain, the Canvas staff was thrilled to see its customers seek answers and share articles within the knowledge base. The business has also seen a significant decrease in the volume of support tickets and the time required for resolution.
but our customers are using self-service more and more as they realize how helpful the documentation is, and can find what they need...We really love using ScreenSteps - it just makes documentation so much easier.