Atlassian / k15t success story
Creation of an expressive support portal with Confluence and Scroll Viewport
Hard facts of the project
Solution and Methology
Creation of a support portal based on Confluence and Scroll Viewport, evaluation of apps, user authorization management and editor concept, corporate branding for estos, introduction and workshops for editorial use.
About our partners
estos GmbH is an independent software manufacturer founded in Starnberg, Germany, with a focus on the development of fast and uncomplicated communication software for use in companies.
Since the beginning in 1997, estos has succeeded in continuously presenting products in an extremely dynamic market, which are now used daily by more than one million users in various companies.
As a provider of software products, estos is confronted with a high volume of support requests. In order to to keep the organisational effort within limitsthe customers, but at the same time to be able to provide excellent support.estos has decided to develop a Support Portal for the users of their software.
Through the support portal, users have the opportunity to find the information they need independently, regardless of their location or the presence of other people. In contrast to support hotlines or ticket systems, the support portal can also be used independently of time. The content of the portal is always available, whereas with other support options the employees can only respond to support requests during working hours. The conception of the portal as well as the configuration of the layout was implemented by estos and XALT using the theme editor and the standard functions of the Help Center theme.
In addition custom configurations in consultation with estos by our team. This includes, among other things, a specific start page for the users, an announcement banner for the most important news, which can be seen in the first image, as well as a categorization of the content via labels and categories, such as installation, commissioning, or similar. The latter function serves as support for the editorial maintenance of the content.
Furthermore, the search function has been improved with products and filtering options, leading to even more precise results, and an individual page header and footer have been created for each.
Additional functions and benefits
The implementation with scroll viewport facilitates and improves the navigation between the individual documentation articles. This offers users an easier and faster way to find content in the portal. This in turn increases the satisfaction of customers and users of the software.
The advantages for estos through the support portal are considerable. The company's own employees are relieved and have more time to focus on serious problems. Furthermore, there is a noticeable reduction in effort and costs in communication with customers.
The Support Center also offers estos the following other advantages:
The estos Support Portal is publicly accessible and can be found at the following link: support.estos.com - Take a look around and see what your own Help Center could look like!
Through the use of Confluence there are also extensive possibilities to further expand the portal. Individual functions can be integrated, new layout options can be created or additional tools and software can be connected to the Support Portal. As an additional service, our team offered a further elaboration of the layout of the support portal as well as the estos website.
Especially for customer portals, an appealing design is important to give customers the feeling of being professionally supported.
The new design, as shown in the picture, can be implemented based on the previous solution with Confluence and Scroll Viewport and gives the support portal a modern look. XALT supports estos in the creation and implementation of this new design.
For the website estos.de two design proposals with light and dark mode were also presented.
Would you like to learn more about the Support Portal Success Story with Confluence? Don't hesitate to contact us.
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