Replatforming a Customer Knowledge Base from ProProfs to Document360

nVoq | Knowledge Management • Information Architecture • Documentation Strategy

As nVoq moved product documentation into an online environment, I was responsible for identifying and implementing the technology that would support it. I initially researched available solutions and selected ProProfs Knowledge Base, which became the home for nVoq’s online product documentation for several years.

Eventually, changing platform capabilities, pricing, and support concerns created the need for a new solution. I evaluated alternatives and selected Document360 as the replacement platform.

My Role

My responsibility went well beyond choosing software. I built the knowledge environment itself—including its architecture, structure, templates, workflows, and customer-facing content.

• Product-based information architecture

• Navigation and category structure

• Standardized article formats

• User documentation

• Administrator documentation

• Knowledge-base and troubleshooting articles

• FAQs

• Release documentation

• Videos and training resources

• Publishing and review workflows

Governance and Maintenance

The knowledge base was an active product resource rather than a static repository. For every product release, I reviewed and updated relevant documentation, videos, and training. I also monitored Support Center analytics and customer searches, updating keywords and terminology when users were having difficulty finding information.

Support sometimes provided rough technical notes or draft articles based on customer issues. I transformed those into clear, consistent customer-facing content and integrated them into the larger Support Center structure.

I designed and maintained the content structure so users could move between product help, admin guidance, training, troubleshooting, and release information.

Support and Customer Success needs fed directly into the content backlog, turning recurring questions into reusable self-service resources. This troubleshooting article (right) is one example of that process.

What This Project Demonstrates

• Knowledge-management platform evaluation

• Document360 implementation and administration

• Information architecture

• Content governance

• Search and findability strategy

• Technical writing

• Cross-functional content development

• Long-term knowledge-base ownership