Your customers demand instant answers, not clicking in circles
Today’s customers expect immediate answers and prefer self-service over waiting on the phone or in a chat queue for support agents. Providing easily accessible, accurate information isn’t just nice, it’s essential.
Paligo CCMS empowers you to meet this demand. Our CCMS uses single-source authoring and content reuse to ensure your support documentation is always consistent, accurate, and helpful. When you separate content from its layout, you can spend more time creating quality content that supports your customers’ needs, regardless of what channel they use.
- User guides
- Troubleshooting guides
- Contact center docs
- FAQs
- Knowledgebase articles
- Case deflection content
- Help center docs
- Product support docs
- Customer support documentation
Finding the right answer shouldn’t be atreasure hunt
If customers can’t find the information they need fast, they’ll give up or create a support ticket. Disorganized or inconsistent content structure makes self-service ineffective.
Paligo CCMS solves this with intelligent structure and findability. Leverage structured authoring to organize content logically, and apply powerful taxonomy and metadata features to make your support documentation highly searchable, ensuring customers get the exact answer they need, fast.
AI will resolve
80%
By 2029 agentic AI will autonomously resolve 80% of common customer service issues without human intervention – Gartner
Prefer self-service
61%
61% of customers would prefer to use self-service to resolve simple issues – Salesforce
Deliver consistent supportcontent everywhere customers look
Customers access support information using multiple channels: customer portals, knowledge bases, in-app help, websites, PDFs, and more. Maintaining accuracy and consistency across this fragmented landscape is a major problem.
Paligo CCMS simplifies multichannel publishing with single-sourcing authoring. Create content once and publish it effortlessly to all your support channels. Ensure accuracy everywhere with topic-based authoring, content reuse, and robust version control. Seamlessly integrate with platforms like Salesforce, Zendesk, Freshdesk and ServiceNow, as well as popular content delivery platforms. Get the right information to your customers, on their preferred channel, exactly when they need it.
Deliver the best supportcontent with Paligo CCMS
Paligo CCMS provides the essential capabilities content creators and support teams need to efficiently deliver accurate, findable, and consistent self-service content.
Single-source Authoring
Create a central repository for all support content, improving content consistency and enabling improved collaboration among authors and other team members.
Content Reuse
Reuse text, images, and other content across publications and channels, improving content consistency and reducing production time.
Easy to Use Content Creation
Equip writers with easy-to-use authoring interfaces. Structured authoring means your writers focus on the content, not formatting, enabling content reuse across publications.
Optimizing Content for Search
Organize content logically and make it highly searchable using topic-based publications, built-in taxonomies and metadata.
Collaborative Workflows
Collaborate with team members, subject matters experts, and others using review and approval workflows.
Version Control and Branching
Track the history of content using versioning, work on multiple versions, and branch content to speed production workflows.
Multichannel Publishing
Publish support content for multiple channels and formats, including PDF, HTML, and XML. Integrate with third-party support applications.
Translation Management
Easily track and manage translations alongside your source content. Integrate with third-party translation management systems.
How Paligo BuildsCustomer Support Documentation
We understand the need to create complete and accurate documentation. We use Paligo CCMS to support our customer support documentation, too. Our technical writer creates and manages all Paligo CCMS Product documentation content, easily publishing to our Zendesk help portal and our Paligo CCMS Documentation Site.
But you don’t have to take our word for it. Take our customers:
Help Centers built with Paligo and hosted by our customers
“If we hadn’t had the content reuse that we have in Paligo, we would have been in big trouble because there were a couple of products that evolved out of existing products. Being able to reuse the same content and then tweak it if necessary has been really valuable.”
Help Centers built with Paligo and published through Zendesk
Thanks to Paligo, we’re currently managing around 1,600 topics vs. managing around 15,000 individual Markdown files had we continued with the Docs-as-Code approach. By switching to Paligo, we’ve effectively reduced the number of managed topics by about 90%.
Increase ticketdeflection
When your customers can quickly find answers themselves, the volume of support tickets decreases, allowing your support team to focus on resolving the most challenging issues.
Paligo CCMS enables powerful self-service by letting you create reliable, consistent content once and reuse it everywhere. Single-sourced content, structured authoring and content reuse, enable writers to quickly create content that can be reused across support channels and content formats.
Optimize yourcontent for AI
Customers are using generative AI tools, including chat, to find information. The Paligo CCMS ensures your Customer Support documentation is optimized for AI with structured content, metadata, and taxonomy, enabling AI to ingest, understand, and generate accurate responses more efficiently. Future-proof your documentation and ensure AI generates responses that improve customer self-service and streamline support.
Drive highercustomer satisfaction
Frustrating support experiences damage customer relationships. The Paligo CCMS helps you build trust by ensuring your self-service content is always accurate, up-to-date, and easy to navigate. Empower customers to solve problems instantly, reducing friction and boosting satisfaction.
Improve supportteam productivity
Providing high-quality self-service content to your customers means your support staff can focus on complex cases instead of routine inquiries. Paligo CCMS streamlines content creation and updates for your writers. Features like content reuse, collaborative workflows, and version control mean less time creating and managing content and faster feedback from development teams, ensuring all documentation is relevant and helpful.
Deliver consistent,scalable customer support
Managing support documentation centrally in Paligo creates a single source of truth for a consistent experience across all channels. Paligo’s topic-based authoring and reuse capabilities mean your support content scales effortlessly.
