Due to Bluebeam’s rapid growth, they were witnessing an inflow of support requests from their growing customer base. The nature of requests was not complex, but the volume was high. They have a customer community with an integrated knowledge base where vast amounts of product information and troubleshooting content resides. Despite that, the customers who visited the community would end up logging a support case, and because of that the support engineers were concerned with the volume of the support cases.Bluebeam wanted to reduce the caseload and improve the customer experience by using their self-service resources to deflect cases before they reached the support team.

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