Procore

Nomination Details

Procore’s Support Center serves as a single source of truth for all web and mobile application users. Our Product Education team has created a seamless and optimized user experience that is responsive, mobile-friendly, and locale-specific. Further, our en-US Support Center (https://support.procore.com) includes over 5,500 pages of help content currently localized across 11 additional sites. New and existing users frequent these sites to find fast and efficient  answers to myriad and unique  product-related questions. Each tool’s landing page features user-friendly chapter navigation with one-click access to a full library of tutorials, FAQs, training videos, workflow diagrams, permission matrices, and release notes.

Additionally, our SEO footprint is reflected in Google’s top search results, featuring content from our sites across a wide variety of distinct searches. For example, Google featured pages from our Support Center in the top 10 search results for nearly 1.6k keywords and 18 Featured Google Snippets in May 2024. Using CXone Expert’s API USer Authentication protocols, we implement SSO-like behavior to seamlessly log users into the Support Center directly from the Procore web application, routing them to our localized sites based on individual in-app language settings.

We have also created several content management utilities using CXone Expert’s API to assist our technical writers in managing attachments and hyperlinks, as well as site map and content reuse reporting.

Finally, our site’s comprehensive Media Library makes it easy for our writers to reuse content and assets across the site, including icons, banners, table styles, and videos.

Procore