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CXOne Expert Awards Site

Expert Award Winner: Procore

Expert Award Winner: Procore

Nomination Details

Procore Support Center websites serve as a single source of truth for all web and mobile application users. Whether they’re viewing our KB sites from their desktop or a mobile device, we’ve created a seamless and optimized user experience that’s responsive, mobile-friendly, and locale-specific. Our en-US Support Center (https://support.procore.com) features over 6,500 pages of help content. New and existing users frequently visit our Support Center sites to find quick answers to their product-related questions. Each product’s landing page features user-friendly tabbed navigation with one-click access to a full library of tutorials, FAQs, training videos, interactive workflow diagrams, permission matrices, release notes, and more. Google continues to feature content from our sites as top search results. In July 2021, Google featured pages from our Support Center in the top 10 search results for over 1.7k keywords and over 50 Featured Google Snippets. Try Googling “upload drawings” to see what Google ranks as the top organic search results. We have also implemented SSO-like behavior using Mindtouch’s API User Authentication protocols to seamlessly log users into the Support Center, which makes it easier for us to track their usage so we can optimize their page viewing and search experiences, as well as streamline their web-to-case Support Ticket interactions. We have also implemented a contextual help system that enables Procore end-users to have one-click access to support (KB) articles in a pop-up modal that’s an embedded experience within the Procore web application (https://app.procore.com). To help streamline the content management challenges for our technical writers, we’ve also created several content management utilities using Mindtouch’s API to help us manage attachments, hyperlinks, and tabbed navigation. Our site’s rich Media Library gives editors easy access to reuse content across our site, including icons, banners, table styles, and videos.

Team

Dean Onishi

Amanda Bridgers

Amelia Coyle

Calvin Blais

Colleen Lai

Constanze Kratel 

Courtney Carder

Cousteau Christopher 

Emily Williams 

Jim Johnson 

Jordan Waugh

Kalie Kreischer

Kat Cassidy 

Leon Malisov 

Maggie Haun 

Mark Curtis 

Natalie Bergman 

Rowan Di Mase 

Sarah Allen 

Susan Nelson 

Tie Wu  

Todd Anderson 

Vanessa Ray 

Article type: Portfolio

     

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