CONTENTFUL SOLUTION BRIEF | KNOWLEDGE BASE

CONTENTFUL SOLUTION BRIEF

Knowledge Base
Content infrastructure that is unified, structured and extensible is aprerequisite for omnichannel, self-service customer experiences

FA S T FA C T S

Tired of redundant tools? Swamped with
unnecessary technical debt and complexity?
Knowledge bases powered by Contentful put
content at the core of your stack, providing aneasily searchable single source of truth for all
customer queries, regardless of language orchannel.

Lack in-house expertise?
Contentful’s global customer success team spans
three continents and advises the world’s leading
brands on content architecture and modeling bestpractices. Our team collaborates on roadmaps andhelps businesses start small, prove value and scale
across businesses, channels and geographies.

Unable to manage the full spectrum of yourcustomers’ needs?
Self-service experiences that support every stageof the customer journey are within reach. With
content infrastructure, consistent and up-todate omnichannel experiences will be your newcompetitive edge.

Prefer to work with an agency?
Our global network of top agency partners isdedicated to making our shared customers
successful, creating value, and empowering teams
through implementation and additional staffing.

Difficulty attracting top engineering talent?
Our knowledge base solution empowers
developers to stick with their favorite language
or framework. We provide the SDKs, tutorials,demos, sample apps and integrations that will
have even the most sought after candidates
knocking on your door.

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CONTENTFUL SOLUTION BRIEF | KNOWLEDGE BASE

Benefits
UnifiedTelus prioritized self-service content for their customer journey and continuously improve their dialogue flows based on automated and customer feedback. Then, they create improved content basedon what others have found engaging. Customers who provide negative feedback on a dialogue step
are automatically transferred to an agent, which preserves the customer experience.

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9.2% decrease in visitors entering the website at the Contact Us page
10% increase in article traffic from within the website
10.2% decrease in support visitors going to the Contact Us page
17.5% increase in article traffic from organic search
100% increase in visits from the Contact Us page to the Telus support
experience
9% reduction in overall support costs

Read their full story

Connected••••Integrate content with, and from, preferred platforms and services
Plays well with other systems, including existing CMSes
Leverage an ecosystem of purpose-built services in your software stack
Drive more ROI from the platforms in which you’ve already invested: commerce, experimentation,personalization—even run in parallel with other CMSes“One of the main reasons we chose Contentful was that it gave us the ability tocustomize our end-user experience by developing UI extensions. This has allowed us to begin building experimentation into our content creation workflow.”— Brad Taylor, Senior Front End Engineer, Optimizely

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CONTENTFUL SOLUTION BRIEF | KNOWLEDGE BASE

Flexible•••

Reduce complexity
Model content based on your business needs, not technical limitations
Use your preferred programming languages and frameworks
TUI easily integrated its content into new microservices architecture with a single
interface for their editors to configure the overarching content structure, andto centralize the editorial data storage. TUI Nordic saw an impressive gain indeveloper and content editor team productivity.
“Contentful is a great fit with our speed-oriented architecture.”— Lukas Edenfelt, Development Lead, TUI Nordic

Read their full story

Low-risk••••Start small, use what you need to prove the value, then scale with confidence on an enterprise-grade platform
No need to rip and replace existing systems
Partner with the experienced market leader
Future-proof your digital products for the next redesign or re-platform that won’t fail as you scaleSportswear giant Nike partnered with design agency Demodern to develop aninteractive digital wall for their flagship stores. Contentful’s user-friendly UI andintegration via API into Adobe AIR enabled the production of a working prototype
in only three days.
“Such short turnaround time would be unimaginable if we would have decided tocreate our own backend.”—Florian Mueller, Project Manager at Demodern

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CONTENTFUL SOLUTION BRIEF | KNOWLEDGE BASE

CUSTOMERS ARE THE MOST VALUABLEASSETOMNICHANNEL, SELF-SERVICE ARE THE
NEW BENCHMARKS

Digital channels aren’t just for acquiring
customers; they are an essential part of anycompany that wants to retain their most valuableasset: their existing customers. Digital experiences
shouldn’t just sell; they should serve.

The research shows that consumers want selfservice. A positive self-service experience leads
to more satisfied and engaged customers. But
because self-service spans a variety of touchpoints,
it’s challenging to design a singular self-service
experience that functions well across all channels.

A FRAGMENTED ECOSYSTEM
Savvy technical champions are often stymied byinternal bureaucracy, redundant tools and systems
across teams, and information silos. Legacy
systems, multiple codebases and integration issues
remain. Budgets are spent keeping the lights onrather than innovating, while over-complexity
and old infrastructure keep organizations frommaturing.
To complicate matter more, as companies growand build new offerings, it becomes more difficult
to keep customer support and knowledge bases
up to date. Teams’ activities change faster thanIT can support, and a constant evolution of userneeds results in ever-shifting targets.

Unsurprisingly, customers also want easily
searchable answers in the way (read: device andchannel of choice) that is easiest for them. But,
except for some early adopters, most businesses
today haven’t prioritized the second half of thebuying journey.

HEADLESS ALONE ISN’T ENOUGH
It’s not enough to just go headless by separating
the front end from the backend. Modern content
management powers knowledge bases that areunified, structured and extensible. Contentful
breaks down silos and supports both business andtechnical teams with agile workflows, seamless user
management and schemas that can be evolved
programmatically.
Talk to a Contentful expert to learn more about
how Contentful-powered agile ecommerce cansolve the problems created by traditional CMSes.

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CONTENTFUL SOLUTION BRIEF | KNOWLEDGE BASE

Your trusted partner

Governance•••SSO manages access toyour critical systems
Teams, roles andpermissions give users
granular access toprojects relevant to themUser Management API
scales provisioning anddeprovisioning for admins

SecurityCompliance
Compliance with industry
standards, regulations, andcertifications• PCI DSS for credit card
security compliance• GDPR compliance withthe European Union’s
General Data ProtectionRegulation• ISO 27001•••

How we protect your data
Privacy policies andprocesses
Status of service
availability andperformance: ourSLAs guarantee yourdigital products canmeet massive audience
demands

LEARN MORE
Make information overload and outdated content a thing of the past
Why knowledge base content is critical to winning the customer experience battle© 2019 Contentful |contentful.com|Page 5