Cloudbeds Maintains 95% Customer Satisfaction Scores With Easy-to-Follow Digital Guides

The Company

Cloudbeds

Cloudbeds is the world’s fastest-growing hospitality management software, offering fully integrated tools that help properties of all types and sizes build revenue, drive bookings, and increase operational efficiency. Based in San Diego, Dublin, and São Paulo, Cloudbeds has a globally distributed workforce that speaks over 17 languages.

The Challenge

Slow content creation and disorganized documentation

Colin Slade, VP of Customer Success & Services at Cloudbeds, faced significant challenges when it came to creating and managing documentation for both internal and external use. The company supported tens of thousands of customers across 148 countries, which meant there was a lot of variability in how the product was used. Colin and his team needed to document this wide range of use cases, but they were struggling with the tools available to them.

Using Google Docs and Word Docs to create documentation was slow and cumbersome, especially when it came to integrating screenshots. The team found it frustrating to keep documentation updated and organized, which impacted their ability to deliver timely and accurate content to customers.

Customers struggled to find clear, step-by-step instructions, which led to increased support calls and a strained support team.

The Solution

Findable, followable, and scannable digital guides

To resolve these issues, Cloudbeds implemented ScreenSteps, a platform that transformed how they created, organized, and updated documentation. The built-in screen capture and image annotation tools allowed Colin’s team to rapidly create visually rich guides that were essential for both internal training and customer support.

What previously took hours—integrating screenshots, formatting documents, and creating cohesive content—was now a streamlined process. With ScreenSteps, the team could generate content quickly and consistently, making it easier to keep up with the demands of both new feature releases and ongoing customer needs. Additionally, the robust organizational tools allowed Cloudbeds to centralize their documentation, making it easier for customers to navigate and find answers independently.

The ScreenSteps knowledge ops platform enabled Colin’s team to:

• Use built-in screen capture tools to integrate screenshots into articles easily.
• Add image annotations, such as arrows and callouts, to enhance clarity.
• Create checklists and foldable sections to improve document organization.
• Embed videos and GIFs from platforms like Vimeo and YouTube for additional support.

The shift wasn’t just about speed—what they were able to create was also much more powerful. The combination of clear visuals, step-by-step guides, and interactive features like checklists and collapsible sections made the documentation far more user-friendly. Customers were now able to easily find, follow, and scan the information to perform complex tasks.

"No one else has the author aid tools, the ease of use and the ability to quickly and easily get to an end result like ScreenSteps.

Colin Slade
VP of Customer Success & Services, Cloudbeds

The Results

Faster documentation and improved customer satisfaction

The impact of ScreenSteps on Cloudbeds’ documentation process was immediate. With the ability to create and update content quickly and accurately, Colin’s team dramatically improved their internal efficiency. But more importantly, these improvements had a direct and measurable impact on customer satisfaction.

Customers were now able to find answers on their own, reducing the need for support calls and empowering them to resolve issues independently. The improved clarity and accessibility of the documentation led to a consistent customer satisfaction score above 95%, as customers praised the step-by-step guides and the ease of finding what they needed.

Cloudbeds’ knowledge base quickly grew to over 2,000 articles, offering unparalleled depth and coverage of the platform. The ability to quickly and easily update documentation also ensured that customers were always accessing the most accurate and up-to-date information. This not only improved the customer experience but also allowed the support team to focus on more complex issues, further enhancing service quality.

For Colin, ScreenSteps was a game-changer. It not only simplified the content creation process but also allowed Cloudbeds to deliver a higher level of service to their customers, setting them apart from competitors in the hospitality software space.

"ScreenSteps gave me such a massive advantage and is part of the reason why I'm in the position I'm in. I am now capable of coming into organizations and completely revamping their training and their processes because I have a secret weapon. No one else can move as fast, no one else can get things done as quickly."

Colin Slade
VP of Customer Success & Services, Cloudbeds