ProProfs is our primary source of knowledge for agents. It helps us transmit and organize information efficiently.

Founded in 2011 and headquartered in Santa Monica, California, GoodRx is a leading American healthcare company committed to making healthcare more transparent and accessible for all Americans. It operates a free-to-use website and mobile app, providing U.S. consumers with access to affordable prescription medications. By comparing drug prices across more than 75,000 pharmacies nationwide, GoodRx offers coupons and discounts, enabling savings of up to 80% on prescriptions.

GoodRx needed a robust and centralized knowledge management system to empower its customer support agents. Key challenges included:

• Effectively communicating product and process changes to support teams.
• Ensuring agents had instant access to accurate, up-to-date information during customer interactions.
• Managing and organizing a growing volume of internal information efficiently.

"Our agents needed a reliable resource to help them navigate updates and provide better support to customers," said Darrin Moret, Sr. Content Coordinator at GoodRx.

GoodRx adopted ProProfs Knowledge Base as its primary platform to address these challenges. The solution provided:

• Customizable Knowledge Base Tools: Features like colored callouts to highlight critical information such as tips, warnings, or useful insights.
• Update Notifications: The notification bell feature ensured agents were promptly informed of changes.
• Centralized Information Management: All drug pricing data, internal processes, and other resources were documented and readily accessible for agents.

"I think the colored callouts are very useful for drawing attention to important details. The notification bell has been great for keeping agents updated," Darrin shared.