"We have been very happy with the results and the increase in productivity," - Wendy French, Marketing Specialist at Realty ONE Group Complete
Realty ONE Group Complete is a global real estate franchising company with offices in 41 states, Australia, and Canada. When Wendy French, a Marketing Specialist at Realty ONE Group Complete, was tasked with finding a solution to improve customer service and reduce the hundreds of customer support inquiries, she knew she needed a comprehensive knowledge base. After trying and discarding other solutions, she decided to go with Helpjuice.
“We had tried uploading documents to a private Facebook group, but it would get too cluttered and difficult to find information. It was also difficult if people did not have a Facebook account and were not interested in getting one”, says Wendy. “We also tried using Google Drive, but it would be difficult to find videos and documents in folders and it would use a great deal of space on the Drive as well. Helpjuice was the perfect solution for us.”
Helpjuice’s knowledge base solution has been a huge success for Realty ONE Group Complete and has helped them to streamline their customer service process. With Helpjuice, users can access a comprehensive knowledge base with the information they need, 24/7.
“The search and keyword feature is the most utilized feature that I’ve seen people use”, says Wendy. “If they need more information on something, they will use the search engine. Another great feature is being able to upload a variety of content, such as images, PDFs, videos, etc. The drop down menu feature also helps with organizing our content.”
The results of using Helpjuice have been impressive. On average, Realty ONE Group Complete has seen a 40% reduction in customer inquiries. Additionally, they are now able to assist customers 2x faster than before, as they are sending them direct links to the information they need.
“People have come to check Helpjuice first and do not need to contact us as much, which increases our efficiency and productivity”, explains Wendy. “We are able to respond faster and this has assisted with improving our customer service and helped us grow overall.”
Helpjuice’s knowledge base solution was the perfect answer for Realty ONE Group Complete’s customer service needs. By providing a comprehensive knowledge base with the ability to upload a variety of content, they have been able to reduce customer inquiries by 40% and provide faster support.
“We have been very happy with the results and the increase in productivity”, says Wendy. “We are currently not looking into other alternatives and are satisfied with using Helpjuice.”