"Helpjuice is fully customizable and have done any changes which we requested such as search bar, colors and footer" - Kyle Portanier, CX Digital Content Executive
Melita, a leading telecom and digital services provider with over 500,000 customers in Malta and Gozo, wanted to reduce the number of futile tickets opened due to agent misinformation and improve the customer support flow. Kyle Portanier, Melita's CX Digital Content Executive, decided to use Helpjuice to achieve these objectives.
"We decided to go for Helpjuice since it offered the most options at the cheapest price," said Kyle. "For us, we had three basic principles which were customization, analytics and flowchart. Helpjuice had all of those features at a less price than others."
Previously, Melita had been using Answerpath but found it to be limited in terms of customization. The transition to Helpjuice allowed Kyle to customize the search bar, colors, and footer of the knowledge base. This enabled Melita to provide their customers with a better user experience.
One of the key features of Helpjuice that enabled Melita to reduce futile tickets was the analytics dashboard. This dashboard enabled Kyle to monitor which articles were being opened and read, and at what times. This allowed Melita to match their calls and chats with the data and improve their quality control.
"With Helpjuice, we are looking at reducing the agent misinformation and thus reduce any futile tickets opened because of this. We would also be able to monitor agents to make sure that they are accessing the site and following our customer support flow," said Kyle.
The analytics dashboard also enabled Kyle to monitor the average handling time of calls and chats. This has helped Melita reduce the number of tickets being opened and instead assist customers the first time they contact them.
Overall, Helpjuice has helped Melita reduce 10% of futile tickets.
The customization and analytics features of Helpjuice have enabled Melita to improve the customer support flow. Kyle is able to customize the knowledge base to provide customers with a better user experience. The analytics dashboard also allows Melita to match their calls and chats with the data and improve their quality control.
Kyle's favorite feature of Helpjuice is its customization capabilities. "Unlike our previous software Answerpath, Helpjuice is fully customizable and have done any changes which we requested such as search bar, colors and footer," said Kyle.
Helpjuice has helped Melita reduce 10% of futile tickets and improve their customer support flow. The analytics dashboard has enabled Melita to match their calls and chats with the data and improve their quality control. The customization features of Helpjuice have also enabled Melita to provide their customers with a better user experience. Thanks to Helpjuice, Melita has been able to provide their customers with a better customer support experience.