"John Beatty, CEO of FranchiCzar, has revolutionized the support process with Helpjuice, leading to a 50% reduction in support tickets and calls."
FranchiCzar, a leader in the software industry, has found success in utilizing Helpjuice as their knowledge base solution. With the help of Helpjuice, FranchiCzar has seen a 50% reduction in support tickets and calls, allowing their support staff to focus on those customers who need extra attention. This has led to an 80% customer satisfaction with the usability of the tool, and a 30% increase in satisfaction with FranchiCzar’s software.
John Beatty, Technical Writer at FranchiCzar, said, “We were looking to offload at least 75% of calls and tickets by directing customers to the Helpjuice solution. Before using Helpjuice, our support staff had to manually respond to 100% of requests and tickets submitted via our proprietary system. This led to the staff working 20% longer days and having to prioritize responses.”
Helpjuice’s integration was a major factor in FranchiCzar’s decision to use the tool. Beatty said, “With the functionality and features that Helpjuice offers, we were able to integrate the tool right into our software. The trade-off was minimal as the onboarding of new customers only had to include a quick tutorial on how to access help for themselves vs. the old way of direct contact.”
The Helpjuice widget was one of Beatty’s favorite features. He said, “My favorite was how easy it was to integrate the Helpjuice widget into our proprietary platform. This has become a game changer in the delivery of support materials. After a little extra on our end, we were also able to make this widget dynamic (moveable) and it has become an integral part of our onboarding process.”
The cost, dedicated support, and customizability of Helpjuice were key factors in FranchiCzar’s decision. Beatty said, “The reason we decided on Helpjuice breaks down to three factors: cost, dedicated support, and customizability. After extensive research into other tools, we found that one thing above all else is true; we get more than what we pay for with this tool. The Helpjuice sales process was the biggest influence on this conclusion.”
The Helpjuice knowledge base has allowed FranchiCzar to streamline their onboarding process. Beatty said, “We use the KB for internal onboarding, getting employees up-to-date with the current and new features that our software has to offer. This means that 90% of new employees have been onboarded using the Helpjuice KB; along with the onboarding process going 4x faster than before using Helpjuice.”
The Helpjuice KB has also provided a platform for customers to engage with the software the way it was intended. Beatty said, “We encourage the use of the feedback tool and submitting any suggestions where there may be gaps in the KB materials. This has led to more robust documentation and higher customer satisfaction while engaging with our software.”
Before deciding to go with Helpjuice, FranchiCzar looked at several competitors' solutions. Beatty said, “The final three were Document360, Confluence, and Helpjuice. But there were two big factors that Helpjuice offered that the others did not, unlimited storage and dedicated support. The closest to Helpjuice was Document360 but what knocked them out of the running was that to get close to what we could get with Helpjuice we would have had to pay 2x the amount.”
Beatty concluded, “On the other hand, Confluence would have been a great tool if we used the entire Atlassian suite of products. As we did not the cost for just using this tool was way out of the range, comparably. Not to mention that the Confluence tool's primary use is for internal documentation, not a customer KB.”
FranchiCzar has seen great success with the Helpjuice knowledge base solution. The tool has allowed the company to reduce their support costs and streamline their onboarding process. With the help of Helpjuice, FranchiCzar has seen a 50% reduction in support tickets and calls, and an 80% customer satisfaction with the usability of the tool. The company also enjoys a 30% increase in satisfaction with their software. With Helpjuice, FranchiCzar has found a solution that’s tailored to their software’s needs, and provides a platform for customers to engage with the software the way it was intended.