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"I liked that it was easily themeable, easy to author articles, and the search was nice. I liked too that I could quickly create a subdomain and then easily map it to my HJ URL." - Steve Youngblood, Product Manager at SymTrain
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SymTrain, an online learning system offering online courses and certification to its customers, was looking for a way to reduce the amount of time their customers spent searching for answers and to increase content visibility for their product. After exploring a variety of different solutions, SymTrain decided to use Helpjuice's Knowledgebase to meet their goals. With Helpjuice, SymTrain has seen an impressive reduction in time spent on support, a 400% increase in pages of content, and increased customer satisfaction.
Steve Youngblood, the product manager of SymTrain, was looking for a way to reduce the amount of time customers spent searching for answers and to increase content visibility for their product. As Steve explains, “Our goal is to decrease time to productivity. The more they have to ask questions, schedule meetings and then go over and over things, the longer it takes for them to go live. And building in our system and having users take the tests in our system ensures people get happy and then in a year, they renew. We also want more ‘content’ on us and our product. Much of what’s in a knowledgebase is problem solving where as on our company website, we’re selling. However, problem solving can be selling too. We’ve now have 3 to 4 times the pages that are SEO supporting than we had before.”
After exploring a variety of different solutions, Steve and SymTrain decided to use Helpjuice’s Knowledgebase to meet their goals. As Steve explains, “I liked that it was easily themeable (although, I wish it was more like WP Bakery). Easy to author articles. Search is nice. I liked the widget that let us place it in our application. I liked too that I could quickly create a subdomain and then easily map it to my HJ URL. Unlike with Zendesk, I like that I can use Helpjuice and get a best in class Knowledgebase allowing me to continue using my Jira Service Desk for problems and not requiring a whole suite or bundle of products. And, unlike Wordpress, I like that Helpjuice allows me to have product managers and customer success managers publish and write from a support perspective and not jumble those efforts up with our marketing and sales presence.”
The results of using Helpjuice’s Knowledgebase have been impressive. As Steve explains, “In just the past week, we’ve had 3 major customers (on being Citibank) tell us they found the answer for a question and didn’t need support. By my estimation, we’ve reduced support time by 20 hours per week in a short amount of time. That’s 1/2 FTE or approximately $50K per year. And our FTEs at our stage highly paid engineering and customer success types. This is without the widget on the app. Soon, we should see a much greater savings in time once we add the widget. We also have increased our page count pointing to the outside world by 4 fold (a 400% increase in pages of content). People may find us just by trying to solve a problem in SymTrain inside of Google. And those people may just be trying out our product and may be more apt to use us given the available online support.”
SymTrain was looking for a way to reduce time to productivity and increase content visibility for their product. After exploring a variety of different solutions, they decided to use Helpjuice’s Knowledgebase, and the results have been impressive. In just the past week, SymTrain has seen a reduction in support time by 20 hours per week, a 400% increase in pages of content, and an increase in customer satisfaction. With Helpjuice, SymTrain has been able to quickly and easily increase the amount of content and support they offer their customers.
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