Anduin Transactions Dramatically Reduces Customer Response Time with Helpjuice

When Anduin Transactions needed a customer facing knowledge base, they looked to Helpjuice to answer their needs. Industry leaders in the global transaction processing industry, Anduin had a customer service issue that needed to be addressed. Prior to Helpjuice, their customers were waiting for up to 8 hours for a response.

The team at Anduin turned to Helpjuice to create an easy to access, customer facing knowledge base that would improve their customer service and response time. Andrew Pavlov, Support Team Lead at Anduin Transactions, explains why he chose Helpjuice: "Customer service and customization at Helpjuice are second to none. It was so easy to setup our new knowledge base and start helping our customers instantly. It was very easy to start building out the website ourselves but also to ask for expert customization from the Helpjuice Team. They are very responsive and eager to help with any issues and questions we have."

The Challenge: 8 Hour Response Time

The primary challenge that Anduin Transactions was facing was a long customer response time. Every customer who had a question had to email in and wait for a response from the support team. This was a very labor intensive process that was taking up a lot of time and resources, and was leading to a long response time for customers of up to 8 hours.

Andrew explains the challenge: "We didn't have any customer facing help center at all. Every one of our clients who had a question had to email us and wait for our response. It was very labor intensive and we couldn't focus on customer success because of this. This is what caused us to reach out to Helpjuice to try and solve this issue, and Helpjuice has delivered on this promise. Now we can point to the knowledge base when we onboard clients and we don't get as many support cases as we used to."

The Solution: 45 Minute Response Time

With the help of Helpjuice, Anduin Transactions was able to drastically reduce their customer response time from 8 hours to 45 minutes. Helpjuice made it easy to create a customer facing knowledge base that the team could use to quickly and effectively answer customer questions.

Andrew explains the impact that Helpjuice has had on the team: "Helpjuice has helped our response time to clients go from over 8 hours to 45 minutes. This is due to us being able to reference the knowledge base and send links to our clients while working cases." He also explains his favorite feature of Helpjuice and why it was a perfect fit for their team: "I really like how easy it is to manage roles for our users within Helpjuice. It was easy to setup the team with licenses and get them writing articles, without giving them access to the entire platform. I thoroughly enjoy the customization that Helpjuice has to offer."

The Results: More Time to Focus on Customer Success

With Helpjuice, Anduin Transactions was able to reduce their response time from 8 hours to 45 minutes. They now have more time to focus on customer success, instead of spending their days answering customer emails. Andrew explains the impact this has had on their team: "It was very taxing on the team to come in to work everyday and have an overflow of cases waiting to be responded too. This brought down our response time as well, as we had to respond to all of the older cases before getting to the new ones."

By using Helpjuice, Anduin Transactions has been able to drastically improve their customer service and response time. With the help of Helpjuice, they are now able to focus on customer success and provide a better experience for their customers.