How WDCi Group Used Helpjuice to Improve Their Knowledge Base & Documentation

WDCi Group is a global IT company based in Singapore that specializes in providing end-to-end solutions for enterprise-level organizations. With a growing portfolio of clients, their need for a comprehensive knowledge base became apparent. After trying various solutions, WDCi Group decided to try Helpjuice, and the results were astounding.

The Problem

The WDCi Group was in need of a organized knowledge base and documentation system for their growing customer base. In the past, the team had been using Google Drive to store and organize their documents – but this approach was proving to be inefficient and limited. The need for a better solution became apparent as the collective information began to accumulate over time. It became increasingly difficult to track what needed to be updated, deleted, or shared with whom.

The Solution

The WDCi Group decided to look into a knowledge base solution such as Helpjuice. Leonardi Kohl, the WDCi Group’s Head of Solutions, had this to say: “We wanted a ready-to-go website/knowledge base for us to publish content and edit things quickly, with the ability to be shared with varying levels of access, i.e. with specific customers, for general public, or for internal references. We also wanted some analytics to help us track what articles could be improved, or if something needs to be added from looking at search statistics.”

The Benefits of Helpjuice

Helpjuice was the perfect solution for the WDCi Group, providing them with a comprehensive knowledge base and documentation system. The top four favorite features of Helpjuice, according to Leonardi, were the access level, search keywords, the analytics tool, and the customization request. With the ability to set access levels, the WDCi Group could publish and keep separate articles meant for the internal team, for certain customers, and for the general public. Adding search keywords to individual articles really helped the WDCi Group to highlight things within an article that might have been overlooked. The analytics tool was also a great help, providing the team with search statistics. The ability to make customization requests was also a great addition, Leonardi said.

Results

The WDCi Group was able to leverage Helpjuice to create a comprehensive, organized knowledge base and documentation system for their customers and internal teams. With the ability to add search keywords to articles, the WDCi Group was able to maintain a 97% success rate at searching for solutions. By using the analytics tool, the WDCi Group was also able to identify a category that was performing poorly, and so they placed it on the main page and it gained a 47.3% increase in views.

Conclusion

Helpjuice was the perfect solution for the WDCi Group, providing them with a comprehensive knowledge base and documentation system. The ability to divide content into separate access levels, as well as add search keywords and analytics, enabled the WDCi Group to maintain a 97% success rate at searching for solutions and gain a 47.3% increase in views for their poorly performing category. With Helpjuice, the WDCi Group was able to create a comprehensive, organized knowledge base and documentation system for their customers and internal teams.