"The most useful feature is the metrics for me personally. I can see how many of our resellers are logging on and not finding what they need versus those that have. I can also see what people are searching for so I know exactly what content needs to be added or updated." - Jake Coulson, Knowledgebase Manager at Giacom World Networks
For Giacom World Networks, a leading cloud solutions provider in the UK, providing top-notch customer support was a priority. In order to achieve this, Jake Coulson, the Knowledgebase Manager at Giacom, needed to find an easy-to-use solution to streamline customer support and reduce their workload.
“We had hundreds of calls each day for basic issues such as ‘My customer wants X product but I have no idea how to set it up’ and ‘I don’t understand how the billing works for this product’”, said Jake. “This was costing us a lot of time and money, so we needed a solution to help us provide answers to recurring issues and take some of the load off our tech and customer service teams.”
After researching different solutions, Jake and his team chose Helpjuice as their go-to tool for creating, managing, and maintaining content. “It fit in easily with our Cloud.Market portal, so customers don’t need a separate logon, plus it looked professional and was easy to navigate,” said Jake. With Helpjuice, Giacom was able to build a comprehensive knowledge base, making it easier for customers to find answers to their questions.
Since implementing Helpjuice, Jake and the Giacom team have seen a dramatic improvement in customer satisfaction. “On average, we have over a thousand unique logons each month and last month, 99% of all searches found what they needed,” said Jake. “The lowest it has ever been over the past year is 97%. Last month we had 2840 searches in our knowledgebase – that’s over 2000 calls we didn’t have to deal with.”
The metrics provided by Helpjuice have been a key factor in helping Giacom track and measure the success of their knowledge base. “The metrics feature has been the most useful for me personally,” said Jake. “I can see how many of our resellers are logging on and not finding what they need versus those that have. I can also see what people are searching for so I know exactly what content needs to be created if it hasn’t already.”
The implementation of Helpjuice has had a positive impact on Giacom’s Net Promoter Score (NPS). “Our NPS scores have improved since we started using Helpjuice,” said Jake. “It’s a vital tool to our resellers and it’s made a big difference in their satisfaction with our services.”
In the end, Helpjuice provided Giacom with a solution that was easy to use, cost-effective, and had a positive impact on customer satisfaction. “Helpjuice was the perfect fit for us and it’s been a great addition to our support team,” said Jake. “It’s easy to use and manage, plus the metrics feature has been invaluable for tracking our progress. We’re really happy with the results.”