"We've been able to link customers to our Helpjuice Knowledge Base for all of their needs, and they've had success finding relevant materials using the search functionality" - Andy Altman, Head of Product at itrvl
itrvl, an industry-leading travel company based in the United States, was looking for a way to automate the customer onboarding process. As the Head of Product, Andy Altman knew that the customer experience had to be seamless and efficient from start to finish. With the help of Helpjuice's knowledge base, itrvl was able to reduce onboarding time by over 50%, giving customers access to the information they need quickly and easily.
“We used to have to dig through our own knowledge base materials and pull out links for our customer support requests, because they would NEVER find the articles they needed on their own,” said Altman. “We have now been able to link customers to our Helpjuice Knowledge Base for all of their needs, and they've had success finding relevant materials using the search functionality.”
itrvl had already used Freshdesk to host their knowledge base, but found it too cumbersome to put forth a sleek and intuitive KB that customers could navigate on their own. Helpjuice was the perfect solution, offering a cost-effective and fully-featured platform with a really nice intuitive design. Andy Altman's favorite Helpjuice feature is the Google-like search functionality.
“Everyone knows how to use it, and it somehow manages to find relevant articles with the most basic search terms,” said Altman. “It's been a huge time saver for our customer service team, and it's made a huge difference in our customer experience.”
The goal of itrvl's knowledge base is to help customers find the materials they need, when they need them, without having to ask the company for help. After investing in a number of different helpdesk solutions, chatbots, and other solutions, itrvl finally found the perfect solution with Helpjuice.
“We wanted a solution that could provide a one-stop-shop without us having to get involved in every request,” said Altman. “Helpjuice has allowed us to do just that, and it has been a game changer for us.”
Helpjuice Empowers itrvl to Automate Customer Onboarding
With Helpjuice, itrvl has managed to automate the majority of their customer onboarding experience. Thanks to Helpjuice's intuitive design, comprehensive search functionality, and cost-effective platform, customers are able to find the information they need quickly and easily.
“The Helpjuice platform has been a huge time saver for us,” said Altman. “It has allowed us to cut down our onboarding time requirements by over 50%, which is a huge win for us and our customers.”
itrvl was able to drastically reduce their onboarding time requirements by embracing Helpjuice's knowledge base platform. Thanks to Helpjuice's intuitive design and comprehensive search functionality, customers are now able to find the materials they need quickly and easily. With Helpjuice, itrvl has been able to provide a one-stop-shop for their customers and automate the customer onboarding process.