Signal OS Case Study – How Helpjuice Helped To Improve Customer Success

Signal OS is a property technology company located in Germany. As their customer base grew, they found their support team struggling to keep up with the amount of calls and emails they were receiving. To help their customers better understand their product and solve their own problems, they decided to use Helpjuice to create a Knowledge Base.

The Challenge: Improving Customer Success

Jan Tomczak, the Customer Success Manager at Signal OS, knew that having a Knowledge Base would help their customers better understand their product and reduce the amount of support calls and emails they were receiving. However, they were looking for a Knowledge Base solution that was user-friendly, customizable and that would help them track changes to different articles.

The Solution: Helpjuice

After researching other Knowledge Base solutions like HubSpot Knowledge Base, Zen Desk and HelpScout, Signal OS decided to go with Helpjuice. Jan was impressed by the level of customization offered by Helpjuice and the ability to track different versions of articles. He also appreciated the customer service he received from the Helpjuice team even before they became a customer.

"What I love about Helpjuice are amazing options of customization. We can really make every page look just like we want. We can even do it in the code. This is amazing and I have not seen it in other KB softwares." - Jan Tomczak, Customer Success Manager at Signal OS

The Results: Reducing Support Calls by 50%

Since implementing Helpjuice, Signal OS has seen a 50% reduction in the number of support calls and emails they receive. This has allowed their support team to save two hours of working time per day. Additionally, they have reduced the number of errors in their apps by 40%.

"With Knowledge Base our customers can learn a lot about our products, what we can offer, what buildings works with our solutions. We get a lot of support emails, calls. 50% of those calls and emails are issues that users can solve by themselves. KB can only help with that." - Jan Tomczak, Customer Success Manager at Signal OS

Helpjuice has also helped Signal OS prepare for future growth. As they install their product in new buildings and acquire new customers, they will not be able to meet everyone and solve their issues. Having a Knowledge Base will help them provide quicker and more efficient support.

Conclusion

By implementing the Helpjuice Knowledge Base, Signal OS has been able to reduce their support calls and emails by 50%, saving their support team two hours of working time every day. Additionally, they have been able to reduce the number of errors in their apps by 40%. The level of customization offered by Helpjuice has allowed them to create a Knowledge Base that is tailored to their customers' needs, helping them better understand their product. With the help of Helpjuice, Signal OS has been able to improve their customer success and prepare for future growth.