"We can point customers to a public facing knowledge base for instructions that used to have to be created every single time the question was asked." - Caleb Scharf, IT Manager at SimuTech Group
SimuTech Group is an IT company based in the US, providing software development and support services for businesses. With a team of highly experienced professionals, SimuTech Group has been in the industry for over 25 years, helping businesses with their technology needs and providing custom software solutions.
As the company grew, SimuTech Group faced a common challenge that many IT companies struggle with—escalating customer support requests. Before SimuTech Group implemented Helpjuice, their average time spent on resolving each ticket was 4.5-5 hours, with some tickets taking 45 minutes to respond to.
Caleb Scharf, IT Manager at SimuTech Group, said: “Our support staff was recreating wheels on a daily basis, duplicating a lot of effort. It was painful to see multiple people typing up the same details response to different customers about the same question. It was very inefficient. The instructions we gave to customers was also not consistent.”
SimuTech Group had no self-help content published online, which meant customers didn’t even have the option of helping themselves. This increased the number of support tickets that the company otherwise would have received without a knowledge base.
SimuTech Group chose Helpjuice for a number of reasons. It was reasonably priced and offered a good value for unlimited users.
Caleb Scharf said: “The included customization services were incredibly important as it allowed us to create the look and feel for our knowledge base that we needed in order to make the user experience effective and efficient for our customers and internal users. I can’t say enough good things about HelpJuice’s customization team!”
Helpjuice also has powerful features in the editor, such as accordions, which allow users to create robust articles that spoon feed the user information and don’t overwhelm them.
Caleb Scharf said: “HelpJuice makes KB’s look really good and user friendly so people want to use them. Not boring and clunky so people want to email support instead.”
Before SimuTech Group implemented Helpjuice, they were using an internal OneNote notebook that they shared around. It was clunky and hard to find information, plus they couldn’t send links to customers nor could they help themselves to this content.
SimuTech Group’s main goal was to help customers resolve their technical software problems in less time. HelpJuice allowed them to do just that.
After a month of using Helpjuice, SimuTech Group had a ticket that came in. They received their auto-reply that included a link to their Helpjuice KB. The customer emailed back 10 minutes after opening the ticket, saying they could close it because they found the solution to their problem after searching the KB.
Thanks to Helpjuice, SimuTech Group was able to reduce their average ticket resolution time from 4.5-5 hours to just 3 hours. Some tickets that used to take 45 minutes to respond to now only take 10 minutes, and some that used to take 20 minutes now only take 2 minutes.
Caleb Scharf said: “It’s awesome! We can point customers to a public facing knowledge base for instructions that used to have to be created every single time the question was asked.”
SimuTech Group was able to reduce their average ticket resolution time by 50% with Helpjuice. Not only did this save their team time and effort, but it also improved customer experience, as customers were able to help themselves to the answers they needed in less time.
Caleb Scharf said: “I can’t say enough good things about HelpJuice. It’s intuitive and fast to setup and get going. It has powerful customization services that are included, a powerful content editor, AzureAD SSO integration, analytics, and Salesforce integration. All of these features make HelpJuice a great choice for any IT company looking to provide a better customer experience.”