"Helpjuice is the best platform for creating a knowledge base. It is very complete and gives us the tools we need to reduce customer contact rate and improve customer satisfaction" - Samy Oda, Self Support Analyst at Nuvemshop
Nuvemshop is an e-commerce platform located in São Paulo, Brazil. It allows merchants to create online stores with a complete suite of tools to manage their businesses. Nuvemshop is a trusted platform for over 10,000 merchants in Brazil and Latin America.
In an effort to provide their merchants with the best possible customer service, Nuvemshop decided to invest in creating a knowledge base. In doing so, they could provide their customers with self-service options so they could answer their own questions, reducing the contact rate tax with their customer service team.
When looking for a platform to create the knowledge base, Nuvemshop's self-support analyst, Samy Oda, considered several options. In the end, he found that Helpjuice was the best suited for what they were looking for.
"Helpjuice is very complete and gives us the tools we need, including others that we didn't think of at first," said Oda. "It also has visual tools to improve our tutorials, like accordion, for example. This makes it easier for our customers to find the answers they need."
With Helpjuice, Nuvemshop was able to create and promote a good knowledge base for their customers. This gave their customers the autonomy to resolve their doubts and troubles without having to wait for a response from their customer service team.
Nuvemshop's goal for their knowledge base was to educate and help their customers with any topic and whatever they needed. Thanks to Helpjuice, Nuvemshop was able to accomplish this goal and reduce their customer contact rate tax by almost 37%.
"With Helpjuice, we are able to reduce our customer contact rate tax and give our customers a better experience with our platform," said Oda. "This has improved our customer satisfaction and loyalty, and has enabled us to continue to provide excellent customer service."
Nuvemshop is now able to provide their customers with the self-service options they need to answer their own questions and find the solutions they need. With Helpjuice, Nuvemshop has been able to improve their customer service and create a better experience for their customers.
Nuvemshop—a Brazilian e-commerce platform—recently implemented Helpjuice Self-Support to streamline their customer service operations. The company was looking for a way to reduce their contact rate tax and provide customers with a better experience. With the implementation of Helpjuice, Nuvemshop achieved a 37% reduction in contact rate tax.
Before implementing Helpjuice, Nuvemshop's customer service operations were manual and inefficient. Customers had to wait in long queues to get their questions answered. This created a negative experience for the customer and resulted in an inefficient use of resources. "We needed to create and promote a good knowledge base for our customers, giving them the autonomy to resolve their doubts and troubles," said Samy Oda, Self-Support Analyst at Nuvemshop. After researching various solutions, Nuvemshop decided to implement Helpjuice Self-Support. Helpjuice provided the perfect platform to create and maintain a knowledge base.
The platform allowed Nuvemshop to organize articles into sessions or categories, and use visual tools to improve their tutorials, such as accordions. The purpose of the knowledge base was to educate and help their customers with any topic they needed. With Helpjuice, Nuvemshop was able to reduce the contact rate tax by 37%.
This resulted in an improved customer experience as customers no longer had to wait in long queues to get their questions answered. "Helpjuice is the best platform to create and have a knowledge base, compared to others we researched," said Oda.
Nuvemshop's investment in Helpjuice has proven to be a successful one. With their knowledge base, they have been able to reduce their customer contact rate tax by almost 37%, improve customer satisfaction and loyalty, and provide their customers with the self-service options they need.
"Helpjuice has been an invaluable tool for us," said Oda. "We are now able to provide our customers with the information they need and the self-service options they need to get the answers they need quickly and easily."