Hangar A Finds an Easier Way to Offer Customers High-Quality Support

Hangar A is an air freight technology solution, working similarly to Kayak and Expedia but for companies who move freight via commercial airlines. The industry is very archaic and stuck in their old ways, so Hangar A was looking for a way to provide a knowledge base to answer all possible questions and use cases for their customers. After trying LiveChat and being unsatisfied with the results, they decided to try Helpjuice.

Trevor Woodland, the Director of Sales at Hangar A, was looking to solve the problem of providing customers with the knowledge they needed to use their online air freight platform without having to involve a human customer support team. With the help of Helpjuice, Hangar A was able to provide customers with answers to 50+ possible questions, as well as in-depth instructional videos.

Helpjuice Helps Hangar A Save Time and Money

The results were immediate. Once customers were onboarded, received the demo and directed to the Knowledge Base provided by Helpjuice, Hangar A saw a 72% reduction in customer support within the first 7 days of new membership. Customer onboarding was also reduced from 100 minutes to an average of 38 minutes.

"The user interface is much easier to use than LiveChat," said Woodland, "LiveChat is exceptionally choppy while Helpjuice has ui/ux at the forefront."

On top of that, Helpjuice allowed Hangar A to securely place the Knowledge Base behind a secure wall, something LiveChat was not able to do. The Android app was also a huge relief, as it allowed Hangar A to respond to customer tickets via the mobile app.

Helpjuice Provides Hangar A with a Comprehensive Knowledge Base

The Knowledge Base provided by Helpjuice allowed Hangar A to answer a variety of questions and use cases for customers, such as how to perform an air freight search, edit a booked shipment, upload air waybill numbers, upload/add contacts, review analytic metrics, choose an alternative flight after capacity is denied, and choose an alternative flight when a flight is canceled.

The ultimate goal of the Knowledge Base was to provide customers with all the knowledge they needed to use the platform without having to involve a real human customer support team. With the help of Helpjuice, Hangar A was able to achieve these results and provide their customers with a high-quality experience.

Conclusion

Hangar A was able to reduce customer support by 72% and onboarding time by 62% simply by using Helpjuice. Helpjuice enabled them to securely place the Knowledge Base behind a secure wall and the Android app allowed them to respond to customer tickets via the mobile app.

Trevor Woodland, Director of Sales at Hangar A, said that "the user interface is much easier to use than LiveChat. LiveChat is exceptionally choppy while Helpjuice has ui/ux at the forefront." With the help of Helpjuice, Hangar A was able to provide customers with answers to 50+ possible questions, as well as in-depth instructional videos.

Helpjuice gave Hangar A the comprehensive Knowledge Base they needed to provide customers with the knowledge they needed to use the platform without having to involve a real human customer support team. The results have been clear and have allowed Hangar A to provide their customers with a high-quality experience.