A Case Study in Knowledge Base Management

PlayerLync, a tech company located in Colorado, services the sports and entertainment industry with a mobile platform that allows team personnel to access and share information, documents, and media in real-time. As their service grew, they quickly realized they needed an effective Knowledge Base Management (KBM) system to help them streamline onboarding and support for their customers.

“We were at the point with our product that we needed to provide our customers with some self-guided training and troubleshooting information,” said Drew Holliday, Curriculum Developer at PlayerLync. “HelpJuice provided us with that platform. We now have close to 400 articles and growing and our support emails have decreased significantly.”

Helpjuice, a KBM system, provides a platform for companies to build and manage their own Knowledge Base, complete with WYSIWYG, rich media, and code editing. Helpjuice also offers customer service and troubleshooting. Drew and the team at PlayerLync found that the platform was simple and cost-effective compared to other KBM systems.

PlayerLync Reduces Training Time by 85% with Helpjuice

PlayerLync onboarded all of their customers and employees using Helpjuice. Training used to take 4 hours across their product, but they were able to cut it down to 30-45 minutes by sending customers to the KB first to learn, followed by a live session to make sure they comprehended everything.

“This provided a way for our trainers to take on 20% additional customers without increasing their overhead,” said Drew. “We’ve also started using Helpjuice to create internal troubleshooting guides for our support team, which has immediately saved us money we were spending on SharePoint for the same thing.”

Helpjuice: The Best Solution for PlayerLync

The team at PlayerLync found that Helpjuice was the best solution for their KBM needs. The WYSIWYG offered by Helpjuice made it easy to create articles with rich media, and if they ever needed help, the customer service team at Helpjuice was quick and pleasant to work with.

“We chose Helpjuice over a couple other providers for a few reasons,” said Drew. “The biggest draw for us was the simplicity of the platform. After demoing and running trials of all 3 solutions, we found Helpjuice to be better on all 3 of our biggest goals: cost, simplicity, and customer service.”

Conclusion: Streamline Your Onboarding and Support with Helpjuice

PlayerLync found success with Helpjuice, reducing their customer onboarding and training time by 85%. Their internal support team also benefited, with the ability to create internal troubleshooting guides that saved them money. With Helpjuice’s WYSIWYG, rich media, and customer service, PlayerLync found the perfect solution for their KBM needs.

If you’re looking for an effective KBM system, consider Helpjuice. They provide a simple, cost-effective platform for creating and managing your knowledge base, complete with customer service and troubleshooting. Streamline your onboarding and support with Helpjuice today!