AV Stumpfl: How Helpjuice Transformed Their Customer Support and Cut Costs by 50%

When AV Stumpfl, an Austrian media technology company, was looking for a way to improve their customer support, they knew they needed something different. The company had been using Robohelp from Adobe to host their software documentation, but found it was costing them a lot of money and was never up to date. They also had to maintain multiple places for hosting knowledge, such as YouTube for videos, a forum for handouts, and a web page for downloads.

That’s when they found Helpjuice. With Helpjuice, AV Stumpfl was able to put everything they had into one platform, and because it was easy to use, they were able to handle it internally and save a lot of money.

According to Florian Eder, Trainer at AV Stumpfl, “Now we have everything on one place with a proper search bar. Thus we hope to cut down basic support request and get more efficient in customer care. Furthermore even new colleagues can use the KB to get on track much faster than before. Our goal is also to have better educated customers all over the world because we are able to faster offer more and new knowledge.”

How Helpjuice Has Transformed AV Stumpfl’s Customer Support

With Helpjuice, AV Stumpfl has been able to dramatically reduce the time it takes to create a new article and cut costs for new articles by about 50%. They no longer have to pay an external agency to understand the topic before they can start writing, and they are able to maintain everything on one platform.

The platform also comes with a fully customizable design, allowing AV Stumpfl to maintain their company identity. Additionally, they are able to offer articles in multiple languages, which has enabled them to open new markets around the world.

AV Stumpfl has also seen a decrease in basic support requests and an increase in customer education as they are able to offer more and new knowledge faster than before.

What Makes Helpjuice Stand Out

Florian Eder had this to say about Helpjuice: “Unlike Confluence, I love that with Helpjuice we can create a fully own design for our knowledge base to keep our CI. We are an international company acting all over the world - not everybody is able to read/speak English. Offering the articles in their native language gives us the opportunity to even open the market there. Last but not least it’s one of the only platforms offering a proper API and even better fully customizable CSS!”

Helpjuice is unique in the customer support world because of its ease of use, its customizable design, and its powerful API. These features make it possible for companies like AV Stumpfl to have a comprehensive knowledge base, without having to pay an external agency to maintain it.

Results

Since using Helpjuice, AV Stumpfl has seen dramatic improvements in their customer support. They have been able to cut down the time until they have a new article online by 70%, and have cut down the costs for new articles by approximately 50%. They have seen a decrease in basic support requests, and are able to offer more and new knowledge to customers faster than ever before.

With Helpjuice, AV Stumpfl has been able to dramatically improve their customer support in a cost-effective way, enabling them to open new markets around the world.