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"Helpjuice has transformed our company! We've reduced support needed by junior devs by 10% and saved 15 hours a month. It's a game-changer!" - Tesa Wilson, QA Analyst at 4Tier Software, LLC
4Tier Software, LLC, a pioneering company in the software industry, based in the vibrant city of San Francisco, has been on a mission to enhance their knowledge management and customer support strategies. With a commitment to delivering cutting-edge products and providing top-notch customer assistance, they faced the challenge of efficiently organizing their vast knowledge resources.
Enter Helpjuice, a knowledge management platform that would soon become their secret weapon.
Helpjuice wasted no time in proving its worth at 4Tier Software. Tesa Wilson, the company's QA Analyst, shared the remarkable results:
- Junior developers' reliance on senior developers was reduced by 10%.
- Senior development time saved: 15 hours per month.
- External customer support requests decreased by 5%.
- Knowledge base maintenance time saved: 5 hours per month.
- Overall man-hours invested in information management decreased by an astonishing 30% in just a few months.
Tesa Wilson highlighted the initial challenges they faced: "We had a lot of information scattered across developers' machines and in their heads. When developers were out of the office or left the company, it became difficult to assist or resolve issues. We needed a centralized repository for our knowledge accessible to everyone in our organization."
She continued, "On the product front, we aimed to commercialize our offerings and required a hub to direct our customers to for guides and assistance. Providing public access to essential resources significantly reduced the number of routine support tickets."
4Tier Software sought to minimize the time spent by their developers searching for answers or learning new processes. As a small, dynamic team, they needed to optimize their efforts and streamline customer information delivery without investing excessive time in setup and maintenance.
Tesa Wilson, responsible for maintaining the knowledge base, shared her favorite Helpjuice features:
"I love that we can request customization from the Helpjuice team. None of the other companies we explored offered this capability. It's been a massive game-changer and time-saver. Whenever we've requested customization, the turnaround has been incredibly fast and accurate. It makes for a smooth setup and transition of display settings."
She added, "Another feature I love is the ease of setting articles to public or private and the ability to lock specific sections of an article for internal use only. This feature has been incredibly helpful when notes need to be made for developers while keeping the article as a whole public without the need for maintaining two separate articles."
Tesa explained their decision to opt for Helpjuice: "We previously used a different knowledge base, which was cumbersome to maintain. The time and effort required for updates didn't justify the results. After evaluating several alternatives, we found that Helpjuice met all our needs at a very reasonable cost."
"Trying the demo first was crucial, and it turned out to be a perfect fit. The ability to request customization and have the Helpjuice team import our existing documents saved us a tremendous amount of time and manpower in getting the knowledge base up and running. No other company offered this level of assistance and customization. The support we received from the Helpjuice team has been exceptional, with quick turnaround times and a powerful editor that simplifies formatting and customization of articles. Being able to upload images and videos directly was a game-changer, and this flexibility was essential for providing comprehensive customer support."
4Tier Software experimented with various solutions before Helpjuice. Tesa shared their experiences:
"We initially tried to keep internal knowledge on a shared drive, but it quickly became unmanageable. Information was scattered, incomplete, and outdated. Another knowledge base solution didn't work in the long term due to the effort required for maintenance. Maintaining separate articles across different platforms was inefficient and time-consuming. Other knowledge base options lacked the capabilities, support, and customer service we required."
The primary goals for 4Tier Software's knowledge base were:
- Creating a centralized location for internal knowledge.
- Providing a publicly accessible space for consumer guides and release notes.
- Efficiently separating internal and external knowledge.
- Ensuring business continuity even when key developers were unavailable.
- Streamlining information delivery to customers with images and videos.
- Facilitating feedback on articles to continually improve customer understanding.
4Tier Software recognized the immense value of their senior developers' knowledge and the critical role it played, especially in supporting their customers. A central repository that all staff could access and update was essential to avoid information silos.
"Helpjuice has transformed our company! We've reduced support needed by junior devs by 10% and saved 15 hours per month. It's a game-changer!"
4Tier Software, LLC, has found in Helpjuice the perfect partner to unlock their knowledge management potential. The tangible impact on efficiency, reduced support needs, and streamlined customer support are testament to Helpjuice's power. With a vision of centralized knowledge and accessible resources, 4Tier Software is set to conquer new heights in the software industry, all thanks to Helpjuice.
If you're looking for a knowledge management solution that can deliver quantifiable results and unparalleled support, it's time to explore Helpjuice.
