"HelpJuice made our knowledge base an interactive powerhouse. The easy interaction for both agents and customers, along with powerful features, sealed the deal for Fluent Home!" Melissa Fitzner, Tech Support and Article Edition KB
Fluent Home, headquartered in Salt Lake City, Utah, stands at the forefront of providing cutting-edge smart home security systems to customers across the United States and Canada.
Melissa Fitzner, Tech Support and Article Edition KB Specialist at Fluent Home shares their mission:
"Our goal is to provide a step-by-step guide on troubleshooting various types of equipment. HelpJuice is our go-to knowledge base for both customers and employees, offering a comprehensive collection of articles for effective self-help. We have both public and private versions to cater to all our users."
The numbers speak for themselves. Based on HelpJuice KB metrics:
Melissa Fitzner expresses her appreciation for HelpJuice's features:
"One of the features that I like the most is the translation tabs, which are essential for us because we have clients who speak different languages."
Melissa Fitzner acknowledges challenges and solutions:
"It's easy to select the location when creating an article, but as soon as you lose track of it, it becomes a tedious process to find the article, especially if it's in another language. Another tricky thing is to stay up to date because some articles are empty or repeated. I love the preview and draft options, even the image options. I can add pictures and highlight the text that I forgot to highlight right there."
Reflecting on the decision to choose HelpJuice, Melissa Fitzner shares:
"I believe the decision was the HelpJuice features and the price. The easy interaction we all can have with the KB, whether agents or customers, is part of the appeal. Almost everyone who edits the knowledge base prefers to use the legacy editor."
As a growing company, Fluent Home experimented with different platforms such as Intercom KB and private solutions. Melissa Fitzner reflects on the journey:
"We tried various platforms and even our small development teams brainstormed ideas for the knowledge base. Improving our articles became a focus for us, making them more explanatory for everyone who uses it."
Melissa Fitzner shares the overarching goal:
"The objective is to equip customers and employees with the necessary information so that they can help themselves without having to request assistance. The knowledge base should be up-to-date and comprehensive, reducing the need for human intervention."
Fluent Home's journey with HelpJuice has been transformative, revolutionizing their support system and empowering both customers and employees. The impressive metrics and Melissa Fitzner's insights showcase the real impact of HelpJuice in making support efficient, effective, and user-friendly.