Showmojo cut support tickets by 30% and improved response time by 300% using Helpjuice

Quick Overview

Industry: Real Estate

Location: USA

Team size: 11 - 50

"We were getting too many support tickets each day. With a concerted effort we were able to reduce our tickets from ~90 a day to ~30 a day. This has helped us provide a much better customer experience and cut our response time in a third. - JIm Lindquist, Senior Operations Specialist"

Industry: Real Estate

Location: USA

Team size: 11 - 50

Real Estate

(11 - 50 people)


What's the purpose/goal of your KB?

Our Knowledge Base is used to help our customers get help 24/7 since we don't have support available all hours of the day. Additionally, our software is so diverse that it's impossible for us to discuss every issue with customers. Our Knowledge Base allows them to freely and easily browse to find out even more about our product and make them lifelong customers.

Additionally, we use our Knowledge Base to train our employees and also make sure we are sticking to the high level of service our employees expect. 


What solutions did you approach before you decided to go with Helpjuice?

In previous positions, I had used competitor software and I had no idea how much time I was wasting just "fighting the software." Helpjuice is easy to get in and out of and gives me the confidence my formatting will be perfect each time. 


Why did you decide to use Helpjuice?

Helpjuice is easy to use and easy to integrate with our product. Other companies attempt to provide ease of use but end up being clunky and not customer-friendly. We get a great balance with Helpjuice that is hard to find. 


What's your favorite Helpjuice feature?

We love that we can create documents in Word or other programs and export them to Helpjuice. It makes our lives easier and helps us have even more collaborators. This helps us make sure that we don't have a huge funnel that stops updates to documentation or needed documentation from getting created. 


What problem are/were you looking to solve with Helpjuice?

We were getting too many support tickets each day. With a concerted effort we were able to reduce our tickets from ~90 a day to ~30 a day. This has helped us provide a much better customer experience and cut our response time in a third. Our training is also much better with Helpjuice since we can have both internal and customer-facing documentation.



What kind of an impact has Helpjuice had?

We cut customer tickets by 30% and improved our response time by 300%. This has lead to better customer retention and has allowed our staff to be more efficient, which also cuts cost. 


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