"Since implementing Helpjuice, our agents no longer waste time searching for information or waiting for assistance. This efficiency has led to a massive reduction in missed calls and faster resolutions for our customers." — Lee Reed, Customer Service Manager
Customer service excellence is crucial for any business, but without a centralized knowledge base, agents can struggle to find the right answers quickly. Lusso, a luxury home goods brand, faced this exact issue. Their customer service department was overwhelmed, agents lacked quick access to essential procedures, and missed calls were piling up.
In January 2024, Lusso’s customer service team missed 250 calls. A year later, after implementing Helpjuice, that number had dropped to 114—a 50% reduction. Even more impressively, they achieved a 100% service level on two days, ensuring every single customer call was answered.
Lusso wanted a single, well-organized hub for all their procedures, training materials, and support resources. Before Helpjuice, processes were scattered across Skype groups and Word documents, making it difficult for agents to self-serve and respond quickly to customer inquiries.
"We wanted one central location for all of our procedures and to use this as a training hub for new starters. Having everything written up in Skype groups and Word documents was chaotic," says Lee Reed, Customer Service Manager at Lusso.
After extensive research and multiple free trials with different providers, Lusso selected Helpjuice for its affordability, ease of use, and seamless setup process.
With Helpjuice, Lusso was able to create a highly organized and searchable knowledge base. Agents now had instant access to standardized procedures, significantly reducing wait times and improving their confidence during calls.
"We love how easy it is to build flowcharts for our processes—something we struggled with on other platforms. Helpjuice made it incredibly simple to create step-by-step guides, which has helped our agents tremendously," says Reed.
The impact of Helpjuice was immediate and measurable:
- 50% Reduction in Missed Calls: In January 2024, Lusso missed 250 calls. By January 2025, that number had dropped to 114, with agents now handling inquiries more efficiently.
- Faster Call Resolution: Agents no longer have to wait for colleagues to assist with procedures. With Helpjuice, they can self-serve, reducing call handling times and boosting productivity.
- 100% Service Level Days: For the first time, Lusso achieved a 100% service level on two separate days, ensuring every customer call was answered—an achievement they hadn’t managed in the previous 12 months.
"Helpjuice has completely transformed how we handle customer support. Our agents are more confident, call handling is faster, and our missed calls have dropped dramatically. We’ve even had two days of 100% service level, which was unheard of before."
Lusso’s experience with Helpjuice proves that having a centralized knowledge base can revolutionize customer support operations. By providing agents with the right tools, they were able to improve efficiency, reduce missed calls, and enhance overall customer satisfaction.
Is your business facing similar challenges? Helpjuice offers a powerful, fully customizable knowledge base designed to improve support efficiency and empower teams.
Start your Helpjuice journey today and experience the difference a centralized knowledge base can make.
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