After a Decade of Outdated Content, This Nonprofit Reinvented Their User Support Experience with Helpjuice

“Our users were frustrated, our content was sprawling, and our support team was overwhelmed. Helpjuice gave us the tools to fix it all.” – Lindsey Griggs, User Experience and Learning Manager at Grounded Solutions Network

Grounded Solutions Network, a national nonprofit based in the United States, supports communities across the country in developing equitable housing solutions that last for generations. As their user base more than doubled over the last five years, their outdated support site—built over a decade ago—struggled to keep up. Thousands of unorganized and poorly searchable articles left users confused and forced them to turn to the support ticketing system for help.

From Chaos to Clarity: Helpjuice Replaces a Clunky Zendesk Setup with a Seamless, Streamlined Experience

“Our old support site was hosted on Zendesk. It worked well initially, but eventually the limitations of the authoring tools and article organization made it a nightmare to maintain,” Lindsey explains. “And for a nonprofit like us, the cost just didn’t make sense.”

The team needed something customizable, user-friendly, and cost-effective. They explored alternatives like Salesforce Knowledge but found the pricing just as prohibitive. That’s when Helpjuice came in.

Grounded Solutions Network chose Helpjuice for its flexibility, intelligent search capabilities, and affordable pricing. The transition wasn’t just about a better platform—it was about reimagining how users find answers, and how knowledge is managed internally.

The Results: 100% of Users Found What They Were Looking For During Testing

Although the new Helpjuice-powered Knowledge Center is set to go live on August 1st, early user testing already shows massive success.

• ✅ 100% of test users successfully found the article they were searching for
• ✅ All test users described the new site as “easy to navigate”
• ✅ Major usability and searchability issues from the old site have been resolved

“We were dealing with thousands of outdated, hard-to-search articles. Now, with Helpjuice, we’ve created a clean, intuitive knowledge base that actually serves our users,” says Lindsey.

Beyond user satisfaction, the upgrade is expected to significantly reduce customer support costs by cutting down support tickets. Previously, nearly all user queries were being funneled through the support system—something the new KB is designed to drastically reduce.

Favorite Features? Helpjuice's Authoring Tools and Stellar Support

“I love Helpjuice’s authoring tools,” Lindsey says. “They’ve given us the flexibility to create the kind of streamlined articles we were looking for—something our old system just couldn’t do.”

Another highlight? The Helpjuice team itself. “Their customization and support teams have been awesome,” Lindsey adds. “They really helped us bring our vision to life.”

Why Helpjuice Was the Perfect Fit for a Nonprofit

For Grounded Solutions Network, cost was a key factor. “We’re a nonprofit. We don’t have huge budgets for tools like Salesforce or even Zendesk at scale,” Lindsey explains. “Helpjuice gave us enterprise-level functionality without enterprise-level costs.”

In addition to affordability, the features that sealed the deal were:

• ✅ AI-powered search that improves article discoverability
• ✅ Powerful tagging and organization tools
• ✅ Deep customization options to match branding and structure needs
• ✅ Flexible content authoring and version control

Next Chapter: Launching a Better Support Experience for Thousands of Users

Grounded Solutions Network is more than ready for the August 1st rollout of their new Knowledge Center. Their goal? Provide a modern, user-friendly experience that helps users help themselves—and it’s already proving successful.

“This new site solves the primary problem we were hoping to address,” Lindsey emphasizes. “We’ve made it easier for users to find the answers they need, and we expect that to greatly reduce the volume of support tickets.”

With Helpjuice, Grounded Solutions Network has gone from a dated, frustrating system to a modern, intuitive, and scalable solution—all without breaking their budget.

Could Helpjuice Do the Same for You?

If your knowledge base is aging, hard to navigate, or draining your support resources, it might be time to take a cue from Grounded Solutions Network and give Helpjuice a try.

Request a free demo today and see how Helpjuice can reinvent your support site, just like it did for Lindsey and her team.

“Helpjuice gave us the power to fix what was broken—and the support to do it right.” – Lindsey Griggs, User Experience and Learning Manager, Grounded Solutions Network