What's the purpose/goal of your KB?

With our knowledge base, we wanted Help Juice to be the first place where our agents could go to for information. We wanted to formalize the information to ensure it was accurate and in one place - rather than scattered throughout a drive. 

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

We tried a centralized Google Drive and a Google Site - none of them worked as well as Helpjuice has for us. We did look at a few other solutions, like building a knowledge base within the CRM, but we wanted to be able to invite others within the company to access the information within Helpjuice, without having to pay for access to the CRM as well. 

Why did you decide to use Helpjuice?

Helpjuice was competitive in pricing and also had robust features that we were looking for. Not only is it very advanced - but it's also very easy to use and learn once you start creating articles. I also appreciated how hands-on Helpjuice was when initially setting up our knowledge base. I sent them our logo and color hex - and they went away and started to design the look of the page. It was really important to us that our internal knowledge base reflects the brand - and they succeeded! 

What's your favorite Helpjuice feature?

I really love that I can set articles to publish in the future and expire on a certain date. This is especially helpful for promos, or news that I know will expire/not be relevant on a certain date. It makes combing through articles for accurate information in the future that much easier. 

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

I was looking to create an internal knowledge base to have as a resource as we moved our care team in-house to an outsourcing solution. We were receiving over 100 questions a day from our agents to our team leads, and now we see around 20-30 questions per day. Now that my leads can focus on operational tasks, like running reports, coaching, and processing transactions, my team's service levels across the board are down by over 20% in those areas. 

What kind of an impact has Helpjuice had?

Through our chat platform, our agents ask 75% less questions than before. We also look at what questions are coming in through the chat as inspiration to create our new internal articles.