Outsourcing and Offshoring Consulting Managed Reducing Training Time by 30% With Helpjuice

Quick Overview

Industry: Outsourcing and Offshoring Consulting

Location: Philippines

Team size: 100 - 500

" We like the fact that Helpjuice is Admin & User friendly, while being super customizable." - Kheem Jude Ramos, Training & Development Manager, Altair Global Solutions

Industry: Outsourcing and Offshoring Consulting

Location: Philippines

Team size: 100 - 500

Outsourcing and Offshoring Consulting

(100 - 500 people)

What's the purpose/goal of your KB?

Reduce Training Time. AGSKB can help AGS to deliver on-demand training, which can be a more efficient and impactful way for our learners to learn. While the Training team may still lead some training sessions in real-time, they can upload training materials including a video recording of the session and other related sources to our knowledge base. When all materials in the knowledge base are searchable, employees can jump straight to the information that is most relevant to them. This enables people to learn–and reinforce what they have learned–in the flow of work, as time allows.

Knowledge Preservation after Training. AGSKB will help new hires to retain information by accessing our knowledge base at any time. 

Increase productivity. Think about how much our DCS spend looking for the information they need to support the consumer in a timely manner such as, Correct Rebuttals for every objection and pushback, How to process a payment, Correct tagging and account statuses, Compliance policy, Disorganized repositories and more. A knowledge base centralizes all knowledge, making it accessible and searchable. All our DCS will spend more time assisting their consumer promptly and providing resolution in a timely manner. 

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

We have evaluated some other Knowledge Base platforms like Doc360, Freshdesk, Crisp, and Atlassian, but we love Helpjuice so we choose to have HJ. 

Why did you decide to use Helpjuice?

We like the fact that it is Admin & User friendly, also this is cloud-based, and no need programming background to administer. Also, Helpjuice is customizable in all aspects like domain name & interface. 

What's your favorite Helpjuice feature?

Unlike Atlassian, Heljuice has the Accordion capability, and unlike Freshdesk, Helpjuice can restrict our KB by IP whitelisting.

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

We haven't had a centralized platform for documents, process updates,s and training material. Helpjuice increased our productivity, collaboration, and employee engagement. Those benefits of a knowledge base have far-reaching effects. When DCS is empowered to do their jobs faster and more efficiently, our company’s performance will benefit as well.

What kind of an impact has Helpjuice had?

We saw a 20% reduction in support requests, and SME and Team leads will no longer need to deal with generic questions.

A 30% improvement has been achieved in the specific areas where our agents have struggled, and we can decide what training intervention is needed by looking at what article they are using the most

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