Averhealth cut their support tickets by 30% using Helpjuice

Quick Overview

Industry: Mental Health Care

Location: USA

Team size: 201 - 500

"Helpjuice provides us a knowledge base that is easy to navigate and searchable for our users to become smarter and more independent. - Stephen Smith, IT Manager"

Industry: Mental Health Care

Location: USA

Team size: 201 - 500

Mental Health Care

(201 - 500 people)

What's the purpose/goal of your KB?

We are looking to give our customers all of the tools to succeed and learn to use our software system. By doing this, we will cut down support tickets and be able to use these analysts in other areas to improve the application.

I think people like to learn and people dislike having to rely on others to solve their problem. By coming up with an application specific knowledge base, we solve both of those problems.

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

Teamwork Desk is our current ticketing system, and while they do offer a Knowledge Base, it is nowhere near the level of Helpjuice. We have a proprietary application that is secure, so our knowledgebase had to be secure as well. Helpjuice provided these features, whereas Teamwork Desk would have been open to the entire public.

Other ticketing solutions, Zendesk, Freshdesk, etc all offer Knowledgebasese as an add-on. Helpjuice from what I saw, was the best standalone / dedicated knowledgebase. Having the focus being on the knowledgebase really shows their dedication to what their customers are trying to accomplish.

Why did you decide to use Helpjuice?

Helpjuice offers great pricing, and their sales/leadership team were fantastic during the entire process. The ability to fully customize the knowledgebase and have Helpjuice do this took the burden off of Averhealth and this became a project that could be moved to the front of our list.

To be honest, we did not look at many other customers. Once we had our demo with Helpjuice, the conversation shifted from who will help us to how do we get on board with Helpjuice and make this work for us? It was an incredibly easy process, and the Helpjuice programmers, sales team, and leadership were all involved in making sure I was as happy as can be.

What's your favorite Helpjuice feature?

The analytics will prove to be useful after we go live, but for now my favorite feature is to have a glossary. We use very vague industry specific terminology (i.e., one company calls something x and another calls it y). To be able to define what I am saying and link it to what others might reference it as is a gamechanger.

Additionally I love the search. Again, we have industry specific terminology, so adding known synonyms to the articles I am creating will make searching much easier for our users / customers.

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

We had no existing knowledge base and Helpjuice offered a solution that was smart, good looking, and most importantly a great partner to have. We receive around 500 support tickets a week, spread across 3 individuals. The burden of answering, following up, and providing excellent service has become too much for these 3 individuals.

While noticing that most of our tickets follow a general theme, it was wise to implement a knowledgebase that would be easy to navigate and searchable for our users to become smarter and more independent. Helpjuice provided just that - and their solution is excellent.

What kind of an impact has Helpjuice had?

We are expecting 30% reduction in support, which again is two fold - this will either cut overhead or allow our analysts to spend time on improving the application and providing better customer service. 

Additionally the customer feedback about what articles will be helpful, and what features they would like to see in our application will allow us to find known pain points and improve our system. As we do all development work in house, this feedback is incredibly valuable to us.

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