What's the purpose/goal of your KB?

We wanted to...

• Improve self-reliant decision-making and efficiency of the organization.
• Preserve and maintain knowledge of the organization, and therefore minimize rediscovery of already gained knowledge.
• Create a Service Knowledge Management System (SKMS).
• Make our knowledge base simple, reliable, and easy to query, and have Team Members seek it first. 

Helpjuice has exceeded our expectations and has helped us to realize all of these goals.

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

We were using Zendesk before we switched over to Helpjuice, and considered Zoho Desk, and Stonly.

We moved away from Zendesk because we migrated our Helpdesk to NetSuite and found the knowledge base to be very clunky. Helpjuice provides a Zendesk integration which made the transition extremely easy.

Our evaluation of Zoho Desk and Stonly led us to Helpjuice because of the many features and cost-effectiveness of the solution.

Why did you decide to use Helpjuice?

Helpjuice offered a comprehensive solution for knowledge management at an affordable price. The Helpjuice Team had my site up and running and themed with our branding in less than 24 hours. Our Team was able to import all of our knowledge base articles from our legacy system without any outside assistance. The single sign on (SSO) option made it easy to connect Azure AD (or we could have used Okta) to make signing on easy for our Team members. 

The WYSIWYG editor with a ton of formatting options makes our articles look fantastic. The reporting and analytics feature helps understand what content is being used and what is languishing. The ability to create categories for structuring content is very easy and intuitive. Making content visible to Team members or customers based on context is brilliant.

Overall, Helpjuice offered the best value of all the solutions we evaluated with the greatest feature set.

Helpjuice has brought tremendous value to our Team and our entire organization. We continue to build our knowledge base out, and we are realizing the value that a structured knowledge system provides. Helpjuice was the right choice.

What's your favorite Helpjuice feature?

I love that with Helpjuice I can quickly create an article, categorize it, and add tags for searching to help my Team members resolve IT issues quickly.

The editor is excellent and has many format options. There is a new editor that is going to be even better, which we are currently using despite it being in beta.

Helpjuice’s import feature was amazing. We imported hundreds of articles very quickly and did not have to touch them afterward. The ability to integrate the system into our existing ecosystem was also very valuable and easy to complete.

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

Our IT Team lacked a central repository for our knowledge management activities. We wanted a system that would allow us to share knowledge, and make it available when needed to those who need it.

We were also looking to reduce our caseload. Prior to our Helpjuice implementation, we averaged over 600 cases per month. One year later our cases per month are average under 500 cases per month. 

Helpjuice has made it easy for our Team to document activities that are not performed on a regular basis. For example, we periodically must refresh our ERP Sandbox. We don’t do it often enough to have the procedure down pat. Helpjuice gave us a platform to present this information in a quick and easy-to-read the article.

We also use Helpjuice to assist with onboarding new Team members. We use the publicly facing Welcome page to walk a new users through setting up their home office with the equipment we provide.

What kind of an impact has Helpjuice had?

Thanks to Helpjuice we've seen a 20% reduction in the number of cases we receive each month. 

This has enabled our IT Team to focus on driving additional value into our organization and has reduced our support costs significantly.

Helpjuice has improved our ability to respond to incidents with documented repeatable instructions for both our technicians and our Team members. We use Helpjuice every day to deliver solutions and without it we would not have a structured knowledge management system.