"We've only been using it for a few days, but the overall speed/efficiency with search and slack integration has already made a significant difference" – Dennis, N., CEO
Due to rapid growth in the business, our support volumes had increased around 1100% over a period of just 18 months. We investigated our existing setup, which was built within WordPress and found it to be inadequate for purpose - it was slow, bulky and the search accuracy was horrendous. In line with this, we also wanted to provide our clients 'suggestions' when they are contacting us to raise support enquiries - in doing so, we are able to (using HelpJuice) hook into their endpoint with some basic Javascript to present our clients with 'suggested articles' just before they contact us, thus reducing the amount of enquiries received.
The aim of switching was to provide a significantly better user experience for clients trying to 'self-help', thus allowing us to reduce the number of enquiries raised through our support channels.
After careful consideration, we found that Helpjuice was by far the most attractive product in a number of areas. We use our own helpdesk, and noticed many KB providers would offer this bundled - we didn't want, nor need those features and were more focused on performance, cleanliness and simplicity. I arranged a call with the CEO, who was a great guy - genuinely couldn't have helped us more which is refreshing!
WordPress, which is how our existing system worked. We had also benchmarked a number of other alternatives - none of which weighed up with HelpJuice.
We are in the early days, but already we can see from our analytics, the Slack integration and just the overall speed / efficiency of searches that just internally its made a significant difference. We are rolling the changes out to our clients currently, and can say with 100% confidence they will love the upgrade!
Great work, great company ethics and all around superstars.
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