Databricks Saw a 20% Improvement in Ticket Closure While Using Helpjuice

Quick Overview

Industry: Software Development

Location: California, USA

Team size: 1,000 - 10,000

" I love that with Helpjuice I can quickly create an article, categorize it, and add tags for searching. Helpjuice import and text editor are amazing " - Cedric Law, Databricks

Industry: Software Development

Location: California, USA

Team size: 1,000 - 10,000

Software Development

(1,000 - 10,000 people)

What's the purpose/goal of your KB?

Using Helpjuice, we were able to remove manual processes and replace it with a more streamlined approach. Having a streamlined approach results in more KB articles being written and therefore we can deflect more cases by providing customers and our staff with a feature-rich knowledge base.

Our goal and purpose of using Helpjuice are to reduce the number of support tickets from our customers and to have a central knowledge base for our employees to navigate to whenever required. Having the ability to integrate with other third-party services makes it a very subtle but great addition to our existing tools such as Salesforce. We would like to see Helpjuice eventually be the #1 tool for our technical writers and support. Being the source of truth for the knowledge of our product.

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

As mentioned before, we tried our own KB system which involved many manual processes. We tried to use Salesforce which is just not designed to be used as a proper KB. We used GitHub in combination with markdown documentation as well, but this does not scale easily within support.

Therefore, we eventually decided to choose a dedicated KB tool. We have a lot of requirements and we had to choose a tool that integrates properly with other services. Helpjuice can be integrated with many third-party services, while also having an API available which fits most of our company requirements.

Why did you decide to use Helpjuice?

Helpjuice provides an integration with many third party services like SalesForce, Slack and SSO. Helpjuice also includes a Google docs like authoring system which makes it easy to compare changes with previous revisions. Last but not least, Helpjuice is very price competitive and with all the features Helpjuice provide, it is a very attractive service.

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 old knowledge base was maintained by a lot of manual processes. We were able to publish content, but it consumes a lot of time for the technical writing team. We were looking for a solution that streamlines these manual processes and simplifies the creation of KB articles.

Helpjuice promises to consolidate our workflow and our publishing tools into one single service. This helps our support team, technical writing team, and customers tremendously in assisting them with our product. Furthermore, due to the number of articles we have within our company, we needed a way to migrate this to the new platform. Helpjuice offered to migrate our data at no cost which was a very welcomed addition. 

What kind of an impact has Helpjuice had?

From experience and being a daily user of Helpjuice, for this month I was able to close roughly 8 tickets using solely Helpjuice. Another 3 tickets assisted me in resolving the case. I have to solve roughly 40 tickets a month. This is a 20% case deflection and 7,5% assistance. This number will grow as more cases are being put into HelpJuice. Of course, this is a single data point. But if you take a few steps back and x1000 these numbers, on average this makes a big impact on our company.

Furthermore, a significant portion of time (20%) is reduced because of the integration with Slack, Salesforce, and SSO. This means I don't have to leave these applications and the KB article suggestions during my cases are very helpful. The WYSIWYG implementation and pre-made templates are very helpful as well, allowing us to include code snippets and style the articles with ease.

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