Enetel Solutions Overcomes User Support Challenges with Helpjuice

Enetel Solutions is a global software consultancy located in Belgrade, Serbia. Their team of experienced developers specialize in web and mobile development, as well as product design and marketing. In order to ensure their users had a great experience with their products, they sought a solution to make their training and new user enrollment process run more smoothly.

They chose Helpjuice to create a knowledge base and reduce the number of support tickets they received. After using Helpjuice, they’ve seen a reduction in support tickets by 20%, as well as an increase in new user adoption and a decrease in the amount of time spent on training.

“We had a problem where users reached out directly to our development team for help,” explains Nenad Pajovic, Technical Writer at Enetel Solutions. “With Helpjuice we point them to our knowledge center where they can find all information that they need. We also wanted to keep everything in one place, and Helpjuice is perfect for that. You can store help articles, videos, product information, etc in one place.”

Helpjuice also allows users to customize the look and feel of their knowledge base. “My favorite feature so far is the ability to choose a theme and customize the look and feel of your knowledge base,” says Pajovic. “The information architecture of the knowledge base is amazing, you can separate your content by the app version (mobile vs web), create a section for release notes, etc.”

The decision to go with Helpjuice was an easy one. “Helpjuice offered the best value for money,” says Pajovic. “The knowledge base that we created looks amazing, and the learning process was really easy. We also received amazing support from the sales and support team. They answered all our questions quickly and supported us in the trial period.”

Creating a "Single Source of Truth" with Helpjuice

The purpose of Enetel Solution’s knowledge base is to create a “single source of truth” for their app. “This means that all necessary info is available there, and there’s no need for any additional resources,” explains Pajovic. “With Helpjuice, we aim to educate our users and make their user experience as smooth as possible. We also love that there is a feedback option, which can help us gather feedback regularly and update our knowledge base frequently.”

Quantified Impact

Since enrolling their Helpjuice knowledge base, Enetel Solutions has seen a reduction in support tickets by 20%. They’ve also seen an increase in new user adoption and a decrease in the amount of time spent on training, with new users spending 4 hours fewer than before.

Conclusion

Enetel Solutions was able to create a “single source of truth” for their app, and reduce the number of support tickets they receive by 20%, as well as increase user adoption and decrease the amount of time spent on training. Helpjuice was the perfect solution for them, offering a great value for money and amazing support from the sales and support team.