" We have done demos with many organizations such as Zendesk, Confluence, Guru, and. However none of these companies had all of the features that we needed in one, it was as if they had different aspects of knowledge management that they focused on. "
The goal of Entrupy's knowledge base is to act as an internal repository of all operational and authentication information. To be used or referenced by our internal teams in order to complete various projects and day-to-day tasks. Entrupy is a world-leading authentication service that uses microscopic imaging and computer vision/ AI systems to authenticate physical goods. We also have support teams that need to be well-versed in various nuances of authentication.
We needed to develop Helpjuice as a place where team members can quickly and efficiently locate and use the information that they need. Building the articles and developing content within Helpjuice has also been a large project and undertaking, still ongoing for 3 years now. We have had to develop a scalable and streamlined procedure for creating articles as we need to categorize thousands of data points for all of the brands we support with our service. From getting team engineers to develop a script to batch-populate articles to crowd-sourcing labor from within our organization. There was no easy way to transfer and build content on such a large scale, but now we have developed over 2000 articles with over 1500 published. And are nearing the end of this full sprint for knowledge development.
Before deciding to go with Helpjuice we used to develop knowledge content by making PDFs, Google Docs/Sheets, Annotating Images and Categorizing data using Google Drive or Local hard drives. In the early stages of Entrupy's business development, this approach was more effective and useful for small volumes of information. But as we started to grow and scale the amount of data and knowledge that we had and were developing also needed to scale. Making PDFs whether it was for internal or customer-facing purposes was the main way for us to centralize and document knowledge/ information.
However, as the number of PDFs developed grew there needed to be a way to easily reference relevant information across various individual documents. For the support team taking many minutes to read through a PDF or Google Doc to find knowledge affects the overall SLAs. We have taken interim solutions such as updating our internal platforms to have some reference materials. However, this was static and not easily updated on the backend as it required engineering resources to make respective changes. We were previously using Google Drive as a knowledge repository for the PDF information however none of the content in the PDFs is actually searchable through this.
Before using Helpjuice we tried a number of various knowledge base-like companies. We have done demos with many organizations such as Zendesk, Confluence, Guru. However none of these companies had all of the features that we needed in one, it was as if they had different aspects of knowledge management that they focused on. But the approach wasn't what we needed at the time.
Initially, we did sign up and became a customer of Confluence because from all of the options they seemed to have the most flexibility and malleability of their service and product to match our organization's needs. However, the issue with Confluence was the usability of the platform and the workflow of developing the pages. It was highly time-consuming to develop a single page and did not offer many tools in the workspace. Many individuals in our organization who were working on Confluence found difficulty in understanding how to correctly use the platform. For the most part, it seemed to be oriented more toward developers and people with high proficiency in UI/UX and writing scripts. Eventually, we phased out of using confluence and ended the service when we did the demo for Helpjuice and were able to develop articles successfully.
My favorite Helpjuice feature is the image annotation feature. This tool allows you to illustrate and annotate key areas within images. This is especially useful when dealing with microscopic images as it can allow for visual guidance on abstract images. The annotation tool is essentially used for all knowledge-related articles and an integral part of our article development workflow. There are thousands of articles that we have developed and hundreds more that we will develop using the annotation tool to enrich the knowledge. Unlike confluence whose annotation tools were very glitchy and difficult to use the Helpjuice annotation tools make it easy to edit/crop/ and markup images upon upload to the article.
I also like that Helpjuice enables unique customization of the web pages through the customization request feature. The Helpjuice team provides a dedicated UI/UX resource to complete and update your web pages to your liking. Having the ability to mockup, wireframe, and then test your design and workflow with the assistance of their team is an excellent resource. Helpjuice also has a lot of useful integration features as well such as Slack integration which allows users to create Helpjuice articles through Slack commands and messages.
We needed a way to organize, manage, and report on major aspects of data operations within our organization. Developing and executing various projects was becoming increasingly difficult without a platform to provide the infrastructure for the all-encompassing organization. We had a very ambitious roadmap for 2022 with over 100 analysis projects and 1000s of images to categorize and annotate. Helpjuice has enabled Entrupy to have an internal knowledge repository where users can reference all types of information and data.
Through building hundreds of articles with keywords to increase the searchability of content in October alone we were able to avoid 423 support cases. This has allowed for support operations to run smoothly. And as a result of this have been able to improve overall support SLAs by 15% for US support and 2% for Japan support teams.
Over the past year alone Helpjuice has enabled Entrupy to avoid over 3,200 support cases and was able to provide SOP, Knowledge, or training information for our internal teams. By developing various SOPs on Helpjuice that the team has been able to easily reference. We have seen an increase in user engagement by 47%. And an overall reduction of about 30% in support-related questions or requests.
Since January we have seen a 35% increase in the amount of test volume we have been able to handle. And as a result of this have been able to increase revenue for our business.
Helpjuice allows the support team to find results up to 4x faster than previous methods of searching PDFs and Google Drive content for answers. We have also been able to integrate Helpjuice into our Entrupy Training Program where articles are used for learning purposes. Through the consolidation of knowledge on Helpjuice we have also been able to streamline and decrease the time it takes to complete individual sections of the program by 10-15%.
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
