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Food-delivery Giant Shipt.com Scales Customer Support Using Helpjuice

Quick Overview

Industry: IT Services
Location: Birmingham, AL
Team Size: 2,000 - 5,000

"Before Helpjuice, our support was overloading and cutting down on our ability to provide personal, efficient service." – Ross S., Director of Growth

Industry: IT Services
Location: Birmingham, AL
Team Size: 2,000 - 5,000

IT Services

(2,000 - 5,000 people)


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

The daily volume of member and shopper inquiries was overloading our support team and cutting down on our ability to provide personal, efficient service. We were also running into the issue of doing the same work multiple times when we weren’t able to effectively catalog and manage past troubleshooting experiences and our eventual solutions.


What's the purpose / goal of your KB?

Our knowledge base needs to cover a variety of topics across multiple audiences. We have both shoppers and members who use our support resources and need to keep relevant information for each group well organized and separated. It needs to be easily searchable to answer inquiries more quickly and easily updated so that it can evolve as we scale Shipt and aim to provide a consistent support experience.


Why did you decide to use Helpjuice?

After trying others, we realized we needed the ability to fully customize the design.


What solutions did you approach/try, before deciding to go with Helpjuice?

We also tried UserVoice but it wasn’t customizable enough for our immediate needs and long-term goals.


What kind of an impact has Helpjuice had on your company?

Helpjuice trimmed down the number of member and shopper support inquiries we were fielding and the amount of time spent on each interaction. We’ve also been able to onboard team members much more efficiently by having a central bank of support resources.

What's your favorite Helpjuice feature?

The speed of the search feature is key for our service considering we have too much content to display without a easily navigable and highly functioning search. 

We also use the Helpjuice API to surface FAQs in our member and shopper apps for additional support touchpoints.

 

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