When Leeps, a CTO-led MSP network infrastructure, outsourced their first and second line support, they knew they needed a tool to easily share their Standard Operating Procedures (SOPs) and customer related information. With a long list of competitors, they wanted to find a solution that was easy to use, customizable, and would solve their problem quickly. After trying multiple solutions including an integrated ITSM tool, Freshservice, Document360, KnowledgeOwl, and Stonly, Leeps chose HelpJuice and was able to get the basics of their knowledge base running in less than an hour. With the help of HelpJuice’s experts, Leeps was able to customize the layout of their knowledge base to meet their specific needs.
Before using HelpJuice, Leeps was sharing PDF files through email with their support partner, which often resulted in misaligned information and new versions of documents not being uploaded to the support portal. With HelpJuice, Leeps was able to cut out this manual process and all information was now quickly and easily accessible to their support partner. This enabled their support engineers to find information 40% faster, which lead to faster resolving times of incidents.
Richard Rensen, CTO of Leeps said: "HelpJuice was from the beginning really easy to use and the expert support to update the layout was a big plus. With the help of HelpJuice we have seen a 100% reduction in emails to the team lead of our support partner, which has enabled us to provide a much better customer experience."
By using HelpJuice’s knowledge base, Leeps was able to provide their customer service team with an up-to-date and comprehensive set of information that was easily accessible. This enabled their customer service team to provide their customers with quick and accurate answers to their questions, leading to higher customer satisfaction.
Richard Rensen went on to say: "We have seen a dramatic improvement in customer service since implementing HelpJuice. With the help of HelpJuice, our customer service team was able to provide accurate and detailed answers quickly and easily, which has resulted in an increase in customer satisfaction."
Leeps’ decision to use HelpJuice for their knowledge base has been a success. By implementing HelpJuice, Leeps has been able to reduce support engineer time, resulting in faster resolving times of incidents, as well as increase customer satisfaction by providing their customer service team with an up-to-date and comprehensive set of information. With the help of HelpJuice’s experts, Leeps was able to customize the layout of their knowledge base to meet their specific needs and get the basics of their knowledge base running in less than an hour.