Panda, a rapidly expanding B2C platform, faced a common problem: customers frequently contacted support with basic questions that could be solved independently. With a growing user base and increasing product complexity, the need for a clear, accessible, and centralized knowledge base became critical. Without one, customers experienced longer wait times, slower resolutions, and a less satisfying user experience.
“We wanted our customers to quickly resolve common issues themselves, without waiting for support, and maintain confidence using our products.”
Before Helpjuice, Panda had tried building their own learning platform, drafting detailed guides and organizing content into a basic knowledge base. While this DIY approach taught the team valuable lessons, it required excessive time, manual maintenance, and offered limited search functionality.
Helpjuice stood out because it allowed Panda to scale their knowledge base professionally while keeping it easy to maintain and user-friendly. Key factors in their decision included:
“Helpjuice made it easy to provide high-quality, organized learning resources. The platform is intuitive for our team and our customers alike.”
Since implementing Helpjuice, Panda observed measurable improvements:
By making information easily searchable and adding multimedia guides, Panda has improved the learning experience, allowing users to follow step-by-step instructions with clear visuals.
“Customers can now troubleshoot and resolve most issues on their own. This has significantly decreased the number of basic inquiries we receive.”
These tools combine to create a seamless, engaging, and highly effective self-service experience.
Panda’s knowledge base has evolved from a simple learning document into a core part of customer experience. Customers are now encouraged to consult the knowledge base first, which has accelerated problem resolution and enhanced satisfaction. Support staff can focus on complex inquiries, improving the overall service quality.
By continuously updating content to match new software versions, Panda ensures that users always access accurate, practical guidance. The Helpjuice knowledge base has become the platform’s go-to resource for learning, troubleshooting, and training—supporting both customer autonomy and operational efficiency.
“Helpjuice has transformed the way our customers learn and resolve issues. It’s not just a knowledge base—it’s a key part of our service strategy.”
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
.png){kind=logo}
