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"Thanks to Helpjuice, we reduced integration-focused support emails by over 30% and improved the accuracy of our information."- Critical Response Group's team
Welcome to the inspiring journey of Critical Response Group, a prominent player in the critical response industry. Headquartered in the bustling city of New York, Critical Response Group has been at the forefront of providing cutting-edge solutions to enhance emergency response systems nationwide. With a vast network of over 30 integration partners, they faced a formidable challenge - streamlining customer support for a diverse range of users.
Michael Mehlhorn, the VP of Marketing at Critical Response Group, paints a vivid picture of their predicament: "We were inundated with daily support requests, all revolving around the same set of questions from users scattered across the country. Our extensive integration network added complexity, making it essential to find a branded knowledge base solution that allowed us to categorize and sub-categorize information for each integration partner."
Amidst a sea of knowledge base solutions, Critical Response Group embarked on a quest for the ideal platform. After exploring various options, Michael and his team discovered Helpjuice. He explains, "What truly set Helpjuice apart were its exceptional customization options. We could not only create a branded look but also tailor sections, articles, and layouts precisely to our needs. It was the perfect fit."
Implementing Helpjuice was a game-changer for Critical Response Group. Within a short period, the impact was evident. Michael quantifies the transformation, stating, "Even in the early stages of setting up our knowledge base with Helpjuice, our team was able to establish a branded and organized system twice as fast as with other platforms."
He continues, "We created article templates and, more importantly, streamlined the organization of content, resulting in more straightforward and organized click paths for our customers. While we don't use it for ticket support, our knowledge base alone is on track to reduce integration-focused support emails by over 30%. The ability to edit and update data swiftly has also led to more accurate information, a critical aspect of our constantly evolving product."
Internally, the reception of Helpjuice was nothing short of fantastic. Michael shares, "Our team was amazed at how easy it was to set up our knowledge base, and it quickly rose to become one of the top tools in our operations arsenal. The speed at which we achieved value was remarkable, thanks in large part to the seamless onboarding support provided by the Helpjuice team."
When asked about his favorite Helpjuice feature, Michael is quick to respond, "I love the pre-built layout templates. They not only saved us a lot of time but also gave us invaluable insights into crafting an exceptional customer support knowledge journey."
Critical Response Group's knowledge base serves a crucial purpose. Michael explains, "With our knowledge base, we aimed to provide our first true self-service solution. It's a one-stop-shop for our customers to easily find the answers they need without having to contact us and wait for a response. Our biggest challenge is scale, as we have customers in nearly every state across the country. Offering personalized support to each one had become increasingly challenging, and Helpjuice has been instrumental in addressing this challenge."
Helpjuice has proven to be the catalyst for Critical Response Group's customer support transformation. Their knowledge base, powered by Helpjuice, has not only streamlined support processes but also significantly reduced integration-focused support emails, ultimately enhancing the customer experience. Michael Mehlhorn and his team at Critical Response Group have truly found their support solution in Helpjuice.
If you're facing a similar support challenge or seeking to revolutionize your customer support journey, consider Helpjuice. Just like Critical Response Group, you can experience faster setup, streamlined organization, and a significant reduction in support emails. Contact Helpjuice today and embark on your own success story!
