" We are seeing a 30% reduction in phone calls and email tickets per month, the saved time allows us to work more proactively with our customers. "- Michael Tam, Technical Account Manager, Fujitsu
We are facing a high turn over rate in our customer service center, people either take the knowledge with them, or the new joiner won't be able to pickup the skills. The knowledge base helps us standardize and share our know-how.
We have tried to build our own knowledge base using static website generator. Because everyone in the team is very busy, we don't have extra time to maintain a static website, so we device to look for SaaS vendor, and HelpJuice meet our need.
We have evaluated other knowledge base platforms.
First, we try to avoid doing business with SaaS vendors who have complicated pricing. HelpJuice has simple and easy-to-understand pricing.
The customer success manager also offer us a data migration service, to help us migrate our existing knowledge base to HelpJuice, which speeds up our onboarding process.
Lastly, we are a tech company, and our developers love the RESTFUL API feature.
We love that HelpJuice has permission systems that different users have different views.
We have six customer services across Asia, our team has trouble maintaining consistent customer support for our customers.
Every customer receives the same level of support from our knowledge base. They don't need to wait until our operator assists them.
We also noticed phone calls and emails were reduced, and customers and operators got support from the knowledge base first.
We have been using HelpJuice for 2 months now, we are seeing a 30% reduction in phone calls and email tickets per month, the saved time allows us to work more proactively with our customers.