"We've reached a higher level of interaction with the community as the articles we posted raised questions for improvement on some of the features of the platform since users could understand them better and offer us more eloquent feedback on the issues at hand. - Customer Operations Manager"
Currently, our goal is to document and store all of our internal processes and procedures within HelpJuice to be easily accessed by any employee with the right privilege to view them. We're an established presence in the cybersecurity market. Having a properly configured and populated Knowledge Base for our employees is key since procedural documents come into play more and more with our B2C and B2B interactions. Ever been pinged at 3:00 AM for an issue or procedure you already explained 5 times? Yeah. Sometimes, our workdays get cluttered with private messages about issues and procedures that can easily be documented and made available for all those concerned, cutting down on superfluous communication, repetitive explanations, and multiple timezone availability issues. We already see a big improvement with the current amount of documents we added to the Knowledge Base and are sure we will see an even bigger improvement once every single process is documented.
We've tried Confluence before, as it was part of our package with JIRA. We weren't actively searching for a public Knowledge Base but it was nice to have. However, Confluence felt very rigid in what it could do for us. There was absolutely minimal customization, the editing tools were poor in comparison to the vast options on HelpJuice, and we couldn't even select between Markdown and Editor style of writing. It was very restrictive and the addon model that Atlassian use brought only headaches and fears for security breaches since most of the time you have to give the addon access to the whole product, many of these coming from shady developers.
We decided to use HelpJuice because of how easy it is to interact with the HelpJuice team and use the product. On the administrative side, everything is clear and accessible and the myriad of security and customization controls allowed us to be flexible as we grow. Other companies seemed to pre-package every single configuration option into addons, plugins and extra payments, which didn't align well with our mentality and needs.
Unlike Confluence and other Knowledge Base products, I love that with HelpJuice I can literally customize anything I need. This applies well to our growth pattern. We've grown exponentially as an educational service since our inception, and HelpJuice has not only allowed us to stay in trend with the current changes to the online teaching environment but also rebrand and improve constantly as we grow and reach a bigger target audience. Even with HelpJuice set as our Internal Knowledge Base, we're still reaping the same benefits as if it was our public one, but rather than focusing on user education and platform documentation, we're focusing on on-boarding and creating effective, clear, and well-organized procedures that are available to all who need them. The customization part has been key in this approach, allowing us to quickly convert our KB from public to internal in a way that makes sense for all employees, both technical and operational.
Our journey with HelpJuice is quite a long, bifold one! We were initially looking for an easily readable, easily manageable Knowledge Base for our users. We needed to explain how our products work. A large portion of our user base was reaching out through the support system with questions related to simple or complex platform features and how to navigate them, which created a large overhead for our technical support team. After switching to HelpJuice, we fell in love with how easy it is to manage and write new articles, split them into categories and directories whichever way we needed, and how granular the controls for article visibility and SEO are. After switching to Intercom as our new Support tool and porting over our old HelpJuice Knowledge Base within the Intercom tool, we've kept our HelpJuice and switched it over to an internal Knowledge Base. We've previously had an issue with onboarding new personnel due to how separated all of our documents, procedures, how-to's, and tool lists for newly onboarded colleagues were. With the help of the HelpJuice dedicated KB customization team, we quickly and easily made this conversion a reality, offering each department its own workspace with all documentation, both technical and operational, present and visible to those who should have access to it.
During the customer interaction phase: - We've reduced customer churn with HJ by 20% by having a well-documented platform. - We've reduced our incoming support tickets by 15% and avoided repetitive, simple questions about the platform's functionality. - We've reached a higher level of interaction with the community as the articles we posted raised questions for improvement on some of the features of the platform since users could understand them better and offer us more eloquent feedback on the issues at hand. During the internal phase: - We've been using it to onboard 100% of our new hires, giving them the much-needed insight into the platform's inner workings. - We've standardized 50% of our procedures that were previously dictated through chat and other interactions, which caused confusion. Now they're all available in detail for everyone who requires them. - We've coagulated 100% of our documentation, technical and operational, in a single place where they're all easily accessible and editable. - I cleared my schedule by 50%, removing unnecessary interactions over issues that we've had before and know the solution to.