"Coming from both internal viewers as well as collaborators, we hear stories, almost daily, of how much easier it is to find what people are looking for so much faster - Greg Morrison, Manager, eLearning & Curriculum Design"
With our knowledge base, we are looking to reduce, if not eliminate, the amount of frustration our users experience when trying to find the information they need when they need it. Speed and accuracy are two attributes that are important to achieving success, but the Helpjuice platform is exceeding our expectations. This also applies to the collaborator's workflow, as well. Creating categories and articles could not be any easier. Furthermore, we have been able to convert some of our classroom books and print material into online knowledgebase articles, which is directly helping our bottom line as we are always looking for ways to cut costs. Plus, we no longer have to worry about outdated print materials and version control, since the platform helps us manage those concerns much more effectively. Finally, we are providing content in a way that our users prefer, by reducing the amount of paper and providing the same content online.
When we were in the discovery phase, we weighed using ZenDesk, but they could not compete when it came to cost and ease of use. We also participated in a few online demos with other companies, but none of the competition had the full suite of features, customer support, and value as Helpjuice. We even considered hiring programmers to build a custom solution, but then we found Helpjuice. After we weighed our options, we simply compared the pros and cons of each solution and Helpjuice overwhelmingly came out on top. We were then able to schedule an online meeting to address the areas of concern to get more information and, to our surprise, we learned that certain things that we thought would be a con, were actually non-issues with the Helpjuice platform.
Using Helpjuice was an easy choice. They were consistently ranked in the top five on many of the online rankings with many positive reviews. The Helpjuice team was very responsive and addressed all of our questions and concerns. Finally, the value that we saw in the platform compared to the price per year made choosing Helpjuice a no-brainer. Plus, their ability to provide custom design services is unheard of in this space. After signing our contract, Helpjuice continued to provide the top-notch support that we saw previously, which was a huge relief, as we know that some companies tend to forget about their customers once the check clears. With Helpjuice, we felt fully supported every step of the way.
Unlike a learning management system, the search capabilities in Helpjuice are second to none. Not only titles but the content in each article is scanned and included in the search results, which helps save time. In addition, we have saved a tremendous amount of time given that Helpjuice allows us to drag and drop a PDF into an article, and then all we have to do is minor formatting to get it to our liking. Even the options for Table of Contents, tables, importing of media, etc. are simple to use and really add to the user experience. But as awesome as these things are, I really love the fact that Helpjuice seems to have a solution for any use case. Their platform is very well thought out, their team is responsive, and they have the capabilities to overcome any obstacle that worries you. This rang especially true for us when we needed some of the pages to be customized, and the Helpjuice team did it, typically within 24-48 hours, and for FREE! Other companies would have required a statement of work and completed the work at a considerable expense, but for Helpjuice, this is just business as usual. Their team is truly amazing.
My company utilizes a learning management system (LMS) to store and share training material, however, we have found that finding content in our handbooks and manuals was a chore. All of our handbooks were in PDF format, and some had over 200 pages. We determined that using the tools in the Helpjuice Knowledge Base would allow us to better organize this material and make it searchable. Helpjuice has allowed users to find content up to +60% faster than what was previously possible. We have also seen a decline in support tickets by up to three per week. Most of all, the knowledge base allows our company to share the burden of updating our handbooks and manuals by allowing collaborators to access the articles and make changes in a more efficient manner.
Our data indicate that our users are reducing their search times by more than 60% thanks to the phenomenal keyword searchability. Although we were never inundated with support tickets, we have managed to reduce our content-related tickets by an average of three fewer per week. And, we are also saving 27% on printing costs by making so much of our content available online as opposed to needing to print books and other materials. Finally, although this does not directly show up in the data, we have had numerous conversations with teammates who have expressed how happy they are with the platform. Coming from both internal viewers as well as collaborators, we hear stories, almost daily, of how much easier it is to find what people are looking for so much faster. People are no longer intimidated to look for the content that they need.