"It was the best solution based on cost and usability" - Andrew Nicholls, Technical Support Lead at CBC Computer Systems
CBC Computer Systems is an IT service provider located in the United States. They provide IT services to businesses across the US and have an in-house technical support team of four members.
Faced with a growing number of repeat calls and emails on topics that could be easily documented, Andrew Nicholls, Technical Support Lead at CBC Computer Systems, was looking for a solution. He wanted to provide a space where customers could go to find commonly asked questions or some more detailed documentation for these issues.
Andrew needed a knowledge base that was easy to search, easy to update and easy to sort. After trying several solutions, he chose Helpjuice for its affordability and user-friendly interface. Helpjuice promised to port over all their current documentation and help customizing their knowledge base.
Andrew and his team have been using Helpjuice for more than a year now, and the impact has been huge. The overall time spent on calls has been reduced by 7.5%, and the quantity of cases has decreased by 6.04%.
Andrew’s favorite Helpjuice feature is the search feature, which makes it easy to create categories and subcategories. He also loves the online editor and the ability to easily import word documents.
The main purpose of the knowledge base is to provide customers with an easily searchable database they can use to find answers or provide the support team with ideas for new documentation. The feedback from customers has been very positive, and there has been a drastic reduction in duplicate calls and cases.
“Helpjuice has really helped us in this area. It was the best solution based on cost and usability. Other companies were much more expensive or less user friendly for our employees to use. We have seen a 7.5% reduction overall support hours taken on calls, and a 50% decrease in cases coming via Sales as more customers use the support submission on the knowledge base.” Andrew Nicholls, Technical Support Lead at CBC Computer Systems
CBC Computer Systems was looking for a solution to reduce the amount of duplicate calls and emails coming in. Helpjuice provided a user-friendly, affordable knowledge base that was easy to search and easy to update. They were even able to help port over all their existing documentation.
The results have been impressive. The overall time spent on calls has been reduced by 7.5%, and the quantity of cases has decreased by 6.04%. The feedback from customers has been very positive, and the support team has been able to spend more time with their customers on calls.
If you’re looking for a user-friendly, affordable knowledge base that can help reduce duplicate calls and emails, Helpjuice is definitely worth a try.