“Our knowledge base now sees over 8,000 visits a month with an 88% self-service success rate. Helpjuice has become a core part of our onboarding and training strategy.” — Aclaina Pacheco, Instructional Specialist, EarthRanger
Wildlife conservation is a mission that operates under extreme conditions—remote locations, unstable internet, and diverse user groups spanning multiple languages and technical skill levels. EarthRanger, a program under the Allen Institute for AI, provides software to conservation organizations to help protect endangered species and ecosystems worldwide.
But with growth came complexity. Instructional Specialist Aclaina Pacheco explains:
“When we set out to improve how we share knowledge with our community, our goal wasn’t just to reduce volume – it was to make knowledge accessible to a global, multilingual user base working in challenging environments.”
To achieve this, EarthRanger needed more than a static help manual—they needed an agile, multilingual, and user-friendly knowledge platform. This is where Helpjuice came in.
Before adopting Helpjuice, EarthRanger relied on PDF guides and direct support through channels as varied as WhatsApp, SMS, and even field radios. While these methods provided immediate help, they lacked scalability and consistency. The result? Increased workload for the support team and fragmented information delivery.
Aclaina recalls:
“Our old support system wasn’t just inefficient—it risked leaving users without the answers they needed, especially when connectivity was limited.”
Several tools were evaluated—Archbee, Document360, KMS Lighthouse, ClickHelp, and ZenDesk—but all fell short in either flexibility, multilingual capability, or ease of customization. Helpjuice stood out for its intuitive interface, powerful customization options, and ability to scale.
With Helpjuice, EarthRanger built a dynamic knowledge base that completely changed the way they deliver support and training. The impact was immediate and measurable:
Even though ticket volume hasn’t dramatically decreased—due to the complex nature of user needs—the time to resolution has improved significantly. Support teams now respond faster and more consistently by sharing direct Helpjuice links instead of retyping responses.
“Instead of rewriting explanations for every query, we send direct links to multilingual Helpjuice articles. This has reduced response time and improved the consistency of our support dramatically.” — Aclaina Pacheco, Instructional Specialist
The knowledge base has also become a cornerstone of EarthRanger’s onboarding strategy, helping new users and staff quickly adapt to workflows, features, and updates.
So why did EarthRanger choose Helpjuice over competitors? According to Aclaina:
“Helpjuice offered a rare balance of flexibility, customization, and support that fit our needs. Other platforms we tried were either too rigid or required developer expertise for simple changes. Helpjuice gave us the freedom to create a multilingual experience that truly serves our diverse user base.”
Key benefits that made Helpjuice the right choice:
Aclaina adds:
“One of the biggest advantages for us has been how customizable Helpjuice is. It doesn’t feel like a rigid system—we’ve built something that feels like EarthRanger, not a generic help portal.”
EarthRanger’s Helpjuice-powered knowledge base isn’t just a help center—it’s a strategic asset that empowers conservationists on the frontlines. By making knowledge accessible anywhere, anytime, EarthRanger is not only improving user satisfaction but also helping protect endangered species more effectively.
The numbers say it all:
With Helpjuice, EarthRanger ensures that their users—from PhDs to rangers in the field—have the guidance they need to use conservation technology effectively.
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
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