“Helpjuice didn’t just give us a knowledge base — it gave our agents confidence. The average handling time dropped by over a minute, and our QA scores soared to 96%.” — Julie Barton, Director, Global Training and Communications
FableticsOS, a fast-growing brand operating in the fashion and activewear industry, is known for delivering high-quality athletic wear and personalized shopping experiences. Headquartered in El Segundo, California, Fabletics serves millions of members worldwide and operates with a strong focus on innovation, sustainability, and customer-centricity.
As the company scaled globally, ensuring timely and accurate knowledge sharing across its agent network became increasingly challenging. Julie Barton, Director of Global Training and Communications, recalls:
“On average, we receive nearly 50 new or updated articles each week from our brand partners. These updates cover policies, processes, and urgent issues that must be rolled out quickly. Getting this information to every agent in time was a major challenge, and we risked inconsistent delivery and slower resolutions.”
After testing several solutions and conducting multiple internal projects to enhance their existing knowledge base, FableticsOS realized that their current platform could not keep up. Searchability was slow and inaccurate, article creation was highly manual, and vendor troubleshooting consumed valuable management time.
According to Barton:
“What caught our attention with Helpjuice was its simplicity and user-friendliness. It offered intuitive features like powerful search, streamlined content creation, and categorization. Most importantly, it fit our vision for a scalable knowledge solution.”
After a pilot program, the results were clear: Helpjuice was the right choice. Adoption rate? A resounding 100%.
The pilot results exceeded expectations and gave FableticsOS the confidence to roll out Helpjuice globally:
In June 2025, FableticsOS conducted a focus group discussion (FGD) with agents to gather feedback. The results were overwhelmingly positive — 90% of participants praised the faster, smarter search, comparing it to “using Google.” Agents also highlighted the power of keyword tagging and AI integration in making search faster and more accurate.
Barton adds:
“From an admin perspective, the feedback functionality has been transformative. It allows us to categorize feedback and continuously improve content quality. From the agent’s side, they love the fast search, Swifty AI, and intuitive navigation. It’s made them more confident and productive.”
By centralizing and streamlining knowledge with Helpjuice, FableticsOS has achieved more than just operational efficiency. They’ve built a foundation for long-term scalability and agent empowerment:
Barton reflects on the bigger picture:
“Helpjuice has helped us cultivate a culture of knowledge excellence. Our agents feel more confident, our processes are more efficient, and ultimately, our customers get better experiences.”
With measurable improvements in efficiency, accuracy, and satisfaction, FableticsOS has turned its knowledge base into a competitive advantage.
Helpjuice helped FableticsOS achieve:
Imagine what it can do for your organization. Start your journey with Helpjuice today and empower your teams with the knowledge they need to succeed.
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
.png){kind=logo}
.png)
