How Elmer Roderick Bool of Master Builders Association of Victoria Leveraged Helpjuice to Reduce Support Time by 30 Percent

The Master Builders Association of Victoria (MBAV) is a not-for-profit organization that provides a range of services to builders and tradespeople in the state of Victoria, Australia. Elmer Roderick Bool, a Database Expert at the MBAV, was looking for a way to centralize the organization’s support and how-to articles and documentation. After evaluating several options, Elmer decided to go with Helpjuice.

“We liked its ease of use and its very polished-looking interface,” said Elmer. “We almost tried knowledge bases in WordPress but we didn’t have the time to set it up when we needed it. HelpJuice got us started very quickly.”

The goal of using Helpjuice was to make it easy for anyone in the organization to create helpful content as well as share them with others. Elmer has been particularly pleased with the WYSIWYG article editor and the ability to add videos, as well as the very professional-looking interface and the way it’s been adapted to match the company website.

By leveraging Helpjuice, MBAV has been able to dramatically reduce their support time. According to Elmer, “We’ve seen a 30 percent reduction in support, and our issues are now resolved three to five times faster.”

This means that MBAV’s customers are now able to get their problems addressed and resolved much faster, giving them a better user experience and boosting customer satisfaction.

How Helpjuice Has Streamlined MBAV’s Support Process and Improved User Satisfaction

Before Helpjuice, MBAV’s support process was disorganized and inefficient. It was difficult to find the right information, and customers often had to wait a long time for a response. By leveraging Helpjuice’s knowledge base and article editor, MBAV has been able to streamline their support process and improve user satisfaction.

The WYSIWYG article editor has been a particularly useful feature for MBAV. Elmer stated, “The WYSIWYG article editor makes it easy for anyone in our organization to create helpful content. We can easily add videos and other multimedia to our articles, which helps to make our knowledge base more engaging and useful for our customers.”

The Helpjuice knowledge base has also been adapted to match MBAV’s company website, which has helped to create a more professional and unified look. Elmer stated, “The professional-looking interface has been a great help in improving our customer experience. Our customers now have a seamless experience when they visit our website and our knowledge base.”

The Results: Reduced Support Time, Improved Customer Satisfaction

By leveraging Helpjuice, MBAV has been able to dramatically reduce their support time. According to Elmer, “We’ve seen a 30 percent reduction in support, and our issues are now resolved three to five times faster.”

This means that MBAV’s customers are now able to get their problems addressed and resolved much faster, giving them a better user experience and boosting customer satisfaction.

Conclusion

The Master Builders Association of Victoria (MBAV) was looking for a way to centralize their support and how-to articles and documentation. By leveraging Helpjuice, MBAV has been able to dramatically reduce their support time and improve customer satisfaction. The WYSIWYG article editor and the ability to add videos have been particularly useful features for MBAV, as has the professional-looking interface adapted to match the company website.

Elmer Roderick Bool, a Database Expert at the MBAV, concluded, “Helpjuice has been an invaluable tool for us. We’ve been able to dramatically reduce our support time and improve customer satisfaction. I would highly recommend Helpjuice to any organization looking to streamline their support process.”