“With Helpjuice, we’re expecting to redirect over 60% of our support emails to our new, easy-to-use documentation. This is a game-changer for our team!” — Jasmin Auger, VP of Product and Technology at Splex Technologies.
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Splex Technologies, a leading B2B company headquartered in New York, specializes in creating intuitive platforms for enterprise clients. Despite their industry expertise, their legacy support system—a WordPress theme with outdated articles—was holding them back. Jasmin Auger, VP of Product and Technology at Splex, recognized the need for a modernized knowledge base (KB) to streamline support and improve client satisfaction.
“Our legacy support site had many outdated articles and very few use cases,” Jasmin explains. “We needed a solution to update our documentation, add relevant use cases, and provide clients with easy access to information, reducing reliance on our support team.”
With support email volume increasing and their clients’ end-users contacting Splex directly for issues like payments and registrations, it became critical to address these challenges efficiently. The goal was clear: create a robust knowledge base to redirect 60% of support emails while tracking user trends for continuous improvement.
Splex Technologies explored multiple options, including Intercom, HubSpot, and a revamped WordPress theme. HubSpot, though integrated with their CRM, proved too costly for their growth trajectory. Intercom lacked the depth of features required, and maintaining a self-hosted WordPress instance was no longer viable.
“Helpjuice stood out for its robust feature set and scalability,” says Jasmin. “The platform offered everything we needed at a reasonable price, and the responsiveness of their WYSIWYG editor was a huge selling point.”
Among Helpjuice’s standout features, one innovation truly revolutionized Splex’s workflow: Wizardshot. “Wizardshot is a real time-saver. Our old documentation was barely maintained because adding screenshots was too time-consuming. Now, it’s effortless,” Jasmin shares.
The initial hesitation due to platform latency was quickly resolved, and Splex embraced the seamless integration, exceptional customer support, and customization that Helpjuice offered.
With Helpjuice, Splex launched a brand-new knowledge base tailored to their needs. By leveraging AI-powered search and user behavior tracking, they gained actionable insights to continually refine their documentation. Key features included:
“The platform’s ease of use and support from the Helpjuice team made implementation seamless,” Jasmin notes. “We’re already seeing a significant impact, even in these early stages.”
Splex estimates that their new knowledge base will redirect over 60% of support emails to documentation, significantly reducing the workload for their support team. Another 20% of inquiries will lead to article adjustments or new use cases, ensuring continuous improvement.
Although ticket numbers remain steady for now, integrating the KB into their platform in 2025 is expected to drive a more substantial reduction. Meanwhile, the ability to track popular articles and user searches is already shaping platform enhancements and new features.
“Helpjuice has made the process so much easier for us. Our clients now have faster access to answers, and we’re better equipped to address their needs.” — Jasmin Auger, VP of Product and Technology at Splex Technologies
Splex is just getting started with Helpjuice. The next phase involves deeper integration of the knowledge base into their platform, leveraging AI features to further streamline support and reduce ticket volume. The scalability and customization of Helpjuice ensure it will continue to meet Splex’s growing needs.
“Our goal is twofold,” Jasmin explains. “We want to empower clients with self-service tools and use the insights we gather to improve our platform. Helpjuice is helping us achieve both.”
Helpjuice has transformed Splex Technologies’ approach to customer support, delivering measurable results and laying the foundation for scalable growth. With a powerful platform, innovative features like Wizardshot, and exceptional customer service, Helpjuice has become an indispensable tool for Splex.
“Helpjuice is more than a platform; it’s a partner in our success. Their team’s support and the tool’s capabilities have exceeded our expectations.” — Jasmin Auger, VP of Product and Technology at Splex Technologies
