How TradeSkillMaster.com Increased User Retention by 16% with HelpJuice Knowledge Base

TradeSkillMaster.com is an online platform for trading in-game items and currencies for massively multiplayer online games. They provide a comprehensive suite of tools for gamers to maximize their profits and improve their gaming experience. Mike Louth, Community & Support Manager at TradeSkillMaster.com, was looking for a way to increase user retention. The product was challenging to use, and Mike had no way of knowing if the available content was useful, or if users were able to find what they were looking for. He needed a solution that could provide users with the help they needed and give him feedback on what content was being consumed.

The Challenge

Mike had to find a way to quickly create and publish help content that would be easily accessible by users. He also needed to be able to track usage and understand what content was being consumed. The challenge was further compounded by the fact that Mike had limited resources and no CRM integration. He needed a solution that was affordable and allowed him to customize the underlying code for a pixel-perfect knowledge base.

The Solution: HelpJuice Knowledge Base

After looking at several options, Mike chose HelpJuice as his knowledge base solution. Not only was it affordably priced, but it also allowed him to customize the underlying code for a pixel-perfect knowledge base and provided him with analytics to understand what content was being consumed. According to Mike: “HelpJuice provides a very well priced public-facing knowledgebase-as-a-service product. All other options were built on a CRM integration which I did not need or charged more for a minimum number of 'team member seats' which I do not have. Other options also seem to be very restrictive on what you can customise in terms of branding and even page structure, HelpJuice lets you go under the hood and modify the underlying code for a pixel-perfect KB.”

Results

Since launching a knowledge base with HelpJuice, TradeSkillMaster.com has seen a 16% increase in the number of daily users of their product, plus a threefold increase in visits to the knowledge base. Mike is also able to quickly publish and edit articles in response to user behaviour in real-time. He says: “The analytics are superb, I know exactly what my users are searching for in real-time and because content creation is so easy I can publish and edit articles in direct response to user behaviour on the site.”

Conclusion

By using HelpJuice’s knowledge base solution, TradeSkillMaster.com was able to increase user retention by 16% and triple the number of visits to the knowledge base. Mike was also able to quickly publish and edit articles in response to user behaviour in real-time, and get valuable feedback on what content was being consumed. Mike is thrilled with the results he has seen with HelpJuice and recommends it to anyone looking for a comprehensive knowledge base solution.