Cabinets.com Finds the Perfect Recipe for Knowledge Management Success with Helpjuice
Unveiling the Power of Helpjuice in Organizing Information
Cabinets.com, headquartered in Louisville, Kentucky, has been a trusted name in the furniture industry for over a decade. Recognizing the need to stay ahead in customer service, Senior Director of Customer Service, Bryan Palomo, embarked on a journey to find a solution that could enhance team efficiency while providing a seamless customer experience.
Attention: As Bryan Palomo, Senior Director of Customer Service at Cabinets.com, puts it, "We were looking for an internal resource for the team to quickly utilize to improve knowledge, look up common questions, and refresh on SOP's. Helpjuice was the answer to our quest."
Interest: Why Helpjuice? Unlike traditional resources such as PDF handbooks, Cabinets.com opted for Helpjuice due to its unparalleled user interface. Bryan Palomo emphasizes, "The UI was incredible and something I haven't seen before. Helpjuice allowed me to control how the information is viewed and create easy-to-digest articles for team members to learn and grow."
Desire: Impact Metrics: Implementing Helpjuice had a transformative impact on Cabinets.com's customer service metrics. The average first response time on customer inquiries plummeted from 3.5 hours to an impressive 1.37 hours. Furthermore, the closed ticket efficiency soared from 48% to an impressive 67%, indicating a substantial improvement in issue resolution without the need for follow-up questions.
Action: Bryan Palomo's Journey: Before settling on Helpjuice, Cabinets.com explored various solutions, including PDFs, in-person education, and other knowledge base resources like Notion, OneNote, and Airmason. The decision to choose Helpjuice stemmed from its ability to amalgamate the best features of these alternatives without overwhelming the team with a plethora of tabs and sections.