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"Helpjuice knowledge base platform services helped our team publish common questions and answers and other details our clients always seek. As a health insurance agency we receive high a demand of questions about policies that always change (annually). Publishing these questions and answers allowed us to help our clients answer their questions proactively." said Tarek El Ali, Managing Director of Smart Insurance Agents
Smart Insurance Agents is a health insurance agency based in the United States. They offer a range of services, from individual and family plans to employer-sponsored plans and group benefits. The company was looking for a way to improve their customer service and reduce the time it took to answer customer questions. After researching several knowledge base platforms, they decided to try Helpjuice.
As a health insurance agency, Smart Insurance Agents received a high demand of questions about policies that are constantly changing. Without a way to answer these questions proactively, their agents were spending too much time answering queries. This was resulting in longer ticket resolution times, and lower customer satisfaction levels.
Smart Insurance Agents decided to try Helpjuice as a way to manage their customer service queries. With Helpjuice, they could publish common questions and answers, as well as other details that their clients were looking for. They also deployed the Helpjuice Google Chrome extension, which allowed agents to look up answers from anywhere as long as they were in their browser. Finally, they used the floating feature on their site, where common questions pop up so users can search for an answers without leaving the page.
Since implementing Helpjuice, Smart Insurance Agents has seen a dramatic improvement in their customer service. On average, they are now responding to queries within 24 hours, compared to 73 hours before Helpjuice. This has allowed them to free up their employees’ time to focus on being more customer-centric. Additionally, agents are now able to serve more customers with a better turnaround time, leading to higher customer satisfaction.
“Here at Helpjuice we want to provide a hotel-like customer service experience.”-Tarek El Ali, Managing Director of Smart Insurance Agents
The benefits of using Helpjuice have been numerous for Smart Insurance Agents. The knowledge base platform has allowed them to provide better customer service, as well as improved efficiency and decreased ideal time. With Helpjuice, they have seen an increase in employee efficiency by 24%, while also reducing the ideal time by 10%. This has resulted in a 3x faster turnaround time for ticket resolution.
The translation component of Helpjuice has also been a great asset for Smart Insurance Agents. With the click of a button, they can have an article translated to a different language and published instantly. This has allowed them to serve a wider range of customers, regardless of language.
“I had a question initially on setting up a custom domain. I remember Emil, the CEO, picking up the phone and walking me through the process.”-Tarek El Ali, Managing Director of Smart Insurance Agents
Smart Insurance Agents has seen a dramatic improvement in their customer service since implementing Helpjuice. They are now able to resolve more tickets with a better turnaround time, leading to higher customer satisfaction. The platform has allowed them to publish common questions and answers, as well as provide a hotel-like customer service experience. With the help of Helpjuice, Smart Insurance Agents has been able to improve their efficiency, reduce the ideal time, and increase employee productivity.
