How Protel has more than 1500 avoided support cases in 4 months thanks to Helpjuice

Quick Overview

Industry: Hotel Technology Solutions

Location: Germany

Team Size: 250

"Thanks to Helpjuice, we're writing articles 2x faster, and have helped 70% of all people that searched the knowledge base" – Martin Drenkelfort, Sr. Technical Writer

Industry: Hotel Technology Solutions

Location: Germany

Team Size: 250

Hotel Technology Solutions

(250 - 500 people)

What's the purpose/goal of your KB?

Our knowledge base is designed to help customers familiarize themselves with the operation of our software. It is intended to solve general and specific questions and to be the first point of contact when a customer needs help or needs to solve a problem. As a result we want to reduce support requests and increase customer satisfaction.

What solutions did you approach before you decided to go with Helpjuice?

We were using Adobe Robohelp for years. Because it is very complex we were looking for a more simple, cloud-hosted solution. We also tested Help Scout, but did not like the user front end and the limitations in customization. We also thought about using Atlassian Confluence as a help system, but it's far too slow and the add-ons for Confluence are far too expensive.

Why did you decide to use Helpjuice?

Helpjuice is very easy to use, anyone can work with it immediately! The customizing possibilities are endless and still inspire us! It is a modern tool, which makes other known applications look really old. Before we made our decision, we were very well advised by the Helpjuice sales team. Also the possibility to use and test a trial account immediately is a big plus!

What's your favorite Helpjuice feature?

In Robohelp it was always incredibly cumbersome to create a new help version. With Helpjuice I can publish or update any article with just one click, that's fantastic! Never before has the editorial work been so efficient. There are so many features which are super cool! I love the Article Planner: each request which is send by our customers via the contact form is logged as Article request - so we as Technical Writers get also direct feedback from our customers and can enhance the content of the KB. We also love the Analytics tool. This gives us the opportunity to constantly improve and further develop the KB - and to increase the satisfaction of our customers!

What problem are/were you looking to solve with Helpjuice?

We were looking for a new help platform for our customers. In particular, the platform needed to have a modern, responsive design and be simple to use. We also wanted a cloud solution that would make collaboration easier. And of course a self service center to reduce support requests.

Please include metrics what impact your KB has had:

 - We publish new articles 2x faster, which is amazing!

 - More than 1500 avoided support cases in 4 months!

 - 3 months after launching the KB more than 70% of searches were already successful

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