.png)
“We went from needing two or more people to manage the Help Center to just one. Our writer is now helping other teams too — that’s a 100%+ efficiency gain.” — Director of Customer Success, Qatium
Qatium is a global SaaS platform revolutionizing water management through real-time simulations, collaboration, and smart analytics. As a freemium product with a rapidly growing user base, Qatium faced a significant challenge — how to provide high-quality, scalable support without increasing overhead. “We want users to get access to accurate, timely, and helpful information about our product,” said the Director of Customer Success. “But as a freemium platform, we can’t provide unlimited human support to everyone.” The company needed a robust knowledge base — one that could serve users directly, but also fuel Qatium’s own AI assistant, Q, to provide contextual support inside the product.
Before Helpjuice, Qatium had tried multiple tools including Zendesk, Confluence, and Hubspot. None of them fully met the needs of the team. Zendesk was costly, difficult to update, and too complex for a lean operation. Confluence wasn’t intuitive for content authors, and Hubspot lacked the depth needed for structured knowledge management. “We needed something intuitive and purpose-built for documentation — not just another add-on,” the Director explained. As a lean team, they needed a solution that wouldn’t require developers or constant upkeep just to publish content.
“Helpjuice stood out as the most aligned with our goals,” said the Director. With modular content editing, markdown support, and intuitive review workflows, Helpjuice provided the structure and flexibility that Qatium needed. “Unlike Zendesk, where we had to write HTML or use custom classes to format articles, Helpjuice lets our team build clean, consistent content without coding.” The switch to Helpjuice didn’t just ease content creation — it streamlined content review. “We recently expanded licenses so our subject matter experts can easily contribute and review content before it’s published.” The result? Faster publishing cycles and greater cross-functional collaboration.
While still early in deployment, the efficiency gains were immediately noticeable. “We went from needing two or more people to manage the Help Center to just one,” said the Director. “Our writer is now so efficient they also support other teams with content and copy.” This 100%+ improvement in resource efficiency is helping Qatium get more out of the same team, without compromise. Even more exciting is the synergy with their AI assistant, Q. “Helpjuice powers the knowledge base that our AI assistant accesses in real-time. The content has to be clean and accessible via API, which Helpjuice enables beautifully.” As usage ramps up, the team is looking forward to using Helpjuice analytics to understand what users are searching for and what gaps exist — making the knowledge base not just reactive, but proactive in guiding product support and development.
.png){kind=logo}
