Attention: Overwhelmed by Support Tickets and Scattered Information

Based in Canada, Splex Technologie is a fast-growing company in the technology sector, specializing in innovative digital solutions that power collaboration and productivity across industries. Despite rapid growth, their customer service team faced a daunting challenge: handling more than 200 support emails every week, many of which revolved around repetitive, simple issues.

The team struggled with scattered documentation—information was buried in Word documents, PDFs, and even an outdated WordPress site with poor navigation and virtually no search function. As a result, customers often required time-consuming one-on-one meetings with the support team just to understand key features. This created frustration for both users and staff, limiting the ability to focus on complex, strategic requests.

“Before Helpjuice, our team was constantly overwhelmed by emails and 1:1 meetings to answer the same questions. It slowed everything down and was frustrating for everyone involved.” – Mélanie Bujold, Customer Service and Sales Coordinator at Splex Technologie

Interest: Searching for a Smarter Knowledge Management Solution

Splex Technologie knew they needed a centralized, user-friendly, and scalable knowledge base solution to reduce recurring support requests and give users more autonomy. After testing multiple options—such as WordPress-based documentation, Notion, and Confluence—the team quickly realized these platforms didn’t meet their needs. Navigation was clunky, search was ineffective, and analytics were missing.

That’s when they discovered Helpjuice. The platform stood out with its intuitive design, lightning-fast search functionality, and built-in analytics. Unlike generic documentation tools, Helpjuice is purpose-built for knowledge bases, making it the perfect fit for Splex Technologie’s growing demands.

“We chose Helpjuice because it was the only solution that offered a truly intuitive interface combined with advanced search and analytics. It makes documentation simple for us and seamless for our users.” – Mélanie Bujold

Desire: Transforming Support and Onboarding with Helpjuice

Since implementing Helpjuice, Splex Technologie has seen dramatic improvements in both efficiency and customer experience:

- 25% reduction in recurring support requests – nearly 50 fewer tickets per week out of 200+

- 30% faster response times – users now find answers instantly with Helpjuice’s search functionality

- 40% fewer one-on-one meetings – users resolve issues directly through documentation

- Onboarding speed doubled – new users become fully operational in half the time

- Hundreds of hours saved monthly – support teams now focus on complex, strategic issues

Beyond efficiency gains, the knowledge base also strengthened customer satisfaction. By empowering users to quickly find what they need, Splex Technologie eliminated frustration and created a smooth self-service experience.

“Helpjuice not only reduced our workload but also improved the overall quality of support. Users are happier, and we can finally focus on higher-value requests.” – Mélanie Bujold

Action: How You Can Achieve the Same Results

Splex Technologie’s journey demonstrates how the right knowledge base can transform an organization. By centralizing documentation, enabling instant search, and continuously improving through analytics, Helpjuice allowed Splex Technologie to scale without expanding its support resources.

If your team is struggling with repetitive tickets, slow onboarding, or scattered documentation, Helpjuice is the solution. Its easy-to-use interface, advanced search, and analytics make it the #1 choice for organizations that want to improve support efficiency and user satisfaction.

Ready to reduce support tickets by 25%, cut response times by 30%, and double onboarding speed like Splex Technologie? Try Helpjuice today and see the difference for yourself.