T1 is one of the most forward-thinking platforms in the ecommerce ecosystem—bringing together online stores, shipping, payments, and AI-powered automation tools into one unified operating system. Based in a rapidly growing digital commerce market, T1 supports a wide range of online merchants who rely on its streamlined infrastructure to run, scale, and automate their business operations.
With such a broad scope—multichannel commerce, logistics, payment integrations, and automated workflows—T1’s internal operations demand clear, real-time documentation. Yet the company was facing a critical challenge: internal knowledge was fragmented, hard to update, and nearly impossible to maintain consistently as their platform expanded.
According to Natalia Ruiz, Head of Marketing at T1, “We needed a knowledge base that was intuitive, modern, aligned with our brand, and AI-powered. Something fast, scalable, and easy for everyone—both internally and for our customers.”
Before implementing Helpjuice, T1 relied on a combination of tools like WordPress and Brevo to store and share knowledge. While functional for simple content, these systems lacked the structure, speed, and usability needed to support T1’s expanding workflows.
Documentation updates were slow, uncoordinated, and often duplicated across teams. As T1 grew, its internal knowledge became increasingly scattered, creating several friction points:
- No unified source of truth — each team kept its own versions of guides, flows, and rules.
- High dependency on back-and-forth communication for authorship, approvals, and updates.
- Brand inconsistency due to manual formatting efforts and outdated articles.
- Slow article creation, requiring too many steps and too much editorial coordination.
- Difficulty scaling documentation as the platform expanded into more features and automation tools.
The impact was tangible: onboarding slowed down, new updates weren’t documented quickly enough, and support teams spent too much time answering internal questions instead of helping customers.
As Natalia explains, “Without strong documentation, teams spent more time solving issues, messaging became inconsistent, and onboarding new people took too long.”
After evaluating multiple solutions, T1 selected Helpjuice because of its unmatched combination of AI technology, customization, speed, and contributor-friendly workflows.
“We chose Helpjuice because it truly adapts to the speed and complexity of our operation.” says Natalia. “Other tools couldn’t match its flexibility, intuitive editor, permission controls, or the quality of the support team.”
Even before the official public launch of their knowledge base, T1 saw immediate internal improvements.
Helpjuice reduced the time required to create and publish knowledge base articles by over 40%. This sudden boost in efficiency came from:
- An intuitive, contributor-friendly editor
- AI-assisted drafting for faster first versions
- Smoother collaboration with clearer editing workflows
- Direct publishing—no technical knowledge required
One of the most unexpected—but highly impactful—results was the reduction in unnecessary communication loops. Helpjuice reduced inter-team back-and-forth by more than 60%.
According to Natalia, “Helpjuice centralized everything. Instead of Slack threads and email chains asking who should write what, everyone now knows exactly where documentation goes and how to update it.”
Helpjuice’s AI-powered chat has become T1’s favorite user-facing tool. It allows customers and internal users to simply “ask” for what they need and instantly receive the most relevant information.
“The AI chat makes the entire experience more interactive, faster, and friendlier. It eliminates the effort of searching manually—it’s a game changer.” — Natalia Ruiz, Head of Marketing
T1’s goal was to build a scalable, accurate, always-up-to-date knowledge base capable of supporting:
- Support teams
- Marketing teams
- Product managers
- Operations
- Engineering
Helpjuice became exactly that—a living system for rules, flows, scripts, processes, product knowledge, and onboarding materials.
As Natalia describes it, “We now have a single, unified information source that allows every team to work faster and more consistently. It’s become the foundation of our operational scale.”
T1 is still in the early stages of rolling out its Helpjuice-powered knowledge base to all users, yet the internal benefits are already dramatic:
- 40% faster documentation creation
- 60% reduction in internal communication loops
- Centralized documentation for all teams
- AI-powered search & chat for instant answers
- Improved alignment across Support, Product, Operations, and Marketing
- A scalable structure prepared for T1’s rapid growth
And they’re just getting started.
With Helpjuice, T1 is building a knowledge ecosystem that will reduce internal questions, speed up onboarding, standardize cross-team processes, and enable their platform to continue scaling without adding operational overhead.
“Helpjuice didn’t just help us build a knowledge base—it created order, speed, and clarity at a time when our platform is growing faster than ever. It’s the foundation we needed to scale intelligently.”
— Natalia Ruiz, Head of Marketing, T1
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
