"We’ve achieved a 97% ‘answer found on first pass’ rate—Helpjuice gives us the insight to know our content is working." — Josh Arrigoni, Trainer at TCL
Imagine having thousands of support articles—and being able to track which ones work, how they’re used, and how quickly they deliver value. For TCL, one of the world's largest consumer electronics companies, this isn't a dream—it’s their daily reality thanks to Helpjuice.
Founded in China and now operating across over 160 countries, TCL is a globally recognized brand in the television, mobile, and smart home device markets. Known for innovation and affordability, TCL continues to push the boundaries of technology with a sharp focus on user satisfaction and efficiency in support operations.
Meet Josh Arrigoni, a Trainer at TCL. His role involves not only building and maintaining the company’s knowledge base but also ensuring it serves both internal agents and customers with precision.
"Helpjuice gives us visibility into how our content is used. We can track impact with clear metrics—and that’s invaluable." – Josh Arrigoni, Trainer at TCL
TCL isn’t just using Helpjuice for convenience—they're using it because it gets real, measurable results. And those results speak volumes:
These are not just vanity metrics—they represent real-world time saved, productivity gained, and users empowered to solve problems quickly.
"We’ve achieved a 97% 'answer found on first pass' rate, and it’s consistent. It gives us confidence our content is doing its job." – Josh Arrigoni
Before Helpjuice, tracking how knowledge was being consumed and whether it was helpful was nearly impossible. With Helpjuice's usage analytics, Josh can now pinpoint which articles are providing value and which ones need attention.
“Usage analytics was a major gap in our previous systems. Helpjuice fills that gap beautifully. We know what’s working and what’s not,” says Josh.
This data-backed approach to knowledge management has transformed how TCL supports customers—and how it trains employees.
"Helpjuice is easy to use, customizable, and makes sharing knowledge with our team and customers fast, organized, and efficient." – Josh Arrigoni
Interestingly, Josh didn’t choose Helpjuice—he inherited it.
“To be honest, Helpjuice was already in place when I started. But it works so well, there’s been no reason to look elsewhere,” he says.
Helpjuice’s ease of use and powerful customization options have made it indispensable to TCL’s operations, whether it’s troubleshooting product issues, onboarding new hires, or improving team efficiency. For Josh and the TCL support teams, it’s more than just a tool—it’s part of the workflow.
The goal of TCL’s knowledge base is simple but powerful: “To provide answers to questions our customers have in an organized way, and help troubleshoot issues with our products.”
Helpjuice allows them to do exactly that—and more. With improved access to helpful content, faster searches, and the ability to measure success, TCL’s support experience has become one of speed, accuracy, and clarity.
From shortening onboarding times to accelerating the speed of support, Helpjuice continues to deliver ROI at every level of TCL’s business.
If you’re looking for a knowledge base solution that gives you insight, saves you time, and scales with your team—TCL’s story makes it clear: Helpjuice works.
"Helpjuice helps us focus more on strategy and less on repetitive tasks. It’s a vital tool in our workflow." – Josh Arrigoni
Ready to improve your onboarding, customer support, and knowledge sharing? Try Helpjuice today and see what smarter knowledge management can do for your team.
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
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