"We migrated to HelpJuice and saw immediate adoption. We were seeing 200 hits per week (average) in the old KB, and in the 4 weeks since launching HelpJiuice, we have seen 198.25 searches per week (average)." - Kayson Macallan, Manager, Guest Care, Dufresne Spencer Group
The Dufresne Spencer Group is a leading furniture and appliance retailer, operating in the Canadian provinces of Manitoba, Ontario, Alberta and Saskatchewan. With a mission to provide exceptional customer service, the company has a large remote team that services customers over phone, chat, and email. However, the company was facing a problem. Their previous knowledge base solution was inadequate, leading to longer resolution times for customer queries. To ensure their team was able to serve customers better, the Dufresne Spencer Group decided to invest in Helpjuice, a top-of-the-line knowledge base solution.
The Dufresne Spencer Group needed an internal solution that would support their team while they worked to resolve customer needs. With 90% of their team working remotely due to the COVID-19 pandemic, the company needed a robust knowledge base solution. "We looked at several solutions before landing on Helpjuice," said the Manager, Guest Care. "Initially we looked at the platform we were already using for our Internal website. This was more of a file index and would have been cumbersome for our team. We then explored a few 3rd party KB solutions, all with varied offerings, some too much and some too little."
After evaluating different knowledge base solutions, the Dufresne Spencer Group decided to go with Helpjuice. The Manager, Guest Care said, "I have worked with internal KB solutions, Internet and DB solutions and various 3rd party solutions. Helpjuice is my favorite solution to date - and I discover new features every day." The Dufresne Spencer Group chose Helpjuice because of the great features, configuration options, search algorithm, and ease of use. The team at Helpjuice was also friendly and knowledgeable. "The cost to import content from our previous KB to Helpjuice was very reasonable with quick turnaround. Overall, very happy we decided to go with Helpjuice!" said the Manager, Guest Care.
Unlike their last knowledge base solution, the Manager, Guest Care said they love how many configuration options they can add to the content - live videos, GIFs, accordion, linked table of contents, to name just a few. The ability to categorize content to various customizable groups makes the offering even more unique. This allows the Dufresne Spencer Group to limit content to various functional groups within their organization as well as post public content on their website.
The team at Helpjuice made the migration process easy and completed it within a couple of weeks. The Dufresne Spencer Group saw immediate adoption, with 200 hits per week (average) in the old KB, and in the 4 weeks since launching Helpjuice, they have seen 198.25 searches per week (average). The Manager, Guest Care said, "We were having trouble with our previous Knowledge Base solution. Our team was struggling to locate content they needed. This increased calls and chat messages to our Supervisors. We saw a seamless transition from our old Knowledge Base - immediate adoption from our team. Our team is also reporting that it is much easier to locate content within Helpjuice (currently 91% accuracy). We did not have analytics on accuracy in the previous KB we were using, but team members often reported that they could not locate content quickly, or at all."
The Dufresne Spencer Group's switch to Helpjuice was a success. The team at Helpjuice made the migration process easy, and the company saw a seamless transition from their old Knowledge Base. With 91% accuracy, their team is now able to locate content quickly and easily, leading to faster resolution times for customer queries.