Vacasa reduced their support tickets by 40% using Helpjuice

Quick Overview

Industry: Leisure, Travel & Tourism

Location: USA

Team size: 1001 - 5000

"Helpjuice has allowed a small team of three to support a company of 5,000 employees. Our inquiries and requests in the group inbox has gone down by 15% since the transition to Helpjuice. - Jenn Esqueda, Project Manager"

Industry: Leisure, Travel & Tourism

Location: USA

Team size: 1001 - 5000

Leisure, Travel & Tourism

(1001 - 5000 people)

What's the purpose/goal of your KB?

The purpose of the knowledge base is to have one central location with all applicable content. It's very common to have a team that is hybrid and works in an office and remotely. For those of us that work remotely, we lack the privilege of hallway conversations and have to find information on our own. Our first resource is Atlas.

Prior to this resource our team would have individual documents saved on their Google Drive. This created a lack of visibility and often other coworkers would start a new document with the same information. Thus we would have multiple people working on the same content, at the same time which created a lot of inefficiencies. In other situations, if a coworker resigns we loose that content since we no longer have access to their account.

What solutions did you approach before you decided to go with Helpjuice?

Before transitioning to Helpjuice the team has tried Google Site, Google Community, and Google Team Drives. We found that information would get lost and was not secure when it was posted via a Google Doc or Google Sheet. For example, when we used Google Site, we created a website and linked to supportive content in a Google Doc or Google Sheet. For the individuals who needed to update the Doc or Sheet and didn't have edit access they would spend a lot of time trying to locate the owners. Sometimes they would find that the person transitioned to a new role, or was no longer was part of that process. 

For other options, such as a Google Team Drive, if the owner of this team drive forgot to add a new hire to the drive the new hire would be without a resource. It was a manual process that limited transparency. With Google Community the setup was not supportive and unable to organized in a easy to find format.

Why did you decide to use Helpjuice?

Helpjuice allowed us to sync the platform to security measures installed internally. If a team member decides to access via their personal account they will be denied and must log in with their company email to view. It's a one resource that provides secured automation and housed appropriate content specific to the company. 

Another example is when a new hire starts. We can easily include them to this platform and it's a seamless process. Prior to Helpjuice we had information in various places and it was hard to remember and maintain with the growth of this company. It was also not sustainable long term at the rate this company is growing and we would have needed two to three more specialist to maintain the various outlets of content, which is costly.

What's your favorite Helpjuice feature?

There are various Helpjuice features that I enjoy. The simplicity of following articles and watching for updates or revisions is a helpful automatic reminder. There isn't a need to check in daily to see if a team article has been updated. This also partners with the change log that is readily available when any article is updated, added, or removed.

Other features I enjoy is the structure, organization, and layout. It's easy to learn and simple to use. On the back end I can start working on a draft and come back to edit prior to submitting. Having various key words to find articles is helpful and supportive of random searches. Lastly, the organization is key and with the way we have it structured by team, sub-category teams it allows employees to access the appropriate content to them by "browsing" through easily. 

What problem are/were you looking to solve with Helpjuice?

I am considered a "contributor" of Helpjuice within my organization. We have multiple teams that upload content to Atlas that pertain to processes, policies, and communication. For the team I work on, we have five individual folders (that represent five individual teams) under the overarching team name and I manage the content that is uploaded and maintain the information so it's current. 

Once I submit a change, the team that manages Atlas will review and post. This platform allows us to house all appropriate information in one place and provides a space to organize and share easily. It's our in-house/online library and we often redirect coworkers to this platform to find the answer to their questions. 

What kind of an impact has Helpjuice had?

Helpjuice has allowed a small team of three to support a company of 5,000 employees. During COVID our team was downsized from five to six team members to one. We had collaborators on a few teams that assisted with updating content and the ease of this eliminated delays and extra pressure on a team of one. As the industry returned to the new normal, those that were placed on furlough returned and the team is now back to a three. 

Overall, the team sees a 40% reduction of support as most collaborators can maintain and update on their own. We are only needed as a final review to post. Our inquiries and requests in the group inbox has gone down by 15% since the transition to Helpjuice. 

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