"We were able to publish nearly 900 articles within a few months, which resulted in a quick and efficient transition from our old kb to our new one. We were also able to transfer and translate more than 50 articles into Spanish - Lori Caminiti, Tech Writer/Editor "
The purpose of our knowledge base is to empower customers with the ability to find information and solve issues on their own without the need for a support call. We want customers to be able to solve lower-level problems through the information they find in our kb, so support staff is free to attend to more complex issues that may arise. Another purpose of our KB relates to our internal staff. We wanted internal access only to processes and procedures that each department can access. We also wanted a very extensive troubleshooting section for our support folks to easily reference and update when needed.
We have tried two other platforms. Adding images was difficult, and adding clear screenshots even more so. We did not have much flexibility in page design or templates, without incurring the additional cost of a designer that would help us get the look we wanted. We also tried sharing Word docs internally via email, but that proved cumbersome. Internal users had difficulty finding content that was not structured or organized.
First and foremost, the platform makes it easy to create and publish new content. Employees from various departments can quickly create an article, then post it for review and publication. The Helpjuice platform made it easy to copy and format over 900 pieces of content into beautiful, easy-to-read articles for our customers. We were very impressed with the personalized help that we received from the folks at Helpjuice. They worked tirelessly until we got the results we wanted in overall content, structure, and design.
We love that staff can make comments on articles for timely updates. In addition, we appreciate that we are able to categorize and filter content so the user sees intended results and not extraneous content that may lead them down a rabbit hole. We especially appreciate how helpful Helpjuice was in customizing our kb to fit our design specs and unique needs. We like that we are able to write an article that is public-facing but we can restrict parts of that content for internal use only. Our overall consensus is that Helpjuice is much more user-friendly and easier to update than our previous platform. With Helpjuice, the design adds to the usability of our knowledge base.
We needed a knowledge base that was internally and externally user-friendly. We needed a way for staff to add high-quality graphics, screenshots, and images in a straightforward way. We were also looking for a way to make it easier for staff to author and update content. We have a very robust knowledge base, and we were needing to copy and format over 900 articles in a quick and efficient manner. We were also looking for a cleaner search function. We have several brands and needed a way to have all articles under a single roof but only show up in their brand-specific areas and searches. Finally, we needed an improved design. We wanted the landing page to have the look and feel of our brand, and to be user-friendly.
We have saved over $10K in yearly subscription fees alone. We were able to publish nearly 900 articles within a few months, which resulted in a quick and efficient transition from our old kb to our new one. We were also able to transfer and translate more than 50 articles into Spanish. We were also able to add over 100 videos into our KB as well. When articles are in need of updating or editing, internal users are easily able to comment and send notifications for editing and updates.