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TBC Insurance Utilizes Knowledge Base For More Productive Call Center Agents

Quick Overview

Industry: Insurance
Location: Tbilisi, Georgia
Team Size: 100-500

"When looking for the best options knowledge base tools, Helpjuice was the best from the market as they offered even more advanced features and the best service throughout the sales process." - Tamar Khutulashvili

Industry: Insurance
Location: Tbilisi, Georgia
Team Size: 100-500

Insurance

(100 - 500 people)

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

We are a fast-growing company. Our brand entered the market a couple of years ago, having developed interesting products and services. Eventually, we faced a situation when all the knowledge and practice gained, was not shared within the team so well. The major issue was related to the time and energy used to find answers to some key questions around the products and internal processes. Our staff had to check multiple documents to get the information needed. So we decided to make a change in this route


What's the purpose / goal of your KB?

We built our knowledge base in collaboration with Helpjuice team to improve staff performance and to serve our customers in the best way possible. Our main purpose was to find a cloud-based platform which could give us an opportunity to engage staff in a fun way, let them follow the changes in a timely manner and make the learning process more interesting.


Why did you decide to use Helpjuice?

When looking for the best options knowledge base tools, we conducted research based on the key criteria, customer reviews, and launching trial versions. Helpjuice was the best from the market as they offered even more advanced features and the best service throughout the sales process.


What solutions did you approach/try, before deciding to go with Helpjuice?

Before making the final decision we also tried other platforms like Proprofs.


What kind of an impact has Helpjuice had on your company?

Launching Helpjuice we are expecting to engage the whole staff in a different learning process which is easier, fun and saves time. We are going to use Helpjuice platform to prepare new recruits for exams and the existing staff can better explore the area they work in. It also encourages digital training in the company which is a brand new thing and based on this experience new ideas have already been developed in terms of sharing knowledge and practice.


What's your favorite Helpjuice feature?

I love the feature of sending direct feedback to the admin. This is the way how the visitors will get engaged in the content building process. The chance that they can email the administrator right after they do not find a proper article is the best way to improve our platform and share with others.

 

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