What's the purpose/goal of your KB?

We have staff in multiple markets and as we've been growing we realized that people are all doing things slightly differently. The processes we were using were not documented and it was very confusing, especially for new hires.  Our goal was to standardize and declare our processes in writing to ensure there was much less subjectivity.  

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

We looked at using HubSpot, our CRM as we wanted to stay inside of one ecosystem. We quickly realized that this was not an option as even the HubSpot team uses another product for their own wiki.  I looked at Slab and Notion, but that was about it.   Then I talked to Eldin and he skinned our HelpJuice instance, he imported all of our Zendesk articles, all of which made the transition that much more of a no-brainer. 

Why did you decide to use Helpjuice?

I researched and tried a few wikis. The main thing that immediately set HelpJuice apart was the service. Eldin and the entire team were there to help answer questions and still are.  We don't need help often but when we do I know they will help in a swift manner. This is very rare in the SaaS space and really sets Helpjuice apart. 

What's your favorite Helpjuice feature?

I love that HelpJuice is so customizable to different types of data uploads. The ability to upload files - so you can have PDFs, word docs, etc just as an attachment in there for people to download and open The ease of use is fantastic. Aside from that, I think my favorite thing is the service. 

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

We are using HelpJuice currently as an internal wiki. As we've grown we became the company that was training by sitting with someone. We needed an internal solution to help us create training material, document processes, and get our team aligned on the same page.  It's funny, no one asks questions anymore before looking in HelpJuice because they know that is the first thing their manager will say.  "Did you check HelpJuice?" :) 

What kind of an impact has Helpjuice had?

We have seen our mistakes in our standardized processes decrease by over 50%. The standardizing has allowed our new teammates to feel more comfortable and has reduced our training time by nearly 70% as we now have predefined training that is outlined in a HelpJuice article.   

They can now self-train, and the time spent repeating has almost completely disappeared.  Overall, HJ has been a game-changer.  We now have nearly 500 articles and growing weekly!  Our team is bought in and for everything that arises, the first thing the team says is, "is there an Helpjuice article for that?" If not, it's created.