Local US Government Innovating With A Knowledge Base For Residents To Reduce Customer Support Tickets

Quick Overview

Industry: Government
Location: Utah, USA
Team Size: 1,000 - 5,000

"Helpjuice has allowed us to make a center for all resident information to get instant knowledge at their fingertips, making the daunting task of creating and deploying our knowledge base exponentially easier" – Tanner D., IT Support

Industry: Government
Location: Utah, USA
Team Size: 1,000 - 5,000


(1,000 - 5,000 people)

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

As a city government, there are many different departments that interface with residents on a daily basis. The city decided to pursue the creation of an "information center" where residents could either call or stop by in person to have questions answered, register for sports, set up trash collection, and more. The "information center" would bring together many different departments and information into one central place instead of different points of contact throughout the city.

So far as we have been implementing our 311 center, it has been a big help already with the knowledge that we can pull right at our fingertips making it a lot quicker to service the public.

What's the purpose / goal of your KB?

We needed a knowledge base solution that was easy to use so our employees could quickly access information to assist residents. In addition to usability we also needed to be able to allow departments to easily add information into the knowledge base to be available to information center employees.

The purpose was to create an easily accessible knowledge base that could be quickly queried by staff members to find answers for residents when they call in to get information. Eventually we will scale it up to include a publicly accessible knowledge base for residents to be able to find answers to their questions without needing to call in. 

Why did you decide to use Helpjuice?

One of the key reasons we decided to use Helpjuice was because of our need for an easy to use platform. We wanted to have a piece of software that was easy to use, even for some of our not so computer savvy employees. Helpjuice immediately stood out when we tried the demo. The user interface is clean, streamlined, and easy to navigate. Other products we looked at appeared outdated or overly complex.

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

Initially we looked into Zendesk's knowledge base solution. We were not impressed with the features or the pricing associated with their product. We also looked into developing a "wiki" type solution in-house. The "wiki" solution would have added a large strain on our IT department to develop and support it so that was not a very viable option.

We looked into other knowledge base software such as what Zendesk offers, and also looked into creating a simple "wiki" of sorts in-house.

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

Helpjuice has made the daunting task of creating and deploying our knowledge base exponentially easier. With other solutions we anticipated this project putting a lot of weight on the shoulders of our IT department to support the "information center" staff. With Helpjuice we have found that there is almost no need for additional support after creating our user's accounts. Our end users have been able to easily learn how to use the system and build the knowledge base.

What's your favorite Helpjuice feature?

We have loved Helpjuice's dashboard interface. If we had gone the route of an in-house developed "wiki" we would not have been able to enjoy all of the fantastic features that the Helpjuice dashboard supplies. The dashboard has allowed our users to easily dive in and start creating articles. In addition to the ease of use which was paramount to our decision to choose Helpjuice, it has been great being able to take advantage of the built in analytics and user management.


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