"With Helpjuice we were able to put all the knowledge in 1 place where everyone can access to it and refer to it. That killed managerial time spent in training time by 75% I'd say, and greatly reduced the errors made by the agents by 50% and accuracy of handling of the customer issue. - Celia Ordonez, Director of Support"
Celia Ordonez, Director of Support at One Step GPS, had a challenge: with over 5000 active customer accounts, customer support questions came in through chat, phones and emails, in the 200s per day. With a wide variety of models of GPS tracking that they carry, there were lots of technicalities to them all that needed to be shared within the team. Celia had to do 1 on 1 training and hand holding through the new hires' learning curve, which took way too much managerial time.
One Step GPS is a GPS tracking and monitoring company located in Miami, Florida. They provide a wide range of GPS tracking and monitoring services for consumer and commercial fleets.
Celia and her team decided to try Helpjuice, and the results have been remarkable. With their Helpjuice Knowledge Base, One Step GPS was able to put all the knowledge in one place where everyone can access it and refer to it. This has killed managerial time spent in training time by 75%, greatly reduced the errors made by the agents by 50%, and improved the accuracy of handlings done on customer accounts by 30%. Most notably, customer support traffic was reduced by 60% as they could get help online and didn't have to call in to solve their issue.
Celia loves that with Helpjuice she can translate articles into whatever language with one click, and make this accessible to the customer on their website. She also appreciates that she can chat and ask questions to the team and get timely help, and that the team can upload documents for her when she runs into too much difficulty to get it imported herself as she would like it.
"Helpjuice has been a great solution for us," said Celia. "It had good reviews and seemed like it would hit all our pain points in what we were trying to set up. It is easy of use and easy to integrate with from our systems. Plus, it can generate articles in multiple languages, which is a huge plus for us."
With Helpjuice, One Step GPS was able to cut down customer support traffic and time spent in training new hires, as well as improve accuracy of handling customer issues. They were also able to save time and money, as they had tried to build their own knowledge base in-house, but this was not worth the development time and effort when Helpjuice is such an affordable system.
Helpjuice has been a great success for One Step GPS. In addition to reducing customer support traffic by 60%, they have also been able to train employees four times faster, and have saved 75% managerial time. Their accuracy of handling customer issues has improved by 30%, which has had a positive impact on customer satisfaction and retention.
If you're looking for an affordable and powerful knowledge base solution for your company, consider Helpjuice. With Helpjuice, you can reduce customer support traffic, train employees faster, and save time and money.
Helpjuice is easy to set up and use, and can help you save time and money. Try it today and see what it can do for your company.