One Step GPS sees 60% reduction in customer support requests and 4X faster employees train thanks to Helpjuice

Quick Overview

Industry: Computer Software

Location: USA

Team size: 11 - 51

"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"


Industry: Computer Software

Location: USA

Team size: 11 - 51

Computer Software

(11 - 51 people)


What's the purpose/goal of your KB?

Our knowledge base is both internal to the company and external to our customers, we needed something that would do both.

With it we can train employees and also make all the support information available to the customers so they can help themselves to the answers. 

We wanted to cut down customer support traffic and time spent in training new hires as well as improve accuracy of handling customer issues. 


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

First trying to handle everything without a knowledge base (ouch!). Then building our own knowledge base in-house, this was not worth the development time and effort when Helpjuice is such an affordable system. 


Why did you decide to use Helpjuice?

- 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. 

- It is internal and external.

- It can generate articles in multiple languages. 


What's your favorite Helpjuice feature?

I love that with Helpjuice I can translate articles into whatever language with 1 click and make this accessible to the customer on our website. That I can chat and ask questions to the team and get timely help. That the team can upload a document for me, when I run into too much difficulty to get it imported myself as I would like it. 


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

We have a heavy traffic of customer support questions through chat, phones and emails.  With over 5000 active customer accounts, this ranges anywhere in the 200s per day. 

We have a wide variety of models of GPS tracking that we carry, with that said there are lot of technicalities to them all that need to be shared within the team.

We used to have to do 1 on 1 training and honestly hand holding through the new hires' learning curve and that would take way too much managerial time.

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. 

Since it is also our customer facing platform for help articles, that decreased the customer questions by 60% as they could get help online and didn't have to call in to solve their issue. 



What kind of an impact has Helpjuice had?

It created 60% reduction in customer support requests, we train employees 4X faster and save that much executive time. It improved the accuracy of handlings done on customer accounts by 30%.



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