"Having a KB to answer basic questions has also played a big role in reducing the time to onboard new customers from 2 days to minutes. - George Canopy, CTO"
Canopy, an innovative online marketplace based in the Netherlands, recently implemented a Knowledge Base powered by Helpjuice to streamline their customer support and onboarding processes. George Fang, the CTO of Canopy, explains why the company chose Helpjuice to help them meet their customer needs.
“As a lean startup, we often cannot make the investment the resources to improve the experience across our entire app at once,” said George. “Due to this constraint, there are often unintuitive sequences left in our process introduced as a result of partial improvements or ‘hacking’ in new business requirements. As such, our operations team got many, many support emails from customers confused on how to use specific parts of our product, or potentially less often used (and less often updated) features.”
George and his team explored several different options before settling on Helpjuice. “We looked at Zendesk, Helpjuice, and Help Scout,” he said. “Zendesk seemed like overkill and was hard to set up, Help Scout seemed a bit outdated and didn’t have too many positive reviews, so we ended up going with Helpjuice. A big part of the selling was the ease at which our business team could be onboarded and learn the software.”
Helpjuice has helped Canopy reduce their direct customer support response by about 75%. Furthermore, they’ve used the platform to reduce the time to onboard new customers from two days to minutes, and have cut down the time it takes to walk customers through their first deal from 3-4 hours to something that is built into their Knowledge Base.
George’s favorite feature of Helpjuice is that it helps him import the Knowledge Base from other FAQs. “We actually did a copy of a competitors KB to help us ideate and kick off our own KB,” he said. “That, alongside the template system gave us a really good starting point to get the juices flowing, since it’s hard to start anything from a completely blank slate.”
Having a Knowledge Base to answer basic questions has been a huge help for Canopy. “We can now forward our customers to our KB articles and don’t need to field every single question,” said George. “We’ve also been able to reduce our onboarding time from two days to minutes, and have cut down the time it takes to walk customers through their first deal from 3-4 hours to something that is built into our Knowledge Base.”
Helpjuice has also been a great help in terms of streamlining the customer experience. “We also need way less tooltips in our app to maintain, which is a huge plus for the cleanliness of our UI,” said George. “Having Helpjuice serve as the first point of contact helps bridge the gap in usability so that customers are still able to solve their own problems while we allocate resources to make improvements over time.”
By implementing Helpjuice, Canopy has been able to reduce their direct customer support response by about 75%, reducing their onboarding time from two days to minutes, and cutting down the time it takes to walk customers through their first deal from 3-4 hours to something that is built into their Knowledge Base. George’s favorite feature is Helpjuice’s ability to import the Knowledge Base from another FAQ, which has helped them streamline their operations and onboarding processes.