"The ability to create different levels of access is great - it means we can create public-facing content that we're happy for Google to index and for anyone to find, but we can also create hidden sections for internal staff only, and a section for our integration partners with partner-specific content. - Ryan Hughes, Product Marketing Manager"
IPV Ltd., a software product company based in London, England, needed to streamline their Support function and Proof of Concept (PoC) processes. With a small support team of six people, the company was looking for a self-serve portal for users and prospective users to quickly search for their questions and find the answers themselves, and a password-protected helpdesk area for integration partners to access for more in-depth technical questions. IPV Ltd. Product Marketing Manager, Ryan Hughes, explains why they chose Helpjuice.
"Our product is very feature-rich, which can be overwhelming for some new users, leading to the Support team receiving the same questions as Support tickets over and over again, which is a waste of time," explains Ryan. "The Solutions Engineering Team also have the same issue when running Proof of Concept systems for prospective customers. We also have a number of integration partners who sell (and potentially roll out) our software; the teams at our integration partners often have a lot of similar questions."
After researching a number of solutions, Ryan decided to try Helpjuice due to its cost-effectiveness compared to the alternatives and the fact it offered to help design the Helpdesk. "It was difficult to find a platform that had the features we needed, but also allowed us to stay on brand and reduce the time to get the helpdesk up and running," he explains.
The ability to create different levels of access was the standout feature for Ryan. "It means we can create public-facing content that we're happy for Google to index and for anyone to find, but we can also create hidden sections for internal staff only, and a section for our integration partners with partner-specific content," he remarks. "This feature means we can use one platform to address the various helpdesk/support needs of our customers, staff, and partners."
The purpose of their knowledge base is to streamline their Support function by reducing the unnecessary support queries, and to improve the PoC process for prospective users by making sure they can self serve with their initial questions. Ryan adds: "We also consider a proper Helpdesk to be an extension of our software product, and is equally as important as the core functionality. We previously had very limited helpdesk capability which reflects poorly on the rest of our software product, so we knew we had to create something public-facing that alleviated prospects' concerns about our support capability."
"It's too early to put hard figures to it, but we estimate this should reduce support enquiries by 20% or so - which is a massive deal when we have a small support team of 6 people," says Ryan. "We are already seeing a reduction in the number of Support tickets, and the time it takes to answer them, which is great. The design and layout of the Helpdesk is also much better than it was before, which looks great for our customers and prospects."
It's clear that Helpjuice has had an incredible impact on IPV Ltd. With the help of Helpjuice, they were able to streamline their Support function and PoC process, and create a public-facing helpdesk that reflects positively on their software product. With the reduction in support enquiries, IPV Ltd. has been able to focus on other areas of the business, and can now provide a better experience to their customers and prospects.
"It's been great working with Helpjuice. They have been very supportive and helpful throughout the process, and have provided a great product. We look forward to continuing to work with them in the future."
Ryan Hughes, Product Marketing Manager, IPV Ltd.
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