"The number of staff who have found a solution easily in Helpjuice suggest that there were over 200 fewer service desk tickets in the first month alone! - Dan Collins, IT Director"
We would like to define a single point of reference for all types of information - not just technical. I want to solve the issues for staff at 10pm at night - to have something that solves their issues when they can't reach a colleague.
We have tried Atlassian Confluence - but it is too expensive to license all the people who might use our system. We've also tried Sharepoint, but it will require too much development work to get it working at the same feature set as Helpjuice.
Helpjuice looked like it could get us up and running in the minimum amount of time. All the features look geared towards an effective KB without anything we didn't need. The idea of converting PDFs and docs easily appealed, so did the support service to assist with this task.
Unlike other services, I like that Helpjuice can help with the manual task of converting existing KB articles into the new system. Unlike with Sharepoint, with Helpjuice we can get our KB articles in the hands of those who need them quickly.
An approach within our organisation that we are trying to avoid is to list PDFs of how-tos on our internally developed Intranet. This tool does not support the easy adding of content, does not link easily to other articles, and does not support the easy adding of multimedia, nor is it mobile friendly.
Another issue we were hoping to avoid is the use of email for KB style information. People send emails and think the job is done. Emails are next to pointless for this type of info.
We'd also like to reduce the number of support emails...but that would be a second stage benefit.
Helpjuice has allowed us to train new staff and students on our systems 30% faster than we could previously. The number of staff who have found a solution easily in Helpjuice suggest that there were over 200 fewer service desk tickets in the first month alone!