“We’ve empowered both our team and our customers to quickly find solutions—support tasks are down 15%, and our team can finally focus on complex issues.” — Bridget Mulhall, Director of Customer Success at SeeMyLegacy
SeeMyLegacy, a rising SaaS platform that helps users document and preserve memories for future generations, is redefining the digital legacy space. Based in the United States, SeeMyLegacy serves a diverse customer base that relies heavily on responsive, helpful support. As the company grew, their small support team faced an increasing volume of repetitive inquiries. Hiring a large support staff wasn’t feasible. They needed a better way to empower customers to solve their own problems while ensuring new employees could be onboarded quickly and efficiently. “We recognized the need for a centralized hub where our customers could easily access answers to their questions,” said Bridget Mulhall, Director of Customer Success at SeeMyLegacy. “A dedicated help center would streamline communication and reduce support calls.”
Before Helpjuice, SeeMyLegacy tried Intercom and Confluence to manage FAQs and documentation. However, neither platform delivered the seamless experience or flexibility they were looking for. Intercom was too focused on chat and lacked the depth of a true knowledge base. Confluence, while powerful, was not intuitive for their team to manage content at scale. Helpjuice stood out for its clean design, ease of article publishing, and ability to structure and organize content effectively. “We don’t have the capacity to hire a large number of support reps,” Bridget explained. “By offering a self-service option with Helpjuice, our clients can quickly resolve their own issues—freeing up valuable time for our team.”
Bridget highlighted several key Helpjuice features that stood out. The article approval workflow, "to review" queue, and easy publishing tools made it simple to maintain quality and consistency. “The ability to send requests for approval helps streamline processes and ensures everything is reviewed before moving forward,” said Bridget. “The ‘to review’ feature is a standout—it makes tracking tasks and avoiding oversights so much easier.” The team also benefits from Helpjuice’s fast customer support, which allows them to stay productive without delays. Combined, these tools created a structured and professional knowledge base that mirrored the company’s high standards and customer-first philosophy. “It’s incredibly easy to create and publish articles,” she added. “That’s been huge for keeping clients informed and everything up to date.”
The metrics speak for themselves. Since launching their Helpjuice-powered knowledge base, SeeMyLegacy has reduced support-related tasks by 15%. With a well-organized library of articles, both customers and internal team members now find answers to common questions faster than ever before. “We’ve empowered both our team and our customers to quickly find solutions,” Bridget explained. “This decrease in support volume has allowed our team to focus on more complex tasks and improve overall efficiency.” In addition, Helpjuice has streamlined the onboarding process for new hires. With easy access to comprehensive guides and step-by-step instructions, SeeMyLegacy now onboards new employees 3x faster than before. “New team members can get up to speed on key processes with minimal training,” said Bridget. “That’s a huge boost in productivity from day one.” These improvements not only saved time—they fundamentally reshaped how SeeMyLegacy operates.
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