Since started using Helpjuice, DSI managed to increase their QA scores by 25%

Quick Overview

Industry: Telecommunications

Location: USA

Team size: 201 - 500

"Since using Helpjuice, we've seen a lower AHT for our calls. Our pilot agents are able to find information in a timely manner. Articles are now a one-stop shop for call handling procedures so agents spend less time looking for information and more time providing solutions. Reagen Read, Training Specialist/KB Admin"


Industry: Telecommunications

Location: USA

Team size: 201 - 500

Telecommunications

(201 - 500 people)


What's the purpose/goal of your KB?

With Helpjuice, we are able to provide large chunks of digestible information to our agents so they are able to find the information, thus making them more knowledgeable and reducing the average handle times on their calls.


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

We spoke with Bloomfire, monday.com, Zendesk, HelpScout, and click up, to name a few before deciding to work with Helpjuice.


Why did you decide to use Helpjuice?

Helpjuice had more to offer and beat the competitor's pricing. Their SLA is better than what we are currently using and they are easy to get in contact with when we need assistance. We also are able to fully customize our knowledge base.


What's your favorite Helpjuice feature?

I love the accordions and the decision flows. With our line of work, those are the most helpful.


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

We struggled to find a Knowledge base that would help make a ton of information easy to find and easy to digest. We also needed something that would work will multiple departments without being troublesome to navigate.



What kind of an impact has Helpjuice had?

Since using Helpjuice, we've seen a lower AHT for our calls. Our pilot agents are able to find information in a timely manner. We have also seen a 25% increase in our QA scores with these pilot agents. Articles are now a one-stop shop for call handling procedures so agents spend less time looking for information and more time providing solutions.

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