"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"
DSI, an industry leader in the engineering and design space, was looking for a knowledge base that could expand and grow with their company. They needed something that was user-friendly on the front and back end, and that was easily accessible. After trying a variety of solutions, they decided on Helpjuice.
Sabena Miller, Knowledge Base Manager at DSI, explains why they chose Helpjuice. “Helpjuice impressed us the most with their pricing, the ability to customize your knowledge base, and all of the features available within the articles. Helpjuice also provides speedy support with the customization and general knowledge base inquiries.”
With their Helpjuice Knowledge Base, DSI has been able to streamline their call handling process. The decision trees within Helpjuice give the call center agents a path to follow, which not only boosts their confidence in providing the correct answer to the customer, but it also lowers the call handle time. Sabena explains, “I love the decision trees within Helpjuice. They give the call center agents a path to follow, which not only boosts their confidence in providing the correct answer to the customer, but it also lowers the call handle time.”
This has allowed DSI to see a 25% decrease in call handling time, as well as a 30% increase in first-call resolutions and a 30% increase in their QA scoring. With Helpjuice, they have been able to drastically improve their efficiency and customer experience.
In addition to the features, Sabena was impressed with the level of customer support provided by Helpjuice. “Helpjuice was always available to answer our questions, and they gave us the support we needed to make sure our knowledge base was functioning properly.” With Helpjuice, DSI has been able to build a comprehensive knowledge base that can expand and grow with their company.
DSI is continuing to grow and expand, and with Helpjuice, they are able to keep up with their growth. Sabena is confident that with Helpjuice, they will be able to continue to provide a positive customer experience and reduce call handling time. “Helpjuice has been a game-changer for us. We are able to provide our customers with quick, accurate answers and provide our call center agents with a comprehensive knowledge base. We are confident that Helpjuice will continue to be a valuable asset for us as we grow.”
In conclusion, DSI was looking for an all-encompassing knowledge base solution that could expand and grow with their company. After trying a variety of solutions, they decided on Helpjuice. With Helpjuice, DSI has been able to cut call handling time by 25%, as well as achieve a 30% increase in first-call resolutions and a 30% increase in their QA scoring. With Helpjuice, they have been able to drastically improve their efficiency and customer experience. Sabena is confident that with Helpjuice, they will be able to continue to provide a positive customer experience and reduce call handling time.
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