What's the purpose/goal of your KB?

We were looking for a knowledgebase solution to cut down on basic troubleshooting and questions that were being asked to our customer service team, allowing the customer service team to focus on only issues.

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

We were looking for a knowledgebase solution to cut down on basic troubleshooting and questions that were being asked to our customer service team, allowing the customer service team to focus on only issues.

Why did you decide to use Helpjuice?

Every other company that we had looked in to could only do one or two things really well and did not offer a well rounded solution.  Some companies wanted thousands of dollars for only an external solution and another equivalent amount for an internal knowledgebase.  One other company wanted tens of thousands of dollars but still would not provide us with the most important thing to us, the ability to customize our user experience, branding look, and feel.  As well as the ability to have multiple languages and translation articles.  This was extremely important given the fact our company is global.

What's your favorite Helpjuice feature?

I love the helpfulness of the Helpjuice team!  They have been phenomenal!  We were looking to launch our support site relatively quick and they were able to accommodate all of our customization requests to get the right look and feel.  So while the ability to customize is extremely important, the team is what knocked it out of the park!  In fact I have used your customer service as a teaching tool/example to our own team!

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

We were looking for a cost effective knowledgebase solution that would allow us to have multiple languages, multiple teams, an internal and external facing Knowledgebase that could effectively handle hundreds of thousands of requests in a day.

What kind of an impact has Helpjuice had?

Our ticket system was overwhelmed with hundreds of the same type of questions. Helpjuice allowed us to not only build a comprehensive and WELL organized database of articles, but instantly translate them as well while allowing our language specific teams to be able to amend the auto translated articles to ensure there was no loss in translation.  As soon as we implemented all of our articles and did a campaign informing about our support knowledgebase, our ticket system average tickets dropped from 200 tickets a day down to roughly 30 tickets, allowing us to focus on customers who had issues that required actions by our team.

With this number dropping down, it opened up time for our customer service team to become proactive in what articles needed to be written, or much needed training.  It also allowed us to save money by not needing to hire additional staff that otherwise would have been needed to keep up with the volume.

The entire year cost of Helpjuice paid for itself within the first month of being online and am forever grateful that we were able to find your product. I am looking forward to what else your team comes out with and have already recommended to other companies I know to give your product a try.