"We had less than 2% of people contact our support team from the help articles which has meant a significant reduction in the support teams email responses - Elliot Looms, Business Analyst"
We were looking to reduce the admin overhead of the support team by allowing our customers to quickly and efficiently find the information they are looking for. This means they can more quickly make a decision to use our platform and have the confidence to book spaces. So overall, we are looking to free up our support team from small menial questions, to allow them to both provide better, more detailed support for larger booking issues. We are also looking to remove the input from the developers we have to allow them to focus on product development.
Originally we have a custom-built Help Centre, but this was difficult to keep up with the developers having to implement all changes - instead of the customer team. Some other providers also do not allow 6 levels of article nesting whereas we had just 3 previously. We also looked into a full ticketing system with email inbox support (from Zendesk or similar, however, for our team, we were looking for something simple, manageable, and quick to implement - therefore HelpJuice was a good fit - these are also very expensive options.
We looked at a few different suppliers to provide our knowledge base. Helpjuice seemed like the best fit with our team from our calls with them. Also, we were not looking for a full ticketing help desk, we just required a help center for now. Helpjuice was cheaper than a lot of other providers which for a growing company like is, is important. Secondly, the fact that HelpJuice does not have features eliminated based on the pricing tiers is great - we only need a couple of users and so can save money whilst still getting to use all of the features HelpJuice has, unlike other companies where they remove some features on the lower-priced plans.
I love the analytics of HelpJuice - we can easily and quickly see when someone makes a search that returns no results and can then create a new article for that. This is a massive help for us to keep our help center relevant and up to date. Having article history and version control is also a massive help for us. We can see how and what we have changed over time and can also set a reminder to update an article (Publish & Expire). So if we have a limited-time article - for example one about a promotion we are running, we can auto-expire this article and either amend and re-publish or leave it to remain expired.
Previously we had our own custom-built Help Centre. This was built over a few years and contained fewer, longer articles with lots of information. This has a simple article structure and no search functionality. So the main issue we were trying to solve was to allow customers the ability to search the help center quickly and easily. This would hopefully reduce the number of emails our support team was receiving on a daily basis because customers were struggling to find the answers they are looking for.
We have achieved 90% Solution Quality Index since implementing our HelpJuice help center, and are aiming on continuing to improve this. (This means 90% of our searches are returning an answer.) We have also had less than 2% of people contact our support team from the help articles which has meant a significant reduction in the support teams email responses. We have also managed to remove the developer's input on the help centre which is saving them 2-3 hours per week, allowing them to spend that time elsewhere and keep them focussed on product enhancements!