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Sunlight Financial Moves From "Google Site" to Helpjuice to Provide Instant Answers To Thousands Of Users Looking For Support

Quick Overview

Industry: Financial Services
Location: New York City, NY
Team Size: 100-500

"Helpjuice is a no brainer. It's extremely user friendly, got a lot of options, and It just looks great" – David F., Training Manager

Industry: Financial Services
Location: New York City, NY
Team Size: 100-500

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

Our main problem is that we have thousands of users on our platform and no centralized place for them to go to answer their own questions. Some of the users may call the support center but ultimately we wanted to encourage our users to become self sufficient and answer questions by themselves in real time. 

Knowledge is power - but no knowledge can cost the our users many lost deals.

What's the purpose / goal of your KB?

With the knowledge base we are hoping to:
a) Cut down on support emails/phone calls
b) Provide a better partner experience by giving them a tool that will answer their specific questions quickly and easily.
c) Provide a consistent form of communication to our partners by having standardized answers to common questions.

Why did you decide to use Helpjuice?

Helpjuice was a no brainer. It's just a better product overall. It's clear to me that the people who put this together a) have an incredible passion for knowledge management and b) have taken their customers feedback to provide a very robust and intuitive tool.

Here's a quick list of advantages
a) It's extremely user friendly, I got the hang out it in about an hour. Everyone I've trained so far seemed to pick it up quickly.
b) It's got a lot of options when it comes to making the content private and segmenting content based on user groups.
c) It just looks great! Aesthetics is a big deal for me.

What solutions did you approach/try, before deciding to go with Helpjuice?

We had a free google site with our content and the analytics showed people were generally confused by how to use this tool or just didn't find it appealing. The bounce rate was incredibly high. 


What kind of an impact has Helpjuice had on your company?

We have a completely private knowledge base that is searchable, user friendly and extremely easy to manage internally. Happy to be partnering with Helpjuice.: )


What's your favorite Helpjuice feature?

Unlike the competition and some other products I use Helpjuice just looks great out of the box and I can easily have my UX designer customize the CSS. 


 

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