Telecommunication Company Distributes Knowledge to Customers More Quickly Resulting in More Effective Employees

Quick Overview

Industry: Telecommunications

Location: Sweden

Team size: 100 - 1000

" We decided to use Helpjuice because it is easy to be integrated within our environment, easy to manage, and to onboard new users. " - Luisa Perea, Customer Success Manager, Iberia, Telavox

Industry: Telecommunications

Location: Sweden

Team size: 100 - 1000


(100 - 1000 people)

What's the purpose/goal of your KB?

Our first thought using the platform was for customers to be self-sufficient when trying to troubleshoot or learn how to use certain features, given the ease of setup and config our solution has. 

On the other hand, we soon realized we could use it internally as well, learn, remember and consolidate knowledge about the products, services, and procedures we offer and do.

So today we are working on growing the content in the platform in order for all our teams from different departments can use it and learn the same.

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

We tried Hubspot & Confluence. About that, we can say Helpjuice definitely has features and an interface that doesn't have the others mentioned above. We still use Hubspot, we use it for Sales. It is a powerful tool as well, but we appreciate very well the differences between this and Helpjuice and can say one doesn't replace the other. 

Helpjuice is simple and manageable for everybody and allows us to translate, keep and provide to our customers and our own team all the content we need, very well organized and easy to find. We highly recommend the platform to all companies that have websites, customer support departments, customer service, etc.

Why did you decide to use Helpjuice?

We decided to use Helpjuice because it is easy to integrate within our environment, easy to manage, and to onboard new users. Built for a certain use, unlike other solutions that include knowledge bases as an extra feature or add-on.

We can translate content, keep it safe, and share it with customers and members of our own team...and we have support if needed, so it's great. Also, when we saw the interface and its options, we immediately recognized its potential, so we knew it would be a good decision to use it. And it's been this way so far.

What's your favorite Helpjuice feature?

Unlike Hubspot (that doesn't include it), the translation feature is really time effective and it allows us to automatically translate and just proofread instead of having to do the whole thing on our own. It is perfect, as well as an archive of our relevant content. Can you imagine a place where you can easily find all the information well organized, manageable and the possibility of translating it to the different languages you need to?

We do, and we found it. Its name is Helpjuice and we had accepted it as another powerful tool at the service of our company.

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

It is great approaching the customers with some Helpjuice's links to our content on the emails we send them. We look more professional and it helps our customers to be more effective as well, as they can read and have the answers to their problems there for the future. Our customers are, then, more independent and happy to solve problems and doubts on their own. They know we can always help them via call or email to our departments, but it feels good having a platform with answers and knowledge at your disposal.

On the other hand, our team had trouble learning from each other, etc. It seems we are always answering the same questions (about products, and services...) and Helpjuice gives us the possibility of a unique point for the same content together. This means all colleagues are able and equal to learn the same content and grow together. Furthermore, it will be easy to teach new colleagues when they join the company (they can go to the platform in case they have some doubts and learn and consolidate their knowledge about the services and products we offer).

What kind of an impact has Helpjuice had?

In the last three months, we had 42.000 visualizations of our articles and more than 9.000 searches. 

These are interesting numbers, we recognize the platform helps us to distribute knowledge more quickly than other ways (making training live or via video calls). We all agree our customers need some answers to their questions that we sometimes can't answer live, at the moment, but Helpjuice does it for us.

Having Helpjuice at your disposal is like having, at the company, more people taking care of our customers, so we are more effective and our customers are grateful for that.

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