Attention: Facing a Flood of Support Queries?

For software companies, providing quick and effective solutions to customer queries is a cornerstone of success. Comb Works, a rising software development firm specializing in productivity tools, faced a similar challenge. Based in Naperville, Illinois, Comb Works has made waves with its innovative software solutions designed to optimize workflows for small to medium-sized businesses. However, as the company grew, so did its customer support needs.

Interest: The Challenge of Scaling Customer Support

According to Matthew Grigas, Director of Customer Acquisition at Comb Works, "We were looking for a way to provide answers for our software so that we don’t become inundated with emails and/or phone calls." With increasing user adoption, the support team needed a scalable solution to empower customers with self-service options. "The more that we can assist customers through our knowledge base, the better the customer experience," Grigas emphasized.

Initially, Comb Works experimented with posting video tutorials on social media and incorporating them into email campaigns. While the approach had some merit, it failed to reach users when they needed it most: at the moment of encountering an issue. Comb Works needed a robust knowledge base that could integrate seamlessly with its existing workflows and serve both as a support tool and a marketing asset.

Desire: Why Helpjuice Stood Out

Comb Works evaluated several knowledge base solutions before selecting Helpjuice. "Out of all the software, your integration with Wizardshot and Loom was what made you stand out for our tutorials and help articles," Grigas explained. Helpjuice’s unique ability to combine video tutorials with AI-driven step-by-step guides made it the perfect fit for Comb Works’ dual goals of customer support and marketing.

Grigas particularly appreciated Helpjuice’s intuitive video creation tools. "Unlike other software platforms, I love that with Helpjuice I can create videos that showcase how our product works and then use that data along with AI to compose helpful, step-by-step directions," he said. This feature allowed Comb Works to create high-quality tutorial material at an impressive pace.

Action: Transforming Customer Support with Helpjuice

Implementing Helpjuice revolutionized Comb Works’ approach to customer support. The results were immediate and impressive:

• 4-5x Faster Content Creation: "At this point, we’re noticing that we can create tutorial material 4-5 times faster than we were when we were creating them on our own," said Grigas. This efficiency boost allowed Comb Works to keep pace with its growing user base without overextending its support team.
• Reduced Support Volume: By providing users with an accessible, self-service knowledge base, Comb Works saw a significant reduction in support queries via email and phone.
• Enhanced Customer Experience: With clear, engaging tutorials available at users’ fingertips, customer satisfaction levels soared. Future customers exploring Comb Works’ solutions also benefited from the comprehensive resources available online.

Quantifiable Impact

The integration of Helpjuice has been a game-changer for Comb Works. Here’s how the numbers stack up:

• 80% Reduction in support emails and phone calls.
• 4-5x Faster tutorial creation, enabling Comb Works to focus on innovation rather than reactive support.
• Increased Customer Retention: Users who accessed the knowledge base were 25% more likely to renew their subscriptions.

"The more that future customers can see the tutorials and help sections, the more familiar they become with the product. It then becomes both helpful as well as a marketing tool," Grigas noted.