Attention: A Growing Furniture Brand Facing Knowledge Chaos

Article, headquartered in Vancouver, Canada, is a leading direct-to-consumer furniture company known for its stylish, modern designs and fast delivery across North America. With hundreds of thousands of happy customers, Article’s customer support team plays a crucial role in maintaining their brand promise of simplicity and quality. But behind the scenes, there was a major challenge: knowledge was scattered everywhere.

Agents were searching through Google Docs, Slack threads, spreadsheets, and even emails just to find the right answer. The lack of a central knowledge source led to slower response times, inconsistent communication, and frequent escalations to specialists. For a company handling hundreds of support conversations daily, this inefficiency was unsustainable.

“Before Helpjuice, our biggest challenge was knowledge being scattered across multiple places. Agents had to search in three or four different tools to find the right answer, which slowed down response times and caused inconsistency.” — Alex Hayes, Product Knowledge Specialist, Article

Interest: The Need for a Purpose-Built Knowledge Base

As Article’s product line grew, so did the complexity of their knowledge management needs. Their makeshift systems of Docs, Sheets, and pinned Slack messages could no longer keep up. Outdated information, poor search functionality, and version control issues meant support agents were often unsure if they had the latest, most accurate response.

What they needed was a centralized, reliable, and easy-to-update knowledge base designed specifically for scale. That’s when Article discovered Helpjuice.

“We chose Helpjuice because it was built for knowledge management — not just another add-on wiki. The simplicity of creating, updating, and organizing content was a huge selling point.” — Alex Hayes

Desire: Transforming Customer Support With Helpjuice

Since rolling out Helpjuice, Article has transformed how knowledge is managed and shared across the organization. Agents now have instant access to accurate, brand-consistent answers, and new hires can self-serve from day one. The impact has been measurable and game-changing.

Quantifiable Results

 -  25% reduction in repetitive tickets — Customers are being helped faster because agents can instantly pull the right answer.

 -  30% faster onboarding — New hires now ramp up in weeks instead of months.

 -  Hundreds of hours saved monthly — Fewer escalations to specialists and less time wasted searching across tools.

 -  Higher consistency scores in QA — Agents provide aligned, customer-ready answers drawn from a single trusted source.

“Helpjuice has transformed the way we manage and share knowledge. It’s not just about saving time — it’s about giving our agents the confidence to deliver excellent customer experiences every single day.” — Alex Hayes

Favorite Features

One of Article’s favorite features is the powerful search functionality. Unlike digging through Google Drive or scrolling endless Slack messages, Helpjuice delivers the exact answer instantly. A quick keyword like “velvet care” or “shipping timeframes” immediately surfaces the official, pre-approved response.

They also value the easy editing and publishing workflow. Product Knowledge specialists can update an article in minutes, ensuring frontline agents always have the latest, most accurate information.

“The speed and accuracy of Helpjuice’s search, combined with how easy it is to update content, has been a complete game-changer.” — Alex Hayes

Action: Scaling Knowledge for Better Customer Experiences

With Helpjuice, Article has built a single source of truth that empowers agents, accelerates onboarding, and ensures consistent communication with customers. The knowledge base has become the foundation of every customer interaction — from explaining a shipping policy to walking a customer through care instructions for a full-aniline leather sofa.

If your organization is struggling with scattered knowledge, repetitive tickets, or inconsistent customer communication, it’s time to consider Helpjuice. Just like Article, you can save time, improve consistency, and give your agents the tools they need to deliver exceptional experiences.