"Thanks to Helpjuice, we've been able to cut our content authoring and design time in half. It's made creating and maintaining our user guide a breeze." - Nicole Jacobs, Customer Success Specialist at CellPort
CellPort, a pioneering company in the software industry, is on a mission to redefine customer support through innovation. Based in the United States, CellPort specializes in creating cutting-edge SaaS products. They recently embarked on an exciting journey to launch a new SaaS product, and the challenge they faced was providing an interactive, searchable, in-app help guide to their customers.
Nicole Jacobs, a dedicated member of the Customer Success, Implementation, and Support team at CellPort, shared her initial challenge, saying, "We needed an interactive, searchable, in-app help guide for our new SaaS product. We are brand new Helpjuice users, so we haven't had any customers using the guide yet, but I know from past experience that having this user guide easily accessible by customers from our app will be tremendously helpful for customer support."
Prior to discovering Helpjuice, CellPort explored several knowledge base tools, including Adobe RoboHelp, ClickLearn, MadCap Flare, and more. Nicole evaluated these options meticulously but faced challenges such as clunky interfaces, high costs, and the need to download additional software.
Nicole recalled, "I evaluated many tools. We started with RoboHelp and I hated using it. I didn't want anything that I had to download - I love that Helpjuice is web-based. And the price was right!"
CellPort's journey took a significant turn when they discovered Helpjuice. Nicole was impressed with Helpjuice's web-based platform, cost-effectiveness, and the free customization assistance provided by the Helpjuice team. She mentioned, "I love that Helpjuice is entirely web-based, and I don't have to download any software that uses resources outside of the browser. I also love the assistance provided by the Customization team (plus the ability to do what I can on my own)."
One of the key benefits that Helpjuice brought to CellPort was the ease of setup. Nicole noted, "Now I can make any necessary updates at any time, and I do not have to get our development team involved at all - this is invaluable to us."
The impact of Helpjuice on CellPort's operations has been profound. Nicole reported significant time savings for both her team and the development department. She shared, "100% less time required by our development team packaging and updating the help guide - all they had to do was embed the iFrame, that is HUGE for us because it allows development to spend more time focusing on the product. My time spent authoring content and designing the guide is reduced at least 50% from when we were using RoboHelp on our old platform. Also, I spend at least 65% less time trying to do things in CSS without actual CSS experience thanks to the Customization support from Helpjuice."
CellPort's management also expressed their satisfaction with the transformation. Nicole said, "Management is extremely (I'll say 100%) pleased with the look and feel of the User Guide we are building in HelpJuice and actually surprised at 'how it includes everything together in one place'."
While CellPort hasn't been able to share the Knowledge Base externally with customers yet, Nicole is excited about the prospect. She mentioned, "They will be interacting with it very soon, and I will be happy to talk to you again about our successes using Helpjuice with customers in a few months."
Nicole also expressed her anticipation for Helpjuice's search analytics, which will aid in continuous improvement of the user guide. She believes it will help prioritize content authoring and identify UX issues that design and development can address.
CellPort's experience with Helpjuice has been transformative, saving time and resources, and setting the stage for improved customer support. As a web-based platform, Helpjuice has provided CellPort with the flexibility and ease of use they were looking for, along with the invaluable support of the Helpjuice team.
Nicole summed up her journey with Helpjuice by stating, "Helpjuice allows me to keep content updated (with customer input once they start searching for things, allowing me to decide what I need to author next), and does not require ANY work from our development team, so they can focus on fixing real bugs or usability issues (which we can discover from Helpjuice search analytics)!"
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
