“Helpjuice helped us reduce 47% of our support tickets compared to last year — that’s thousands of repetitive questions eliminated.” — Giuseppe Stirpe, Head of Support & Engineering at ThinScale Technology
ThinScale Technology, headquartered in Dublin, Ireland, is a fast-growing software company specializing in secure remote working solutions for enterprises worldwide. With an international client base spanning finance, healthcare, and customer support industries, ThinScale is known for helping organizations securely manage their remote and hybrid workforce.
But with rapid growth came a major challenge: their support and engineering teams were overwhelmed with repetitive questions, onboarding new employees was time-consuming, and customers increasingly demanded immediate, around-the-clock answers.
“Our goal was simple,” explains Giuseppe Stirpe, Head of Support & Engineering at ThinScale Technology. “We wanted to reduce simple and repetitive questions, show users exactly what to search, and provide support outside of working hours.”
Unlike many companies that spend months evaluating multiple platforms, ThinScale went all-in with Helpjuice from day one. After reaching out to several vendors, Helpjuice impressed them immediately with their responsiveness, customization, and hands-on support.
“We searched around and they were the first to respond to our query. The journey began right there,” recalls Stirpe. “Implementation was super-fast, customization was spot on, and the support team — Emil, Edi, and Ivanna — played a key role in getting our knowledge base live without any hiccups.”
The decision was also cultural. “Like us, Helpjuice was a startup, and we decided to invest in them the same way our customers invested in us,” says Stirpe. “It has been smooth sailing ever since, with the team always ready to engage and respond quickly to our requests.”
Since implementing Helpjuice, ThinScale Technology has achieved a 47% year-over-year reduction in support tickets. This dramatic drop has freed up the support and engineering teams to focus on higher-value work, while customers get answers faster than ever before.
By creating internal articles, step-by-step guides, and video tutorials within Helpjuice, ThinScale cut down onboarding time for new hires significantly. Instead of shadowing or waiting for live training, employees now have a centralized knowledge base to get up to speed quickly.
The integration of the Helpjuice chatbot has been a game-changer. Customers can now access answers directly from the knowledge base without waiting for an agent or sending an email. This has extended ThinScale’s support availability to 24/7, enhancing customer satisfaction.
“The chatbot added so much more power to our knowledge base. I absolutely love it,” says Stirpe. “It gives our customers instant access to reliable answers, and that’s priceless.”
Helpjuice’s analytics provided ThinScale with valuable insights into searches and keywords, helping them identify knowledge gaps and continuously improve their content.
“The analytics are fantastic,” Stirpe notes. “We can see exactly what customers are searching for, where they struggle, and adjust our documentation to fill those gaps.”
ThinScale Technology’s experience highlights how a well-implemented knowledge base can transform customer support operations:
ThinScale’s story proves that investing in the right knowledge management tool pays off exponentially. For startups and enterprises alike, choosing a platform that combines ease of use, robust customization, and responsive support can redefine customer success.
“Helpjuice is more than just a knowledge base,” concludes Stirpe. “It’s a partner that helps us scale our support and empowers both our team and our customers.”
Ready to cut down your support tickets like ThinScale? Try Helpjuice today.
Browse through our collection of case studies to see how companies across industries are leveraging Helpjuice to transform their knowledge management.
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