Touch Systems BV reduced support phone calls by 25% thanks to Helpjuice

Quick Overview

Industry: Information Technology & Services

Location: Belgium

Team size: 2 - 10

"I spent 30% of my time explaining things to my employees, and now all that is gone. Helpjuice was a lifesaver for our company - Laurens Van de Velde, CEO"

Industry: Information Technology & Services

Location: Belgium

Team size: 2 - 10

Information Technology & Services

(2 - 10 people)

What's the purpose/goal of your KB?

With our public knowledge base, we want to cut down on customer support because the running cost of keeping support people on the phone 24/7 is way too high. Customers sometimes complained or asked us if we didn't have a manual they could read. We had a manual in PDF which was never changed and became a static thing.

We wanted to give our customers more freedom to look into problems or answer their own questions and accordingly also cut down the customer support we have to give. 

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

Before Helpjuice we used multiple tools. From our own word documents to google docs, to PDFs to an online tool - I think it was called Gardino. This gave us the possibility to create some public documents but was not searchable and had a maximum amount of pages. If you wanted to get the subscribed version, you would pay more than $100 for basic functions.

We also contacted 2 other companies: Zendesk and Freshdesk. They also offer the same as Helpjuice but you have to get other software tools with them also which comes in at a very high price. 

Why did you decide to use Helpjuice?

I've contacted the people of Helpjuice and they were happy to help us and give us a demo of what the software could do. They helped us with the layout of our knowledge base and we have the feeling they really want to help us help the customer.

They look after their customers and want their input so they can grow their product which is always a nice thing. 

What's your favorite Helpjuice feature?

Unlike a lot of other online knowledge bases, I really like that the company is personal. You know who you are doing business with and they really help you if something is going wrong or you have questions.

It is really good you can create both internal and public articles to help your customer and your own team. 

The customization of the software is also one of the nicest features. You can make your knowledge base look like you want. They have a couple of templates but I wanted something else and they made it for me. I really like their customer support of them.

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

In our company we had 2 big issues: 

  1. Too much support phone calls
  2. Not enough private documentation (for employees of the company)

This invoked the following problems: 

1. The pressure on our support was way too high. We constantly need to have people on the phone to answer urgent questions. Questions that are most of the time not that urgent, but for the customer, every question is urgent off course. 

2. The pressure on certain people in our organization. There are few people in our organization that know everything about the software and tools. If the documentation is not good enough or not searchable, this results in employees constantly disturbing those persons. 

Both problems result in a time (and cost) consuming thing.

What kind of an impact has Helpjuice had?

We are happy to say we reduced support phone calls by 25% by creating simple public pages so the customers can look into the documentation whenever they want.

Because most questions of the employees were asked to me and I spent 30% of my time explaining things to my employees, I saved a lot of time. At this point in time, I'm only spending 5% of my time explaining things. And those are new software developments where a word of explanation is needed. 

Helpjuice was a lifesaver for my company and I never regret having it.

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