"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"
Touch Systems is an industry-leading software company based in Belgium. With a wide range of products and services, they sought to reduce their phone calls and streamline their internal documentation process. When all other approaches failed, they decided to turn to Helpjuice, a knowledge base software. Now, they are noticing positive changes, with a 10% reduction in phone calls and employees spending 30 minutes less per week searching for the right information they need.
Touch Systems had two main problems: they were getting too many phone calls with simple questions, and their internal documentation was disorganized, with documents scattered across their server and only one person knowing where everything was stored.
“We had 300 phone calls per week, and we wanted to reduce this to 200,” says Laurens Van de Velde, owner of Touch Systems. “And our internal documentation was a mess. We needed a structured knowledge base with a search function.”
To solve these problems, Van de Velde looked to Helpjuice. “I searched a lot on the internet and Helpjuice wasn’t always the first one they mentioned,” he says. “But I surfed to all the websites and this was the one with the most clear price structure and clear software.”
Van de Velde also appreciated Helpjuice’s personal approach. “The people of the company are very friendly and help out where they can, which I also think is good,” he says. “They have a great help center where you can ask questions and submit feature updates. You can vote for features to be developed. This way you have the feeling you are also building the platform.”
Since implementing Helpjuice, Touch Systems has seen positive results. “We are noticing a 10% reduction in phone calls,” says Van de Velde. “Plus, our own employees tell us they spend 30 minutes less per week searching for the right information they need.”
Van de Velde is looking to push these results even further. “We want to add more and more articles to the knowledge base to get that 30% reduction we wanted,” he says. “We believe we can do this if we push the customers and ourselves to this solution.”
In addition to the reduction in phone calls and time spent searching for information, Van de Velde has been impressed with Helpjuice’s language settings. “It has great built-in language settings, so you can make the knowledge easily accessible in multiple languages,” he says. “It is very easy to use and well structured. You don’t have to look for a long time to find a certain feature.”
By implementing Helpjuice, Touch Systems has seen a 10% reduction in phone calls and employees spending 30 minutes less per week searching for the right information they need. With great language settings and a streamlined, easy-to-use platform, Touch Systems is looking to add more and more articles to their knowledge base to push the results even further.
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.