"Using Helpjuice has revitalized the interest of our own support agents in using and promoting the company's help site. This is reflected in more suggestions that come from our Support team for new content. - Marco Armineta, Director of Customer Experience"
In a B2B environment is really important to have strong documentation to provide to customers in all stages of the business-client relationship, from the sales process to the implementation, and of course, during the life of the account.
Part of the purpose of transitioning to Helpjuice was to quickly rollout initiatives that proved difficult with our previous solution including the ability for customers to rate content and provide free-text feedback.
Before we shopped for a new knowledge base, we tried to hire the same design firm we had used to develop our KB the first time; only to realize that they had outsourced the work back then and didn't really know how to fix the issues we were encountering. Because they didn't have a relationship with the vendor any more, they weren't able to help us. At that point we turned to our internal IT team but learned that this project would go into their backlog for more than nine months.
Deciding to completely migrate to a new solution rather than fixing the current one was a leap of faith. However, we quickly realized that it was the correct decision because we are already producing content faster, and getting more metrics than before.
Helpjuice has the right combination of features, price, out-of-the-box and self-develop mix, as well as support. We looked at many big and small providers with very robust solutions but as soon as we saw Helpjuice we knew it had the right balance of critical factors.
We made the decision to sign up when we talked to a couple of their team members during a demo and realized they knew how to serve a client and were able to show how things works, not only how things looked or were supposed to work. We felt really comfortable asking questions and stood out from the crowd with their expertise.
My favorite feature is their people. It is very rare to find a group that is so responsive and quick to fix or develop solutions according to customer requirements.
I have opened a series of custom development requests that are very succinct in how they are written but the Helpjuice team always knows exactly what I'm talking about in my requests and creates the exact, perfect solution for our site. This shows how experienced they are and their capacity to understand customer needs. Their devs are like a magic ball.
Our Salesforce knowledge base was expensive, clunky, and difficult to update due to being coded with visualforce language which traditionally requires a Salesforce dev or expert to really get the most benefits out of it and customize to your needs.
We had initially engaged a consultant to develop it and quickly felt trapped with this complicated code and structure that nobody in our small company (50 employees) knew how to update. After a couple of years we knew we needed a change and a tool that had some out-of-the-box features as well as the possibility to code in html5.
While it is early to evaluate, we do see a new type of engagement with our customers where they are providing feedback to us about the content they haven't been able to find, case scenarios, or how to improve help articles they already find useful. This is a big difference from our previous solution that never had a two-way communication structure between us and our customers.
At the same time, using Helpjuice has revitalized the interest of our own support agents in using and promoting the company's help site. This is reflected in more suggestions that come from our Support team for new content.