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Virgin Mobile Delivering 40% More Self-Service Support To Customers With Helpjuice

Quick Overview

Industry: Telecommunications 
Location: Chile
Team Size: 1,000 - 5,000

"Thanks to Helpjuice, we're seeing 40% more customers self-service themselves" – Javier, Head of Customer Care Planning


Industry: Telecommunications 
Location: Chile
Team Size: 1,000 - 5,000

Telecommunications

(1,000 - 5,000 people)


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

The Telecommunications market and our customer behavior is steadily changing. Nowadays, organizations should deploy updated and resolutive self- service tools to solve our customer inquiries in a snap.

We seaked out a data driven and SEO-friendly solution capable of showing us the knowledge base weaknesses in order to constantly deliver updated and fresh content.

Prior to Helpjuice, we were seeing a knowledge base click rate of under 5%, when they were trying to self-serve. After implementing Helpjuice, our self service rate has increased by 40% (to 45%).


What's the purpose / goal of your KB?

Nowadays customers can choose over multiple channels to interact with companies, our duty is to deliver accurate information across all channels based on a centralized knowledge. Helpjuice provide us a community focused and self-service reliable tool.

Moreover, multiple users and permissions can be created. Therefore, agents and teams are now able to update and create content, empowering them into the customer experience.


Why did you decide to use Helpjuice?

Helpjuice is a simple solution that aims to solve a very specific problem: Improving Customer Experience by a dedicated and centralized knowledge base.

The only way to improve content in the right direction is getting as much analytics as possible, Helpjuice give us detailed data reports and SEO-friendly capabilities. Besides, our IT Team is able to make changes throughout the code.


What solutions did you approach/try, before deciding to go with Helpjuice?

We used several solutions in past years, recently we were supported by an in-house development and other softwares out in the market.

What kind of an impact has Helpjuice had on your company?

We've seen our self service rate go up by 40 nearly percentage points. Besides, one of the best Helpjuice feature are customization request, generally solved within hours. As several projects are taking place in companies, sometimes it is hard to prioritize 'minor' changes that might be rather important, like visual improvements and other features.

As Helpjuice provides support for whether bugs and customization, the final product fulfilled our requirements and overall expectations.

What's your favorite Helpjuice feature?

One of the very best features of Helpjuice is that any customization request is solved within hours. I think that is the bottom line that would make you one the best in the field.

Regarding some other features, being able to track articles visits, searchs, clicks and customer reviews by different views and formats could make the difference with other solutions.

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