Wefunder sees a reduction of at least 700 emails a week since they started using Helpjuice

Quick Overview

Industry: Internet Publishing

Location: USA

Team size: 11 - 50

" Helpjuice is a game-changer to providing a lot of information to both set of customers, in a clean format, that is easy to update when the SEC changes or updates its regulations. - Elena Weissmann, Marketing and fundraising support"

Industry: Internet Publishing

Location: USA

Team size: 11 - 50

Internet Publishing

(11 - 50 people)

What's the purpose/goal of your KB?

Our goal with Helpjuice is to provide as much information as possible to our founders and investors. This provides them with a better experience and also cuts down on time spent emailing with them. 

For example, our investor support team used to get 50+ emails a week around a single question, the answer to which was not available on our website. That's a lot of wasted time spent answering the same question, and also frustrating to investors to not be able to find the answer easily. So we just updated our FAQ landing page using Helpjuice with the answer to the question, and that immediately cut down on the number of emails we were receiving with this question. The other value-add is that now, when customers ask that question, we can just send them the link to the answer on our FAQ. 

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

Prior to Helpjuice, we were using Google Docs to catalog information and sending that over to founders and investors, which doesn't look very professional, is not 100% secure, and can easily be lost or duplicated.

We realized that this had to change and started looking for Knowledge Management Software, and found Helpjuice. We knew once we had learned more that this product would be a game-changer for our team.

Why did you decide to use Helpjuice?

We chose Helpjuice because of several features: it had an intuitive interface that was easy to learn quickly and get adapted to; it also had features that enabled quick and easy collaboration with coworkers. It was also 100% self-service and autonomous - anyone at the company can join Helpjuice and begin updating landing pages / FAQs that day, without much - if any - training needed. 

Another big bonus was the cataloging / categorization it enables - for example, our FAQ is organized by sections, and within sections there are questions that investors can click on to expand. This allows investors to easily toggle into and out of sections and questions without seeing all the text up front, which would be overwhelming. 

What's your favorite Helpjuice feature?

Unlike manually updating a webpage - which would require help from engineers - I love that I can easily update information on Helpjuice without needing any help, or create brand new landing pages to address new questions from customers as they arise. 

I also love that Helpjuice has easy-to-use search tools within the product. For example, if I created a new FAQ section a week ago in Helpjuice, I can just search for a key term in that FAQ and I'll find it and pull it up right away. I also love that I can create drafts of landing pages without publishing them right away - that way my team can review it first before it's published. 

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

We use Helpjuice as a way to easily update text on landing pages on our website or create new landing pages. Generally the pages are just answering FAQs or relaying information to our customers. For example, I used Helpjuice to create https://help.wefunder.com/marketing_guide, which has been extremely useful for knowledge sharing with our customers (vs manually answering questions over email on these same topics over and over again).

Our product is more complicated than most, as it is heavily regulated and we need to be compliant with the SEC's guidelines. To add on to that, we are a two-sided marketplace, so we have two sets of customers, founders and investors. Thus, having Helpjuice is a game-changer to providing a lot of information to both set of customers, in a clean format, that is easy to update when the SEC changes or updates its regulations. 

What kind of an impact has Helpjuice had?

I would estimate that Helpjuice has led personally to a reduction of at least 10 emails a week for me; if I were to expand that out to my team, that's at least 700 emails a week (but likely way more, especially for those in support-facing roles). 

We also have likely seen an uptick in investment volume due to having such an extensive FAQ on our website that facilitates investors going on to make an investment on the platform, and founders being able to use our platform to raise funds from the crowd. This is difficult to quantify, but at least a 10% increase in business. 

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