" Our onboarding process has been accelerated from taking about two weeks to get into certain systems, processes, and support tasks to 1-2 days. We can share our information exponentially more quicker. " - Shelby Perry-Wilson, Member Services Specialist ,FoundersCard LLC
We receive hundreds of support emails a day and with expanding our team we needed a central location for links, tips, how-to's, step-by-steps, processes, etc. We needed a place to keep all of our information to make it accessible anytime by anyone on the team. We do not use a traditional manual so this was an integral piece of the puzzle for us and continues to be.
We are working to make an external version as well and share articles with our clients/members to give them more information and hopefully cut down on support emails that we receive and refocus our team on bigger and better service overall.
We had an internal page on our site that was static and hard to update. We also used Docs in Help Scout which worked for a bit but we wanted to have hundreds of pages and just make this the know-it-all place and we would outgrow that solution quickly.
Easy to use and a clean platform for sharing information. Not too many hoops to jump through and is very straight forward to edit and also just as a viewer.
We can have so many articles, the search feature pulls from all areas of the article. Formatting is better within the articles.
We receive hundreds of support emails a day and with expanding our team we needed a central location for links, tips, how-to's, step-by-step, processes, etc. We needed a place to keep all of our information to make it accessible anytime by anyone on the team. We do not use a traditional manual so this was an integral piece of the puzzle for us and continues to be.
We are working to make an external version as well and share articles with our clients/members to give them more information and hopefully cut down on support emails that we receive and refocus our team on bigger and better service overall.
We save easily over 30% of time teaching and reteaching colleagues about general functions that they might not use often on a daily basis from veteran colleagues to rookies. Our onboarding process has been accelerated from taking about two weeks to get into certain systems, processes, and support tasks to 1-2 days. We can share our information exponentially more quicker and have a tool where everyone can look.
We share videos/screen share in one place and can search for anything in the field which takes half of the time it did before. As we expand our Helpjuice externally - this will likely take hundreds of support cases off our hands and give our members/clients a place that they can go to find their information that is accurate, up to date, can be edited in real-time and we can add to it regularly (something we cannot do right now as easily). Our tech development team will be saved hours of time a week with this solution and ideally we can refocus much of our internal efforts to elevate the brand and innovate how we service and grow.
