FlowWright, a software development company based in the US, was looking for a way to create a centralized documentation site for their customers. After considering many solutions, FlowWright decided to go with HelpJuice for its simple and intuitive user interface and feature set. With HelpJuice, FlowWright was able to create an efficient knowledge base and provide their customers with an easy way to find answers to their questions. As a result, FlowWright's support tickets have decreased by 30%, and they are able to onboard new team members and customers 2x faster.
FlowWright created their products with the best user experience in mind. They wanted to make sure their customers had the best experience possible when using their products. To achieve this, they needed a way to provide documentation and training materials in an organized way.
“We used to ship our product documentation, user manuals, and guides with our product installation,” said Dileepa Wijay, CTO/Chief Architect of FlowWright. “This was a very tedious task in collecting documentation, updating, and managing. We wanted to provide all our product documentation through an online documentation site.”
FlowWright also has multiple team members updating their documentation from offices around the world, and they needed a way for them to access and manage their documentation from a centralized platform. After considering many solutions, FlowWright decided to go with HelpJuice.
“We looked at a number of solutions,” said Wijay. “We went with HelpJuice for two reasons. Firstly, we got a recommendation from another colleague, and secondly, we liked the simple and intuitive UI to use. HelpJuice also had the feature set that we were looking for.”
HelpJuice helped FlowWright create an organized and effective knowledge base. The knowledge base was designed to provide customers with an easy way to find answers to their questions. It also included embedded YouTube videos for documentation and training purposes.
“We wanted to organize our content in a well-organized structure,” said Wijay. “We wanted to embed a lot of YouTube videos for our documentation and training purposes. HelpJuice does a good job of arranging our content into folders and providing content-related functions such as moving. We also like the idea of having content at different levels and permissions.”
For Wijay, the analytics view is the most important. “I want to know how effective and efficient our documentation is,” said Wijay.
With HelpJuice, FlowWright has been able to improve their support and training processes. They have seen a 30% reduction in their support tickets and are able to onboard new team members and customers 2x faster.
“We have heard from some of our customers that they didn't have to put in a support ticket since they found the answer in our documentation site,” said Wijay. “With our online training, we are able to onboard new team members and customers 2x faster.”
FlowWright’s favorite HelpJuice feature is the intuitive user interface. “The UI is really user-friendly,” said Wijay. “It makes it really easy to find what you’re looking for. I can search for a topic, and I can find related topics easily.”
By using HelpJuice, FlowWright has been able to create an organized and effective knowledge base. Their support tickets have decreased by 30%, and they are able to onboard new team members and customers 2x faster. They are also able to provide their customers with an easy way to find answers to their questions.
“HelpJuice has enabled us to improve our support and training processes,” said Wijay. “We are now able to provide our customers with the best experience possible.”
