#1 most frequent
United States of America
55.5%182 installations of 328
What is Helpjuice?
Helpjuice is a web app that companies can use to keep their help pages up-to-date. Instead of answering the same question repeatedly, companies can use Helpjuice to keep track of content. This app includes analytics that enable businesses to see the content their users are searching for the most as well as content that needs improvement. The vendor says that companies that manage a support page full of FAQs and user guides can benefit from using Helpjuice.
Categories & Use Cases
Media
1 / 10
Screenshot of Matter
Top Performing Features
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Areas for Improvement
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.9
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
Who Buys & Uses Helpjuice
#2 most frequent
Australia
8.5%28 installations of 328
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
5.2%17 installations of 328
Helpjuice Knowledge base made easy
Use Cases and Deployment Scope
We use Helpjuice to manage our knowledge base for our proprietary recreation management software. We moved to Helpjuice from a HTML coded knowledge base that was built into our software. With this old model, updates to the help were difficult because they had to be HTML coded and each change to the help had to wait for the next product build cycle. With Helpjuice, we have the built-in editor that makes updates as easy as editing a MS Word document, and new information can be added as soon as it is available. Helpjuice has allowed us to create a one-stop shop for all our self-help resources. We can now provide deep dive topic documents, field-level help, question/ answer short-format articles, video content, modification listings, and so much more! With the addition of the Helpjuice AI, we have seen a huge positive response from our customers who find it is an incredibly accurate and useful resource for finding answers quickly. For me as a Helpjuice admin, I appreciate the broken link checker and the feedback feature, which combined help me clean up our articles and provide a better experience to our customers.
Pros
- Content Management
- AI search
- Article creation
Cons
- Article feedback disappears when resolved, would like to see a integration with Jira which we now use to track feedback changes.
- Analytics for the AI search would be appreciated. Currently we have no idea how many people are actually using this feature.
- A way to train the AI search bot. Currently there is no way to up/down vote answers or indicate how accurate or helpful an answer is.
Return on Investment
- We see on average 300 searches every business day.
- We see much more engagement with content now that we host everything on Helpjuice. Before that, content was scattered across multiple channels, and customers struggled to find what they were looking for (or even knew where to look).
- Helpjuice makes file management easy, and we see our video content get the most engagement.
Usability
Other Software Used
Atlassian Jira, Microsoft Dynamics 365, Adobe Premiere Pro
Helpjuice Made Our Team Smarter Better Faster and Stronger
Use Cases and Deployment Scope
Helpjuice has become my company’s go-to platform for housing SOPs and different departments’ procedures. I work for a very large corporation and different departments utilize different methods of hosting and publishing their materials. For me, my departments were really old school. I was publishing items on Microsoft Publisher as PDFs and they were being stored on shared drives—very risky stuff. Helpjuice has not only modernized the way I publish and store SOPs, but it has eliminated the risks of creating files that could easily be deleted or manipulated on shared drives.
Pros
- Coding options
- Analytics/backend info
- Customer support
Cons
- Limited editor
- Strange formatting
Return on Investment
- Migrating to Helpjuice has reduced our SLA turnaround time for publishing from 41 business days to 21 days, a 49% difference, with some requests being published in as little as five business days, an astonishing 88% reduction in SLAs.
- As a centralized platform, requests are sent directly to us directly and they are assigned to one writer, who will complete the entire process, beginning to end.
- Publishing is now completed an average of 26 times faster, using an average of 85% fewer writers.
Usability
Alternatives Considered
Microsoft Publisher
Other Software Used
monday.com, Microsoft Copilot, Pixelmator Pro
Looking to build an internal wiki? Helpjuice has the answers you're looking for
Use Cases and Deployment Scope
When we started looking at platforms to build an internal wiki, Helpjuice far outperformed its competitors. One of the features we enjoy is the publishing access. All team members can write articles, but they must be approved by a member of management to ensure accuracy. We also really like the AI tool Wizardshot. It has helped reduce the time someone spends creating an article by allowing screenshots of the completed work. Once we are done building our internal platform, we like that Helpjuice offers an external feature we can turn on. If your organization is looking for a similar tool, I recommend Helpjuice.
Pros
- We were looking for a publishing feature where there would be some required oversight.
- We have really enjoyed the AI Tool of Wizardshot as it has helped reduce the time spent writing articles.
- The analytic dashboard to see who has contributed what and which articles are the most clicked on is wonderful
Cons
- We do wish Wizardshot would work outside of a web browser as some of our work is done on other platforms.
- It would be nice for Helpjuice to send reminders if someone has not logged in and contributed during a certain timeframe.
- I would like the default when publishing an article to be internal only instead of having to change the access each time.
Return on Investment
- Thus far the product has helped us get historical knowledge down for others to share in.
- We are seeing questions from new hires reduce as they are able to refer to the wiki as we continue to build it.
- We are using this as an internal FOCUS goal for all employees and thus far they are hitting the 30-minutes per week metric.
Usability
Alternatives Considered
Nuclino, BookStack and Microsoft SharePoint
Other Software Used
Microsoft 365
HelpJuice Review
Use Cases and Deployment Scope
We used HelpJuice for both a public and internal knowledge base. Our public knowledge base served our patients and families with articles about common diagnostic questions related to pediatrics. Our internal knowledge base contains information specific only to our organization (guidelines, policies, newsletters, etc.)
Pros
- customer service
- very customizable
- user friendly interface
Cons
- article redirects
- AI answers
- search results
Return on Investment
- Increased patient satisfaction
- Increased clinician efficiency
Usability
Best Knowledge Base Platform
Use Cases and Deployment Scope
Helpjuice helped me to gather information and to learn more. Its practical and formative content helped me to grow in my field and to learn new things which I cannot find anywhere else. It helped me to gain new tactics and tips. With the help of that, I have converted more clients then ever.
Pros
- Provides exact information
- Practical Knowlege
- Useful information
Cons
- Need to write some exact words or problems
- Need to add more details in some area
- Can improve its UI UX
Return on Investment
- Converting clients
- Tickets management
- Client management
Alternatives Considered
Zendesk Chat, Freshdesk and ChoiceView Live Agent
Other Software Used
Zendesk Support Suite, Freshdesk Contact Center (Formerly Freshcaller), ChoiceView Live Agent
