Case Study: Hack The Box achieves a 20% reduction in customer churn with Helpjuice

Hack The Box reduced customer churn by 20% by having a well-documented platform thanks to Helpjuice

Hack the Box, a UK-based computer and network security company, faced growing support overhead, inconsistent internal procedures, and onboarding bottlenecks as it scaled. To replace rigid tooling like Confluence and centralize their documentation, they turned to Helpjuice’s Knowledge Base to document processes, reduce repetitive support queries, and make information broadly accessible across time zones.

Helpjuice implemented a customizable internal Knowledge Base, restructuring articles, access controls, and onboarding workspaces for each department. As a result, Hack the Box cut customer churn by 20%, reduced incoming support tickets by 15%, standardized 50% of previously informal procedures, consolidated 100% of documentation in one place, and now uses Helpjuice to onboard all new hires—freeing up staff time and improving community feedback.

Hack the Box