Case Study: Giacom achieves 99% search success and reduced support load with Helpjuice

How Giacom World Networks Achieved 99% Search Success Rate

Giacom World Networks, a cloud computing provider based in Leeds, UK, needed a better way to handle hundreds of daily support calls about basic product setup and billing questions. To reduce pressure on its tech and customer service teams, the company turned to Helpjuice to create an easy-to-use knowledge base that would help customers find answers on their own.

Helpjuice provided Giacom with a knowledge base that integrated smoothly with its Cloud.Market portal and was simple to navigate and manage. The results were strong: Giacom reported over 1,000 unique logins per month, a 99% search success rate last month, and 2,840 searches that helped avoid more than 2,000 calls. Helpjuice’s metrics also gave the team visibility into what users were searching for, helping them identify content gaps and improve NPS scores.

Giacom

Jake Coulson

Knowledgebase Manager