Case Study: Ninety boosts user engagement and satisfaction with Helpjuice

How Helpjuice Helped Ninety Achieve Higher User Engagement and Satisfaction

Ninety, a SaaS company in the software development space, needed a better way to support its growing and diverse user base. Its Intercom-powered Help Center lacked the control, content structure, and analytics the team needed, especially for serving two user groups with different terminology. Helpjuice was brought in as the knowledge base platform to help address these challenges.

By moving its knowledge base to Helpjuice, Ninety gained stronger search, flexible article organization, multiple knowledge bases, and tabs for easier navigation. The results were significant: failed searches dropped from 758 to 202 in the first six weeks of 2024 compared with the same period in 2023, a 73% decrease. Helpjuice also helped Ninety deliver more efficient support, with over 17,000 article views during the comparison period and improved satisfaction for both customers and the support team.

Ninety

Tommy Mains

Technical Writer