Case Study: IPV (UK computer software company) achieves a 20% reduction in support tickets with Helpjuice

How IPV reduces their support tickets by 20% using Helpjuice

IPV, a UK-based computer software company with 51–200 employees, was struggling with repetitive support tickets, a clunky Zendesk helpdesk that required logins and couldn’t be indexed by Google, and a need to improve the proof-of-concept experience for prospects. They turned to Helpjuice to provide a searchable, public-facing knowledge base and a self-serve helpdesk that could also host protected partner- and staff-only content.

Helpjuice implemented a single, highly customizable knowledge base with different access levels (public, internal, partner) so prospects can self-serve while integration partners access deeper technical content behind a password. The Helpjuice solution improved the user journey, supported PoC self-service, and is estimated to reduce IPV’s support enquiries by about 20%—a significant impact for their six-person support team.

IPV

Ryan Hughes

Product Marketing Manager