Case Study: Two Step Social reduces customer support time by 50% with Helpjuice

How One Social Media Agency Reduced Customer Support Time by 50% with Helpjuice

Two Step Social, a social media management agency in Charlotte, North Carolina, needed a better way to handle customer support as the team grew. Their responses were becoming inconsistent, and staff often struggled to draft replies quickly and confidently, creating a scaling challenge for the business. Helpjuice’s knowledge base software was introduced to help centralize support information and improve response consistency.

By implementing Helpjuice, Two Step Social built an internal FAQ database that team members could search and reuse when answering client tickets. Helpjuice made it easier to create and update articles, improved searchability, and helped maintain a consistent tone across support responses. According to the founder, Helpjuice reduced the time he spent helping his team with ticket replies by about 40–50%, delivering a major productivity boost and making support more scalable.

Two Step Social

Will Brown

Founder