Case Study: Dufresne Spencer Group improves knowledge access and team efficiency with Helpjuice

How the Dufresne Spencer Group Transformed its Remote Team with Helpjuice

Dufresne Spencer Group, a furniture and appliance retailer with a large remote customer service team, needed a better internal knowledge base to help agents resolve customer questions faster. Their previous KB was difficult to use, led to longer resolution times, and made it hard for remote staff working across phone, chat, and email to quickly find the information they needed.

Helpjuice provided the knowledge base solution, and the migration was completed in just a couple of weeks. Dufresne Spencer Group saw immediate adoption, with usage rising from about 200 hits per week in the old system to 198.25 searches per week in the first four weeks on Helpjuice, while content findability improved to 91% accuracy.

Dufresne Spencer Group

Kayson Macallan

Manager, Guest Care