Case Study: KaarbonTech achieves a 70% reduction in support tickets with Helpjuice

KaarbonTech support tickets dropped by 70% thanks to Helpjuice

KaarbonTech, a UK-based information technology company that provides asset-management software to local government and field surveyors, was struggling with rapid user growth, frequent onboarding questions, and a rising volume of support tickets. To provide an integrated, easy-to-use repository of help content and reduce reliance on phone/email support, KaarbonTech selected Helpjuice’s knowledge base and widget with customisation and developer support.

Helpjuice delivered a customised, app-integrated knowledge base that supports video and visual step‑by‑step guides with minimal coding and fast developer-led tweaks. As a result of Helpjuice’s solution, KaarbonTech saw support tickets drop by about 70% and expects a 10–15% increase in successful upsells, alongside faster onboarding and fewer routine queries.

KaarbonTech

Guy Harvold

Creative Support Manager