Case Study: Nuvemshop Reduces Customer Contact Rate by 37% with Helpjuice

Nuvemshop Reduces Customer Contact Rate by 37% with Helpjuice!

Nuvemshop, a São Paulo-based eCommerce platform serving more than 10,000 merchants across Brazil and Latin America, wanted to improve customer service by giving users a self-service way to find answers. To do that, the company chose Helpjuice and its Self-Support/knowledge base product to reduce the volume of customer inquiries and improve the overall support experience.

With Helpjuice, Nuvemshop built and promoted a structured knowledge base with helpful features like categories and visual tools such as accordions to make tutorials easier to use. The result was a 37% reduction in customer contact rate, along with improved customer satisfaction, loyalty, and a faster, more autonomous support experience for customers.

Nuvemshop

Samy Oda

Self Support Analyst