Case Study: Primary Goods achieves 60% reduction in support tickets with Helpjuice

Primary Goods ticket requests dropped by 60% thanks to Helpjuice

Primary Goods, a U.S. retail company with an 11–50 person team, was spending excessive time maintaining an FAQ/knowledge base across two platforms and even needed a dedicated person to keep content in sync. To centralize updates and reduce support load, they chose Helpjuice's knowledge base platform for its user-friendly interface and built-in analytics.

Helpjuice consolidated Primary Goods’ content into a single, easy-to-update KB with search-data dashboards, letting the team update information once and track what customers search for. As a result, Primary Goods saw a 60% reduction in tickets (from 2,000 to 720 per week), a reported 90% time savings on updates, and improved accuracy of their help content thanks to Helpjuice.

Primary Goods

Toni Jugo

Director of Operations