Case Study: StoreTraffic cuts support calls and avoids hiring extra reps with Helpjuice

SaaS Platform Replaces Hiring More Support Reps For a Self-Service Knowledge Base For Customers

Storetraffic, a Quebec-based retail company with an 11–50 person team, needed to cut support call and email volume without hiring more reps. After struggling with MS Word/PDF manuals, DocuWiki and SharePoint, they chose Helpjuice’s cloud SaaS knowledge base to provide a simple, customizable, cross-device self-service Wiki for customers and internal procedures.

Helpjuice implemented a cloud-hosted knowledge base with superior search, versioning, granular publish permissions, and multimedia embedding, which Storetraffic integrated into customer responses and training materials. The change reduced support contacts (avoiding the need to hire additional support staff), eliminated on-premise maintenance headaches, and kept content up to date — Storetraffic rated Helpjuice’s product and support 9/10.

Storetraffic

Chris F

Technical Lead