Case Study: DSI achieves 25% QA score increase and lower average handle time with Helpjuice

Since started using Helpjuice, DSI managed to increase their QA scores by 25%

DSI, a U.S. telecommunications company (201–500 employees), was struggling to make large volumes of cross-departmental information easy to find and digest, which increased average handle time (AHT) and hampered agent performance and QA. To address this, DSI chose Helpjuice’s knowledge base to centralize call-handling procedures and give agents fast access to the information they need.

Helpjuice delivered a fully customizable KB with features like accordions and decision flows that improved navigation and content findability; pilot agents reported faster information retrieval and lower AHT. As a result of Helpjuice’s solution, DSI achieved a 25% increase in QA scores, turned articles into a one-stop shop for call handling, and benefited from better SLA and support.

DSI

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Training Specialist/KB Admin