Case Study: TCL achieves a 97% first-pass answer rate with Helpjuice

TCL achieves a 97% first-pass answer rate with Helpjuice

TCL, a global consumer electronics company, faced a challenge in managing its extensive knowledge base and tracking the effectiveness of its support content for both internal agents and customers. They needed a solution to bring clarity and measurable insights to their support workflow, which led them to use the Helpjuice knowledge base platform.

By implementing Helpjuice, TCL gained powerful usage analytics that provided visibility into how content was being consumed. This allowed them to identify effective articles and optimize their knowledge base. The solution delivered significant results, including a 97% first-search success rate, a 4% reduction in new hire ramp-up time, a 5% reduction in average search time, and a 25% decrease in content creation time using Helpjuice's AI tools.

TCL