Case Study: HousingLink achieves 24x7 coverage and handles 3× more inquiries with Helpjuice

Thanks to Helpjuice, HousingLink is providing 24x7 coverage to their customers and handling over 3 times the number of inquiries of the support staff

HousingLink, a U.S. nonprofit that operates web-based rental housing search services, faced a sudden influx of users during an MN CARES Act project and lacked the budget for 24/7 phone support. With only a static glossary page and a small support team, HousingLink selected Helpjuice’s knowledge base solution for its ease of use, integration options, backend organization, and analytics to deliver a more dynamic, searchable self-help experience.

Helpjuice implemented a searchable, widget-enabled knowledge base with flexible page structures and strong metrics, enabling 24x7 coverage and quick updates as the software changed. From August 2020 to February 2021 Helpjuice recorded nearly 80,000 article views and more than 7,500 searches marked as resolving inquiries, handled over three times the number of inquiries managed by the support staff, saved the equivalent of more than 1.5 FTE, and effectively increased HousingLink’s support capacity by 50%.

HousingLink

Don Combs

Project Director