Case Study: Virgin Mobile achieves a 40 percentage-point increase in customer self-service with Helpjuice

Virgin Mobile Delivering 40% More Self-Service Support To Customers With Helpjuice

Virgin Mobile (Chile), a telecommunications provider, needed a more effective self-service strategy as customer behavior shifted and their existing knowledge base was underperforming (click rate under 5%). They selected Helpjuice for a centralized, data-driven, SEO-friendly knowledge base to surface weaknesses, enable multi-user content updates, and deliver resolutive self-service across channels.

Helpjuice implemented a customizable knowledge base with detailed analytics, SEO capabilities, multi-user permissions, and rapid customization/bug-fix support, allowing agents and IT to continuously improve content. The result: Virgin Mobile’s self-service rate rose by about 40 percentage points (from under 5% to roughly 45%), faster customization turnaround measured in hours, and improved tracking of article visits, searches, clicks and customer feedback—delivering a measurable boost in customer self-resolution.

Virgin Mobile

Javier Espinosa

Head of Customer Care Planning