"We were onboarding lots of customers and could not have dealt with the number of requests without Helpjuice - Daniel Maerz, Project Manager"
KraussMaffei Technologies GmbH is a German plastics and rubber machinery company based in Munich, Germany. The company is one of the world’s leading manufacturers of injection moulding machines, reaction processes and extrusion technology.
KraussMaffei Technologies GmbH needed to find a way to reduce their customer support requests and meetings. To do this, they needed a simple “blog”-engine to provide product updates for their customers. After trying several solutions, such as Document360, Zendesk and Confluence, they decided to go with Helpjuice.
“We chose Helpjuice because it provided easy Javascript integration without the need for SSO. We wanted to keep our knowledge base “hidden” from the internet and just reachable within our product website. The easy editor and lot's of customization possibilities were also great.”
The goal of the knowledge base was to reduce support requests and meetings for their customer support, provide support to their customers all around the world in different timezones and languages 24/7, and to communicate product updates (new features, etc.) with their customers.
The Javascript “private” integration provided by Helpjuice allowed KraussMaffei Technologies GmbH to keep their knowledge base “hidden” from the internet, while still reachable within their product website. HTML Customization also allowed them to customize their knowledge base to fit their brand.
Helpjuice has had a dramatic impact on KraussMaffei Technologies GmbH, reducing customer support requests by 25%. This has allowed them to onboard more customers, without having to deal with a huge influx of support requests.
Daniel Maerz explained: “We were onboarding lots of customers and could not have dealt with the number of requests without Helpjuice. Helpjuice has allowed us to provide our customers with the support they need, 24/7 and in different timezones and languages.”
Helpjuice has helped KraussMaffei Technologies GmbH reduce customer support requests by 25%, allowing them to onboard more customers. The Javascript “private” integration and HTML customization provided by Helpjuice have allowed them to keep their knowledge base “hidden” from the internet, while still reachable within their product website. Helpjuice has also allowed them to provide their customers with the support they need, 24/7 and in different timezones and languages.
