Business Background

Helcim is a payment processor software offering affordable and transparent credit card payment solutions for small and medium-sized businesses across Canada and the US. With a proprietary technology stack, it simplifies operations through tools for online, in-person, and recurring payments. Known for its transparent pricing and exceptional customer support, Helcim has been a standalone payment processor for four years, managing over 9,000 processing machines.

Business Requirement

Helcim sought a solution to host and manage their customer-facing documentation to assist customers in navigating their platform and use their product features effectively. Although they had exceptional customer support, the need for a self-serve option became clear to ensure customers could access help independently, at any time, without having to rely on customer support.

Helcim previously used an in-house solution which was a traditional help site. However, they faced multiple challenges including:

• Significant internal resources were required for upkeep, leading to inefficiencies in maintaining it.
• Articles were often lengthy and text-heavy, making it difficult to follow.
• They could not incorporate walkthrough guides with text, screenshots, and video content for better clarity and presentation of information.

As a result, Helcim required a structured, user-friendly platform to streamline content creation and improve the accessibility of support resources for their customers.

Business Solution

Helcim transitioned to Document360 to enhance their knowledge base and provide customers with an improved self-serve learning experience. The team says Helcim has saved significant time and costs by automating upkeep, eliminating the need for dedicated internal resources.

The following features make Document360 a great fit for Helcim:

• Block Editor simplifies the formatting of articles, streamlines collaboration among stakeholders, and ensures a smooth content transition into Document360.
• The Category Section helps organise their content topic-wise and establish a clear, hierarchical structure. It allows further organization into three levels of subcategories, making it easier for customers to navigate and quickly find relevant information.
• Video and image embedding makes it easy to integrate instructional videos, walk through guides with text and screenshots, enriching the knowledge base with visuals.
• The Related Articles feature enables linking to the relevant content, helping their customers to quickly navigate between articles and self-serve easily.
• The Manage Articles feature allows hiding articles, updating URLs, and making quick changes, ensuring customers always have access to up-to-date information while supporting efficient scaling with new products.

The Analytics feature tracks article performance to prioritize and refine the knowledge base effectively. It also,

• Highlights top-viewed content.
• Identifies areas needing updates or improvements.
• Analyses trends and feedback for optimization.

Document360’s features have helped Helcim streamline content creation, improve accessibility, and maintain consistency across articles.

Callum Yates, the Manager of Customer Support & Success says,

The transition to Document360’s Block Editor has significantly improved how we structure and present information, making it clearer and more organized.

These features have empowered Helcim to evolve from a traditional help site into a what Helcim now calls a “user-friendly learning centre.”

Business Impact

The knowledge base, once it was set up on Document360, has seen a remarkable 10–20% growth in usage over the past year, now averaging 12,000 views per month, up from the previous 8,000–9,000. They have also received only positive feedback from customers on their revamped site.

The knowledge base has also significantly enhanced customer support by enabling easier access to self-serve resources and improving the overall customer experience.

Callum says,

Over the past 12 months, the average customer handle time has reduced by up to 8 minutes, significantly improving overall support efficiency.

The transition to learning centre continues to play a key role in managing the growing volume of support requests, helping Helcim scale its support processes efficiently and build greater trust with its customer base.

Callum says,

The ability to customize and brand the knowledge base as a Learning Center has helped us deliver a more cohesive and professional experience for our customers.

Conclusion

For Helcim, Document360 has been a vital solution in managing its growing customer base. Its customizable branding, improved content presentation, and seamless self-serve features have elevated its Learning Center. The increase in knowledge base usage and positive customer feedback highlights Document360’s role in streamlining support and scaling efficiently.