You're the best, David!
Pretty good overall. Had a few support kerfuffles but in the end, they came through and were great to work with.
By far the best bang for your buck.
Puntos a favor
- Can customize it to basically anything you want it to be
- Great personalized support
- Fast customization requests
- Really good editor
- Plenty of themes to choose from
- Analytics are great
Puntos en contra
- Can take too much customization to get it to 'feel' right for what you're doing
- If you have a private site, sharing articles individually publicly with a client is cumbersome
- Full export of site is not great as it exports in excel sheets
- No dynamic creation of keywords or related articles
- Can't 'continue numbering' in editor
- Can't 'copy formatting' in editor
- Search results do not contain category 'folders'
The help center that came with our customer support software wasn't meeting our needs and we wanted something more flexible that we could fully customize. Helpjuice provides the best of both worlds — an easy to use user interface for people to add/edit articles and the flexibility to amend the code and completely customize the site. Best of all, if there's a specific feature you really want if you ask them they'll get it done.
Puntos a favor
The support is fast and responsive. They are also great at taking feedback and incorporating it into their product. The user experience is clear and simple to use, but — if you want it — you can access the entire backend and customize your site to your specifications.
Puntos en contra
It's currently lacking integrations, e.g. with CRM tools such as Salesforce.
We are new to Helpjuice, but so far the experience has been very pleasant - with quick responses (several other competitors never even bothered to return multiple requests for demo's and meetings, but Helpjuice did so within less than a day!)
Puntos a favor
Price-per-feature was a major consideration - Helpjuice offers a lot of options and customization that other companies break out in to more and more expensive tears or pricing, where you have to pay more to get one feature you may want and a bunch more you don't.
Puntos en contra
While there search is robust, and can search attached PDF files in articles, other competitors have a much more robust search engine, capable of searching just about any file type, including video files. That said, you also have to pay a lot more to get that advanced of a search engine, and the rest of what these competitors offered was not as appealing.
We are using the software to create an internal knowledge base for a local government. Many of our users are not fans of having to learn a new piece of software but the ease of use that Helpjuice provides has made it incredibly easy to implement. We plan on eventually rolling out an external knowledge base for residents and the capabilities that Helpjuice provides will make that task easier than we could have ever hoped.
Puntos a favor
Helpjuice has been an incredible platform to start building our knowledge base. We had been struggling to find a good system that would give us the functionality we needed at a great price. Helpjuice has given us everything we hoped for and more and it doesn't cost an arm and a leg. In addition, the customer support is top notch.
Puntos en contra
My only complaint about the software is having a constant pop-up in the bottom right of the screen when I log in to the dashboard.
Puntos a favor
It's an awesome platform for distributing help and information to customers without requiring actual human assistance. Frees up human resources.
Puntos en contra
It's kind of a bear to set up, there is a lot of information that needs to be input for it to be effective.
In total, Helpjuice is the best option to spread knowledge in the company or within the customers in a user-friendly way which in the end saves time for your business and the readers.
Puntos a favor
The most useful thing is user interaction feature which lets the visitors evaluate an article and in case they can not find the proper article, they are able to write to the administrator directly.
It is done in a simple and time-saving manner. What's more, it makes more people engaged in the content building process.
Puntos en contra
The only thing that can be even more developed is customization features. Although, the existing customization features are quite nice.
Puntos a favor
I love that Helpjuice is extremely scaleable for our business needs. We plan to use this software internally to begin, but I love that the option is there for external use as well. The amazing built in features are so relevant and exactly what we needed in order to get started quickly. The transition to a new software can sometimes be painful, but Helpjuice was seamless.
Puntos en contra
I haven't found anything to dislike about Helpjuice.
It has been a very easy transition. From migrating our content to their extremely quick and reliable support, we've had an excellent experience so far.
Puntos a favor
It is extremely customizable. We have strict brand rules we have to follow and Helpjuice allowed us to make all the customizations we needed.
Puntos en contra
The ability to edit articles from their published URL. I believe this is actively being worked on.
Fantastic, incredible product
Puntos a favor
The introduction of Helpjuice has improved our internal knowledgebase, reduced ticket flow and has drastically improved our clients ability to 'self help' by providing a simple, intuitive knowledgebase
Puntos en contra
Nothing. Great product through and through, with a great support team
We tried other options that come bundled with helpdesk, knowledge base and other features but all of them usually only have the knowledge base feature as an add-on to their help desk software and they don't do that well of a job at it.
Helpjuice is solely dedicated to fill the need of a great knowledge base SaaS and it shows. It's features are very well crafted and they truly fulfill the promise to decrease the need for more support staff.
Our customers love the intelligent search feature!
If you need a knowledge base without the bloating of a ticket system, etc. Helpjuice is a great option.
Thanks for the kind words, Anton! - Emil
Looking around for Help Center / Help Desk / Self-serve Support / Knowledge Base / Knowledge Management software that meets your needs is no easy task. It's often seen as an add-on to a ticketing system, and is a breath of fresh air to see a team solely focused on the self-serve portion, it shows.
We were intent on finding a tool that allowed us to have multiple subcategories, as well as linking within articles. HelpJuice fit the bill.
We were then bowled over by their awesome team, who is always a quick note away with assistance. Very excited to be growing with HelpJuice!
Thank you, Steve!
Sharing documentation.
Puntos a favor
Ease of use with articles and sharing information.
Puntos en contra
Versioning not all that good. In that you can't release version 2 on the same url.
If you are looking for a knowledge base, this is the thing. No other software i've tried came even closer to what HelpJuice could deliver us.
Its ease of use and the ability to customize everything really sets it apart from the "competitors". They are really not competing; it's a totally different thing.
They even have a 100% money back guarantee thing. Try it and you won't regret it, just give it a try.
Thanks Leticia! Glad to have you on board!
Puntos a favor
This software has extreme ease of use with amazing features. The ability to tag articles alone cuts down on having repeat articles and a sea of information a customer may not need just to make sure the bases are covered. It's also just really beautiful and simple to set up.
Puntos en contra
If I had to say anything, I would say the color palette on the backend could be brightened up a bit.
I summed it up in the title! It works great and had everything we required in a standalone knowledge-base. The search functionality from a user point of view and customization features are particularly awesome.
Thanks Fawad! Super glad to have you folks onboard as customers. -Emil
Overall it has been a good experience and will continue using it.
Puntos a favor
Easy to get up and running quickly with minimal time and effort.
Puntos en contra
On the harder side to customize templates and make things your own.
In 1927 Charles Lindbergh became the first person to fly an airplane across the Atlantic.
On his return he was given a ticker-tape parade on the Washington Mall.
He had made the impossible become possible.
How? Because he had a utter, ruthless dedication to his goal.
A SIMPLE, BEAUTIFUL PRODUCT
I think if Lindbergh ran a SaaS company today, and was looking for knowledge base ('KB') software, he'd choose HelpJuice. Why? Because they've applied the same level of intellectual and practical discipline (that Lindbergh applied to his dream of flying the Atlantic) to their dream of creating an epoch-defining solution to an un-cracked problem (clunky, over-complex KB software applications).
First, my disclaimer: I'm a co-founder of a tech start up & a customer of HelpJuice, who have been incredibly helpful to me in getting my knowledge base off the ground (a la Lindbergh). Now my qualifications. Before moving into tech I practised law for several years as a litigation / dispute resolution attorney. I learned that creating top class templates of information/resources, more than paid for itself through the delight clients experienced at receiving detailed, actionable legal advice. HelpJuice is the go-to tool in my view to help any SaaS business - your business - achieve this end.
EASE OF USE
HelpJuice works like Google/Bing for your KB with a search bar on the home page your home page. If their question isn't answered in the KB, a query lead capture form appears, so you can answer the query & create a template.
CUSTOMER SERVICE & CUSTOMISATION
The Helpjuice customer success team goes out of their way to provide professional services (for free) worth several hundreds of $ (if $1,000s) ensuring you're delighted.
SIMPLICITY IN DESIGN & EXECUTION
If you're looking for an advanced ticketing based customer support system, don't choose HelpJuice. No ticketing system? How can they help me then? Well, HelpJuice decided that the laser-like niche skills required to design and maintain and develop a KB software solution are considerably different from a customer support ticketing software solution. They're right, too.
FUNCTIONALITY
You get:
- Thousands of searches on your KB a month
- dozens of user admin accounts; different role/access segmentation
- customisation of the KB; support pretty much any which way you want it etc.
At the higher end:
- 99% SLA
- localisation
- KB segmentation
- making your KB an internal company site