Helpjuice Erfahrungen

Viele Features - Wenig Qualität

Kommentare: Ich habe seit meinem vorigen Review April nun weitere 6 Monate gewartet, bevor ich ein erneutes Review schreibe.

Zuerst das positive: Das Onboarding in Helpjuice ging schnell vonstatten und man hat uns stets freundlich behandelt. Der Anbieter bot uns zudem einen Migrationsservice von Confluence Server an und hat anfangs sehr gute Mithilfe geleistet.

Leider nützt das alles nichts, wenn die Qualität im Produkt und Kommunikation gegenüber dem Kunden nicht stimmt. Es verging seit Anfang diesen Jahres keine Woche, bei der wir nicht konstanten Support mit der Knowledgebase benötigten. Quasi jede Woche geht bei uns intern mind 1-2h für Chat und wiederholtes Bug-Reporting an Arbeitszeit drauf.

Die Probleme rangierten dabei von vielen (ärgerlichen) Kleinigkeiten, wie falsch angezeigter Status im Dashboard bis hin zu öffentlich erreichbaren (Draft) Pages oder kompletten Ausfällen des Backends. Oben drauf kommen dann Nacharbeiten, weil gewisse (bereits via Customization request) abgehandelte Themen, die erneut als Problemaufpoppen.

Neue Features wie das "Live Collaboration" feature sind Monate im Beta-Status und belasten das Backend dermaßen, dass der Editor regelmäßig ausfällt - also für mehr als 2 gleichzeitige Nutzer nicht geeignet und sofort wieder abgeschaltet. Andere, oftmals nicht unwichtige Features wie "Expiry" von Artikeln oder Artikel-Templates werden kommentarlos deaktiviert oder als Altlast behandelt und nicht mehr supported. Dafür kommen dann halbgare AI "Checkbox" Features, die ein normaler Autor nicht braucht, bzw. eher weiteren Review-Aufwand erzeugen.

Der Support an sich mag schnell erreichbar sein, aber es werden quasi auch nur die üblichen Entschuldigungsfloskeln benutzt. Da anscheinend viel "Kundenspezifisch" angepasst wurde, ist das Kernsystem nicht stabil genug, um weitergehende Entwicklung sauber mitzutragen.

Vorteile:

Schnelles Onboarding, schneller Support, auf Papier viele Features, brauchbarer Editor.

Nachteile:

Mangelhafte Qualitätssicherung, fehlende Kommunikation seitens der Produktentwicklung, viele versteckte Probleme.

In Betracht gezogene Alternativen: Document360 und KnowledgeOwl

Warum Helpjuice gewählt wurde: Schlechte Update und Cloud-Preispolitik, Schlechter Support für Addons

Zuvor genutzte Software: Confluence

Gründe für den Wechsel zu Helpjuice: Preis und -Funktionumfang sehr gut, technisch versierter Pre-Sales und freundliche Betreuung und Eingehen auf unsere Bedürfnisse.

I'm very happy with Helpjuice

Kommentare: Easy to set up and great array of features.

Vorteile:

Easy to set up and quickly update, amazing customer service.

Nachteile:

Haven't found anything yet so I can't say

Helpjuice is a Knowledge Base Champion!

Kommentare: We are aiming to reduce duplicate questions and topics for support and provide an easy to use option for our customers to find answers to widely asked questions. Helpjuice has made this possible and done so in a way that was easy to implement and maintain.

Vorteile:

We love the searchability, the ease of category management and the article editor. The ability to request customization is highly favored and Helpjuice has met all of requests swiftly and perfectly. The Article Planner makes it easy to understand what customers are not finding and how to better title or write articles for customers.

Nachteile:

The article export could be improved to make it easier to mass export articles into indiviudal documents and also exporting in word docs would be nice too!

In Betracht gezogene Alternativen: Bloomfire und Zendesk Suite

Gründe für den Wechsel zu Helpjuice: Biggest aspect was price. Bloomfire was much too expensive for our needs and Helpjuice had everything we needed for less. Zendesk would have made us have to switch our entire support software which was not something we were ready to do. We just wanted a knowledge base and Helpjuice made that option easily available and affordable.

We need to add more features

Kommentare: Ease of use would be enhanced just by adding a search bar to an open article and Microsoft Word editing within the article.

Vorteile:

clean design

Nachteile:

Missing: Feedback option from internal users Start ratings from external users Font size choice or consistency Word type editing for articles Internal users favorites list Internal users search history Add links to jump to certain parts of articles ex: mobile vs PC Access to search bar when in an open article Video ability New article request function from user

Great product overall, but scope for improvement

Kommentare: Using the platform has been a very wholesome experience. It was a great learning experience and we understood lots of things from a product point of view. Most other products we saw didn't appeal as much to us because Helpjuice had been such a good knowledge base!

Vorteile:

Content management at Helpjuice is great. The platform brings out great value in terms of giving user permissions and content creation across different stakeholders within an organisation. The relationship manager was always available one call away, and has been a great value add-on to the product. To top it all, the product is extremely well priced for the features being provided- its a bargain! I would recommend this product 100%! Good job guys.

Nachteile:

Content creation could be more dynamic. Providing references to PDF, PPT, XLS documents within articles could be improved.

In Betracht gezogene Alternativen: Document360 und Confluence

Gründe für den Wechsel zu Helpjuice: Pricing, features and the relationship manager.

Amazing product

Kommentare: My team was impress. No more document all over the network hard to find to share knowledge.

Vorteile:

Easy to use Friendly Interface. The content is indexed so fast

Nachteile:

The editor might gain a few more feature in future Some search option can be optimise

In Betracht gezogene Alternativen: Zendesk Suite

Gründe für den Wechsel zu Helpjuice: I like the fact that we deal with a small team. Amazing service.

Great Knowlegde Base

Kommentare: I am really satisfy with this product. I can finally share my knowlegde to my coworkers easily.

Vorteile:

Easy to use, easy to search, it is really user Friendly. Support is incredible!

Nachteile:

I don't like when I clic Edit on Article, begin to write something and it auto/save and reload, it bring up my cursor top of article and I erase something up of the page.

Help Juice is amazing

Kommentare: I think the help juice team is amazing and they are always available with any questions and are so open to feedback. They may be a smaller team but they are brilliant and are customer service oriented. they are open to feedback and its nice that they show their roadmap

Vorteile:

I love the software, it was so easy to implement, the team was available to help at any time. you can get this up in running in under an hour. they offer to import any current documentation you may have already to help with implementation. It is super easy to use and they provide amazing tools to control the look and feel of a knowledge base article. I like that you can relate articles to one another, you can apply keywords. we have a special keyword for new hires that way they can read a bunch of articles during their orientation. love the customizable website they provide to give you a googlish web page that looks like your website.

Nachteile:

really nothing. the software just works and it does the job

Quick to get set up, easy to use, and great support!

Kommentare: 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.

Vorteile:

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.

Nachteile:

It's currently lacking integrations, e.g. with CRM tools such as Salesforce.

Helpjuice is great!

Kommentare: As close to perfect as you can get!

Vorteile:

The team at Helpjuice was amazingly helpful!

Nachteile:

I don't have any negatives about Helpjuice. It is an overall amazing product.

Excellent Knowledge Base Platform

Kommentare: 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.

Vorteile:

It is extremely customizable. We have strict brand rules we have to follow and Helpjuice allowed us to make all the customizations we needed.

Nachteile:

The ability to edit articles from their published URL. I believe this is actively being worked on.

User friendly, adaptable and great customer service

Kommentare: Helpjuice have been absolutely fantastic to work with. Despite being in opposite time zones they always respond promptly and have helped to customize our Knowledgebase exactly as we need it. 10/10 customer service, I couldn't recommend them more.

Vorteile:

The ability to display an article in multiple categories without duplication. Easy to access an customize the HTML & CSS. The ability to embed an article into another - making it quick and easy to compile master process documents. Unlimited layers for categories. Encrypted URL access so the site remains private but viewers don't need to log in. User friendly editor interface.

Nachteile:

Image storage is problematic - there is no folder system for images, so they quickly get lost in an endless feed. In the article creation process there is the option to embed an image you previously uploaded, which in theory prevents needing to upload duplicate images, however there is no search functionality in this context which renders the feature almost useless.

Knowledge Base Software That Soars

Kommentare: 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

Documentation Wiki for government IT department

Kommentare: This has become a one stop shop for all our internal documentation.

Vorteile:

Ease of use for creating and updating documentation for IT processes. Simple enough to use that functional users can create documentation, and fast enough that documents get created.

Nachteile:

Pasting word docs into editor sometimes loses images, formatting.

HelpJuice

Vorteile:

It allows me to have a KB without a Ticketing system

Nachteile:

it needs to have a better option for Video library and integration with Hubspot

Experimnted with many Knowledge base products - this is by far number #1

Vorteile:

Has all features others have and more. Super agile product Crazy support team and personal customisation

Nachteile:

Their logo ;) I really didnt find cons. I'm sure some stuff will be missing as I progress working with the tool but I am sure and can see that their team are super product-customer responsive - super important for me.

The best all rounder

Vorteile:

It's fully customizable, support is always available, analytics are very good and using it is very easy

Nachteile:

some features that users suggested are yet to be added

Best knowledge base platform

Kommentare: It saves a lot of human resources and time-efforts to manage a single knowledge base.
Easy collaboration, sharing and editing articles

Vorteile:

Knowledge management is easy, and segregating articles is at ease.

Nachteile:

UI can be improved a bit more, editing text has multiple options and the icons can be confusing.

Aweesome services

Kommentare: Very useful to my daily work!

Vorteile:

Ease of usage whenever I need to pull out documentations and information.

Nachteile:

I can't think of any at the moment. The experience has been very good so far.

Highly customizable Knowledge Base solution

Kommentare: 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.

Vorteile:

- 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

Nachteile:

- 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'

Manager of Support Services

Kommentare: I joined Helpjuice a few months ago and have been thrilled with the experience so far! The product is easy to use and the amount of freedom you get with the design is unprecedented. You're not locked into a cookie-cuter layout, so the sky's the limit! You can tell that they're pushing their product forward and trying to make something that is unique from other knowledge base platforms out there. Their recent updates to their Analytics shows that they've been working hard on providing value to their customers. We're just getting ready to add multi-language support and I wish there was an easier way to manage translated files (like auto-translations) but understand that can be considered an entirely different market itself. My favorite- incredible customer service!! Their team goes above and beyond to help make sure you have everything you need, just they way you want it. If I ever have a question or concern, they're quick to respond and always willing to help. I'd definitely recommend to anyone who is looking to build a one-of-a-kind knowledge base.

Great software and exceptional service

Kommentare: The onboarding experience was fantastic! In minutes I had someone from Helpjuice contact me and we were able to get our help site customized, populated, and live. They were exceptional and quick to make the customizations we needed.

Vorteile:

The multi use of the platform by having both public and internal content.

Nachteile:

Would be great to have a few more logins with the base package.

The best Knowledge Base around

Kommentare: Although we've only just started, building our new Knowledge Base in Helpjuice has already been an absolute dream. The backend is easy to navigate and the editor is simple and straightforward, yet far more robust than our previous KB solution... embedding videos and gifs has added a whole new element to our content! There aren't enough characters allowed in this review to fully encapsulate all of the great features available, so check them out for yourself! Beyond the tool itself, which we're absolutely loving, the communication and support from the Helpjuice team is top-notch. They have been more than willing to ensure that our KB is customized to perfection. I would highly recommend that any company building a new Knowledge Base from scratch or refreshing their existing Knowledge Base use Helpjuice to do so.

Good Overall

Kommentare: Overall it has been a good experience and will continue using it.

Vorteile:

Easy to get up and running quickly with minimal time and effort.

Nachteile:

On the harder side to customize templates and make things your own.

Helpjuice for Insightful.Mobi

Vorteile:

Easy to use, self explanatory menu options, useful help

Nachteile:

We have no complaints so far, maybe as a feature (not a dislike) the ability to create our own themes