Helpjuice

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.

Helpjuice Review

Vorteile:

Customer support is fast and very kind.

Nachteile:

authorizhation management is managed by user, not by group.

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.

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

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.

Easy to use and customize, great customer service!

Kommentare: Helpjuiced seemed to have the best offering to address all of our needs in a knowledge base tool. The ease of use, customizability and analytics where important factors in choosing Helpjuice. I have been impressed with the level of customer service, whether it was live chat addressing a question about formatting of an article (sent me a video of how specifically address an issue in my article) or working with me to ensure the site looks the way I want with customization requests. I'm happy with our choice to use Helpjuice.

Vorteile:

- Super easy to get started and launch a great looking knowledge base with minimal work - Article creation and editing is intuitive for new users - Customization is key, either no-code through the built in template and customization requests or with easy access and editing of the code.

Nachteile:

- Formatting can be challenging when doing something other than text or in-line images. Often this can be addressed directly in the code, but for many users something like formatting a block of text side-by-side with an image can be a struggle. - I'd like to see more functionality of managing article comments and tasks in the platform.

In Betracht gezogene Alternativen: Document360, ProProfs Project und Zendesk Suite

Great online Knowledge Base software.

Kommentare: Very professional and willing to help get us up and running. The ease of use of article creation and the customization of the web page is defiantly helps attract our customers.

Vorteile:

It's ease of setup and use. When they say you will have a knowledge base in five minutes they were right. After creating an account and a few simple steps, we were on our way to creating our new Solution Center. The help from the team to customize our page but give us the flexibility to further modify it to our needs is a welcome feature.

Nachteile:

My main concern is we can't organize uploaded images, files, and downloads. It would be nice to create folders to separate them according to their respective categories and sub-categories.

Great for company use!

Vorteile:

Easy to implement, easy for users to navigate.

Nachteile:

Nothing, they take all our suggestions into consideration.

Review for knowledge base Helpjuice

Vorteile:

I loved the simpleness of this software. Creating articles was a pleasure and training on this platform was the most easiest part.

Nachteile:

Well, sometimes had local problems with connecting, but i don't know what was the reason. However, everything is ok.

Exactly What We Needed

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Very helpful tool with fair pricing

Kommentare: Very reliable, good support

Vorteile:

Ease of use, reliability, security with okta-connection

Nachteile:

formatting on articles difficult when non standard

Helpjuice is a perfect Help Center service

Kommentare: We moved to Helpjuice for the following reasons: lots of options, saves us money. What we got however has eclipsed this. We have found Helpjuice to have more features than we expected, important reporting, wonderful customizability, and great customer support. They have been very responsive and willing to work with us through some fairly specific SEO requirements as well. All this for a cost that won't break the bank.

Vorteile:

Noted in the review

Nachteile:

We have had some downtime, but this has been limited.

Very quick to setup, responsive team to assist in loading and customizing your KB.

Vorteile:

Customer service agent was very helpful in getting things setup. He answered all of our questions and assisted us in loading our existing help documents. It has a good interface with Salesforce and creating new content is very intuitive and quick.

Nachteile:

I would like to see an improved Salesforce integration to be more native and through the App Exchange. It would be great to also see this being Lightning-enabled.

Fantastic on-boarding experience up until the rebranding which took longer than expected

Kommentare: Recommended it already! This is a KB and Doc system for Product Managers... it is all about the data and helping me improve the product

Vorteile:

Analytics, analytics, analytics - its why we move to the solution - great to get insight into popular articles. Abiliity to integrate into our existing Support process and have a dedicated document view.

Nachteile:

Could do with a couple of improvements for publishing articles, lacks some of the capabilities used to when creating content - the code formatting is not very good, have line wrap issues and no syntax highlighting - difficult to create pdf reports that are legible as the formatting is very poor when trying to print the html page - difficult to export analytics data to other systems - need to it possible to just link to other articles (very easy to embed articles) - why not offer the option to display link or content when I use the

My review for Help juice

Vorteile:

Easy to amend or review the content. Easy to use and share with others.

Nachteile:

User friendly, but can be made better for looks.

Reduces Friction To Adding Support Content

Kommentare: It has helped us document internal policies and external support.

Vorteile:

It simple to add and edit articles allowing us to focus on the content instead of the editing process. Customer support is great at helping make the site more organized.

Nachteile:

Harder to organize articles into different categories when categories become larger and need to be sub-categorized.

Ideal tool to automate support

Kommentare: When our small team was looking for a knowledge base tool, we kept seeing Helpjuice appear. And so, we gave it a go.... Instantly, upon signing up, we realized Helpjuice provides a much different experience than the other solutions out there. Helpjuice is really focused on being the best knowledge base platform, and you can tell from product to support. Their product is a bliss and very powerful, while their customer support is one of THE best support experiences I've had, in a while!

Vorteile:

Extremely easy to use, powerful analytics, easy integration in website.

Nachteile:

None

The transition from wordpress to this KB platform has been wonderful

Vorteile:

It's very user friendly - All of our agents can easily access anything they need. It can be updated and published for review instantly.

Nachteile:

Don't have any at the moment because we are relatively new to the product. If I had to say anything, it's the importing feature - didn't appear to be compatible with many external outlets. That said, I'll turn this into a pro - the customer support team was able to fulfill my needs in less than 12 hours.

It doesn't get any better than this!

Kommentare: 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.