Malcolm!

Avantages

It's incredibly quick to produce complex forms and have the data pushed to our other integrations. This sort of thing would normally take days or weeks, and Malcolm! did it in an hour. The admin interface is really well designed, easy to use and looks great.

Inconvénients

I don't have any real complaints. The only thing to bear in mind is that there are an awful lot of options when it comes to configuring workflows, and you need to take your time to familiarise yourself with everything.

Alternatives envisagées 

Pourquoi passer à Malcolm!

Avantages

Great UI and design, intuitive workflow based features, and stellar enterprise-level capabilities.

Inconvénients

Integrations are a bit lacking and haven't really seen man updates (publically).

Alternatives envisagées 

Pourquoi passer à Malcolm!

Avantages

Malcolm! is a simple and easy software solution for our needs - a client-only portal containing the 'how-to' for activating across our various spaces. The layout and architecture makes navigating the information easy.

Inconvénients

Tricky to alphabetically order content, but doable!

Avantages

We only use one element of Malcolm: their FAQ builder. We use it as a support centre for our SAAS business. It allows us to white-label this as our product, which is great.

Inconvénients

I haven't come across anything that I don't like.

Avantages

Malcolm makes it very easy to create rich snippet FAQ's that look great, are easy to search by customers and add SEO value to the website.

Inconvénients

The storage space provided by default is perhaps a little on the small side.

Avantages

I love that I can segment faq’s and create widgets and embeds.

Inconvénients

The full page ember doesn’t provide much flexibility.

Avantages

It offers an accessible workflow to the non-technical users, and has allowed club admin to quickly set up forms for player registration, membership renewals, and event sign-ups. The platform also supports extensive customisation, enabling us to tailor forms to fit our branding and different event requirements. Malcolm! has also centralised all the digital forms and data collection points under a single branded website, and has made it flow and look more professional.

Another great point is the integration capabilities. Malcolm! integrates with a huge amount of third-party applications, ensuring easy data flow into the other tools the club uses. They've also offered API access, allowing for further integration and automation of data collection and processing when needed for the FA site, for example. This feature has been useful in reducing administrative burdens by automating routine tasks of score updates, scorers, assists, teamsheets etc.

Inconvénients

Not a lot - you can do so much with it sometimes it can take a while to understand all the possibilities

Avantages

Easy to use and they are continually developing new features. The team is very helpful and friendly - always happy to answer any questions and go above and beyond with customer support.

Inconvénients

I'd like to see a little more flexibility with FAQ design & layout

Avantages

Malcom! allowed me to create my own FAQ page in minutes. This tool is very ergonomic, it's very simple to add a logo and the icons of our choice, in other words, our Malcom page is fully customizable. The team behind Malcom is very friendly and efficient, I didn't wait long before having my questions answered. With Malcom, what I like above all is that it's possible to have indicators concerning the effectiveness of our FAQs and to modify them accordingly.
In addition, the tool doesn't stop evolving so I am impatient to see how it will evolve, I also have several suggestions for improvement!

Inconvénients

I don't have much to reproach to Malcom! except the color selection tool which is, for my taste, not very practical, even if it remains simple to use nevertheless.

Avantages

I love the clean UI/UX for administrators. There has been a lot of thought put into the design of the admin portal. I use Malcolm! principally for the FAQ page and we are extremely happy with it. They have a very nice website widget that slides out when the visitor has a question.

There are strong editing and publishing tools. As well as a lot of nice extras (invisible tags to promote certain FAQs for keywords you don't want to show; version control of answers; set publish date in advance etc.).

The ability to brand the platform to our requirements is very good overall but there are some small areas for improvement.

Inconvénients

Some features I would like to see:

* Better linkages between the FAQ tool and the Workflow tool. For example I cannot embed a Malcolm! form on an FAQ page, that should be available.
* The FAQ page could have more template options to make it look more attractive and easier to navigate for the visitor (e.g. take inspiration from Intercom, Help Scout etc.) for other layouts.
* Please call Workflows "Forms" :-) that is more accurate as all the workflows are based on forms and people know what a form builder is.
* Would be nice to have the Workflows/Form builder that flows like a Typeform or Paperform form, in the sense that users are able to click through questions/pages in a more interactive way.
* Branding on the widget needs to match the branding on the FAQ page.
* Ability to brand the emails when people send a page to themselves is essential (currently turned this off as they are branded as Malcolm!).
* Would like to see more intuitive/better ways for visitors to browse our FAQs by top level categories rather than needing to search.
* Should be possible to link between FAQ pages with a page ID rather than the URL (in case the URL changes). It would be nice to be able to pick the FAQ page you want to link (from a simple browse/select tool) rather than needing to find the FAQ in a separate tab, copy the URL, paste it into the new FAQ you are linking from.

Avantages

For the creation of a support portal apart from any other support solution, it provides great mechanisms for creating support FAQs, customer service forms and workflows and customer knowledge bases; malcolm is as easy to use as creating a blog posting.

And you can embed FAQs as popups on your site, creating a much better interactive experience for your customers.

Inconvénients

Web hooks integrations are really severely lacking, passing only that it completed a form and no other information. As it is you get an email notification that a form completed, and the associated data (not too useful); or you use the notification to download a CSV directly from the site.

It seems to me to be far more useful to provide the data in the webhook, then *I* can write it to a CSV, eliminating Malcolm! from having to write a crap ton of integrations.

Avantages

Simple to use and integrations were perfect

Inconvénients

Nothing really - as all software it took a little time to understand how it works but it didn’t take long

Avantages

Malcolm is an incredibly quick, easy and intuitive way to create a knowledgebase for a company of any kind. I highly recommend it.

Inconvénients

Literally love everything about Malcolm, not sure I can list anything that I don't like.

Alternatives envisagées 

Logiciel antérieur 

Avantages

Malcolm is a great tool packed with useful features. Some of our favourite features:
- The ability to manage feedback through Malcolm for our clients across multiple sources and have it all in one place
- Real-time analytics quickly and clearly shows the value of using Malcolm as a platform to service the needs of your brand
- Setup speed. With Malcolm, you can setup just about all features quickly - it’s very intuitive experience for authors
- All of the integrations Malcolm have added makes life a whole lot more automated - I.e. anyone signing up to a newsletter or filling out a form, there is an integration that will throw each request into the correct workflow to make sure it gets in front of the right person
- Love the theming, it’s soo easy to setup a theme for your external features to match your brand and ensure a cohesion for your users, plus the interface is really clean and vibrant... although you can tone it down if you want
- User management is easy, the way it should be

Inconvénients

It’s all great, I don’t have any negative feedback per say. But, feature request...! I’d love to have more features around general content publishing. The system is incredibly easy to use, it would be even more powerful if you could add in general content/article pages and have real-time analytics associated with them, making it easy to see the journey of users against goals set by us.

Avantages

It's easy and quick to build forms with. We also used it for FAQs and that was a lot faster than building from scratch. The whole process made sense - v logical.

It also integrates with other software/services we use (e.g. jira, zendesk, slack) so that was a plus.

Inconvénients

It took me a minute to get my mind around it but that's the case with most things. As I came to understand it, it was quick and logically put together.

Avantages

Lovely and clean layout landing page which is easy to customised to match your brand. Also, they provide the option for readers to rate the answers or email it to someone which is excellent. In addition the platform allow you to collect and automate information by using forms. Another great feature is that you can embed the FAQ on your website

Inconvénients

It's a bit confusing to set up at first but once you get the hang of it you will be ok.

Avantages

Malcolm's easy to use interface and setup guidance makes it easy for us to implement knowledge panels and workflows than doing it on our own.

Inconvénients

It's a bit overbearing at times, and can be confusing to navigate.

Avantages

The software is intuitive as well as easy to learn and use. The features and functions are useful and the product is supported well with regular updates and improvements.

Inconvénients

The search tagging is fairly limited and I find myself creating long lists of tags to try to make sure that different terms are catered for.

Avantages

Very easy to use. It takes no time to implement and as a client you get five-star customer support.

Inconvénients

We've been using the tool for just over 6 months and honestly haven't had any major issues with the product.

Avantages

Extremely simple and functional content interface makes entering and managing content quick and straightforward. Search function is very effective so that users can access the most relevant information quickly. Building forms is quick and effective. It is also very easy to integrate with other web software.

Inconvénients

I haven't found any issues yet with in using the software.

Avantages

Easy implementation, highly cost effective, great customer support, SEO features out of the box

Inconvénients

The out of the box reports are a bit lite however they do what we need them to do and there is a GA integration included. They are constantly updating the feature set (I've seen a number of new features in the short time we have been a customer) so I'm sure we'll see more reports in the UI before long.

Avantages

Within a few hours we were able to create a whole new business proposition - this would usually have taken us months and cost us a lot of money in external web development but we were able to do everything we wanted within Malcolm!

Inconvénients

There is quite a bit to take in at first but once you get the hang of it all is great. Support team are very helpful.

Avantages

Malcolm! helps non-tech people like me produce beautiful sites with ease. It takes a little bit of time to set up and the result is professional with my brand colours. It brings me excitement whenever I press preview/publish.

Cons:
- Excellent and responsive support. Very patient with my long emails and took the time to respond to every question.
- Conversational type forms
- Custom domains
- Webhooks
- Progress bars
- Email responses
- Password protection +much more

Inconvénients

I love that I can change the language on the user end. Wish each instance could show different languages with a switch of a button by the user or automatically change languages based on user's location. It would allow FAQ or workflows to be shared easily.

Would also be good if the Malcolm! could send out information about its new features and updates so we know they're out.

Avantages

Malcolm is easy to use, very beautiful and powerful.

Inconvénients

The FAQ edition could withstand more elements...

Avantages

Design is attractive (Specially if like to play with the colours of our choice).

Customisation (Enough for me and I like it).

SUPPORT team (very responsive).

Many possible use cases - Malcolm can have different type of uses and if you are creative, you can do wonders with it.

It comes as your assistance in information and support department. But I'm using it as a full fledged Questions and Answer Knowledge. Plus their suggest Algorithm helps best to achieve.

Last but not to forget, you can they have inbuilt elements (like featured boxes) to help you promote your products of services right in knowledge base.

Inconvénients

I didn't find any.

Prices for higher plans can be a Con. My Suggestion, they can increase the FAQ and Workflows limit in their lower plans. This will make Malcolm a charm. 🌟