Helpjuice

Avantages

Helpjuice is very easy to setup. It provides enterprise features like SSO, excellent user management, and incredible import tools. Their support Team is amazing. They themed our site from our external website as part of our trial and have answered every question we've had with lightening fast response times.

Inconvénients

There's not much that I would consider a con. Category management is easy once you understand how it works, but it has some counter intuitive elements.

Alternatives envisagées 

Pourquoi choisir Helpjuice 

Logiciel antérieur 

Pourquoi passer à Helpjuice

Avantages

The layout of helpjuice is easy to manage on the formatting side, the tools bars etc are very similar to work, so it's easy to navigate in that sense.

Inconvénients

It would be good to be able to create our own filters in reporting, instead of having to export to narrow down the info, e.g

- Find out how many articles a user has edited / created (without exporting)
- See when an article as moved into another category
- View different region articles in Insights without having to export and re-organise

Alternatives envisagées 

Pourquoi choisir Helpjuice 

Avantages

So many features, some we did not even know were possible

Inconvénients

It is kinda clunky on the admin side. They need some more front end engineers and designers to upgrade this part or large companies are not going to use it

Avantages

Great support and feedback into the roadmap. We made a few feature requests that were added within a few months which was great. Editor is really flexible and the access control you get on pages is great too.

Inconvénients

The design of our help center looks a little basic and dated, not sure if that's just us or the platform.

Avantages

Helpjuice is a software that is incredibly easy to get used to, to manage and customize. The support from the team who helps with customizations requests is super kind and expedite. If you know something about web design, most of the customizations you can manage by yourself. If you don´t they can assist you. You can start from a template, and if your later discover it is not really the best, you can ask for help and quickly get it changed by their team. Very happy to have chosen Helpjuice.

Inconvénients

There are a few edition features for articules that are still not available. Formatting tables or copying and pasting styles are not yet there, but we trust these are upcoming improvements. Same case with Jira integration, which is in plans.

Alternatives envisagées 

Pourquoi choisir Helpjuice 

Logiciel antérieur 

Pourquoi passer à Helpjuice

Avantages

We use our KB to help the call center agents follow processes and answer questions the customers may have. With Helpjuice, it has been a lot easier for the agents to navigate and find the information they need the first time. Editors can make one article and allow specific sections to be seen by the correct channels.

Inconvénients

Zendesk integration and Chrome extension needs to be updated.

Alternatives envisagées 

Pourquoi choisir Helpjuice 

Logiciel antérieur 

Pourquoi passer à Helpjuice

Avantages

Very easy to use, excellent editor, great value for the money, ability to customize the 'theme' to your liking.

Inconvénients

-Not able to download or obtain an entire PDF for an entire Category (only individual Articles). However, I did submit this request to HelpJuice as an idea for them to consider in the future.
-Inability to highlight the searched term(s) after the search when clicking to go into the resulting articles that contain said searched term(s)

Alternatives envisagées 

Pourquoi passer à Helpjuice

Avantages

I like the most that their customer service was very proactive and quick when I booked a demo with them. I wanted to get up to speed with their software and start using it proactively. I had already heard/read a lot of good reviews about them, and want to use it as a knowledge base for my team.Another excellent feature they provide is managing multiple versions of a single document, which is very effective when working collaboratively. One of their best features is that they store backups of every document in the cloud, and can be easily restored in case of theft, deletion, etc. I have never really seen such technical features in other similar software.Moreover, they provide a very clean UI and easy to identify tools.

Inconvénients

I did not like that it took me time to understand their different templates like troubleshooting, interlinking, analytical reports, etc. However, their customer service team took the time to understand my requirements and advised me with some excellent templates that made my work really easy.

Avantages

They also provide full customization service to change the look of the knowledge base per your product's design.

Inconvénients

Admin dashboard could a few more features and tweaks (but Helpjuice offers to customize the admin screens as well!)

Alternatives envisagées 

Pourquoi choisir Helpjuice 

Pourquoi passer à Helpjuice

Avantages

It's so easy to customize by having direct access to the HTML and CSS files in addition to the themes/templates they provide. You can build a complex solution and integrate email support, SSO, subdomains, etc. or a very basic knowledge base.

Inconvénients

We've been live for just a few days and haven't faced any challenge other than having to learn how to use a new tool.

Alternatives envisagées 

Pourquoi choisir Helpjuice 

Pourquoi passer à Helpjuice

Avantages

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

Inconvénients

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.

Avantages

At Home Point, we have used the Helpjuice software/platform to act as a knowledge base (job aid) for our Customer Service agents to have at their fingertips for frequently asked questions and information. The agents (and admin team) love the ease of use (i.e. search capabilities, UI, etc.) when accessing this information. It is crucial that our agents to be able to access this information quickly when servicing our customer base. The Helpjuice software has been able to deliver that.

Inconvénients

In my role at Home Point (Senior Direct, Analytics), one area that I think the Helpjuice software could improve upon is within reporting/analytics. While the [admin] site has some metrics that can be provided, the detail, UI, and level of metrics could be improved.

Alternatives envisagées 

Pourquoi passer à Helpjuice

Avantages

The searchability is fantastic, the more you type in the search bar the more refined your results. The analytics and reporting are extremely helpful! It allows you to monitor which users are accessing which articles. You can report on which articles are used the most and even how long they are viewed for.

Inconvénients

Importing data into Helpjuice can be tricky at times, but Helpjuice overs a import team so we have utilized them to bring our data into the software.

Avantages

Easy to use knowledge database for clients and for internal use.

Inconvénients

I don't feel there's anything missing for our use case.

Avantages

The ability to instantly setup Q&A.

Inconvénients

No livechat automation, but I understand that is in the works.

Avantages

Clean design. Easy to navigate.

Inconvénients

Hard to find something without messaging support.

Avantages

The software is really easy to use and navigate. I love how sleek the reports are as well as the weekly report of our sites health. Overall it's a huge improvement from our last knowledgebase hosted in salesforce

Inconvénients

Support was a little slow to respond, it took roughly 4 days to get an initial response for an easy how-to. Sometimes the article formats look different from when you're editing it and from when you publish it. I would recommend to customers to keep the format as simple as possible. The other cons are just minor software enhancements like dynamic reporting but nothing has been a blocker or critical issue so far!

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

The only thing that can be even more developed is customization features. Although, the existing customization features are quite nice.

Avantages

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.

Inconvénients

I haven't found anything to dislike about Helpjuice.

Avantages

It is very easy to use. And integration with other apps are very successfull.

Inconvénients

Everything is very well designed. I can't complain about anything.

Avantages

It's adaptabiity and that it offers great designs and the analytics.

Inconvénients

The analytics could be a little bit more comprehensive and could give more detail about unsuccessful searches etc.

Avantages

Ease of use with articles and sharing information.

Inconvénients

Versioning not all that good. In that you can't release version 2 on the same url.