Helpjuice

Viele Features - Wenig Qualität

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.

Helpjuice Review

I'm very happy with Helpjuice

Easy to set up and great array of features.

Helpjuice is a Knowledge Base Champion!

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.

Great product overall, but scope for improvement

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!

Easy to use and customize, great customer service!

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.

User friendly, adaptable and great customer service

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.

Great online Knowledge Base software.

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.

Knowledge Base Software That Soars

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

What we were looking for

I am very happy with this implementation. It makes it easy to make some corrections and changes and quickly publish them .

Help Juice is amazing

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

Great for company use!

Documentation Wiki for government IT department

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

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

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.

Perfect knowledge base tool as per needs of my team

Great system for providing support to customers!

Helpjuice is great!

As close to perfect as you can get!

Review for knowledge base Helpjuice

HelpJuice

Amazing product

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

Exactly What We Needed

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.

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

Excellent Knowledge Base Platform

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.

Very helpful tool with fair pricing

Very reliable, good support

The best all rounder

Helpjuice is a perfect Help Center service

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.

Easy to use, great service, worked for exactly what we needed it for.

Best knowledge base platform

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

We need to add more features

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

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

Aweesome services

Very useful to my daily work!

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

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

Highly customizable Knowledge Base solution

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.

My review for Help juice

Manager of Support Services

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.

Help Juice has transformed our help page from a static page of facts to an engaging experience.

Great software & wonderful customer support

Reduces Friction To Adding Support Content

It has helped us document internal policies and external support.

Great software and exceptional service

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.

First in Class

Fantastic, incredible product

Ideal tool to automate support

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!

The best Knowledge Base around

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.

The transition from wordpress to this KB platform has been wonderful

Awesome All Around For Our Insurance Contact Center

we have had 4 star customer service and we use this product daily. this will help to save us hours per day looking for information

Good Overall

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

It doesn't get any better than this!

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.

Helpjuice for Insightful.Mobi

Great Experience and Very Helpful

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.

Powerful Knowledge Base Solution

Helpjuice has put together a super powerful knowledge base for businesses of any size. Their analytics technology makes it easy to see what people really need help with. The Helpjuice support team is responsive and super helpful. That goes a long way.

Great Product for Great Price

Great. Support team was very responsive. Turn-around time on customizations and questions was very quick.