elevio

Avantages

Elevio is extremely easy to use, set up, customize and integrate with Zendesk. In just a few months we were able to use its self help widget to reduce ticket volume by over 60%. Even better is its ticket deflection technology which has actively deflected anywhere between 15-25% of incoming tickets by helping users find the answers themselves before submitting tickets. Honestly this software is awesome and the support has been stellar.

Inconvénients

Wish it was a bit more customizable but for the benefits we got this is a tradeoff we can live with.

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Avantages

I love the Smart Group feature and how easy it becomes for me to share custom tailored articles to the various clients I work with

I like the easy drag media option when editing an article. It makes creating them very easy

The workspace hub is another great feature to easily manage feedback

Inconvénients

I wish there was a way we could move articles in bulk

A filter to view articles by Smart Group would be helpful

There could be some form of Internal tag to identify modules with the same name

Avantages

The support can be great at times, and the tool is very easy to use. They also allow for some really great integrations and customization of their app.

Inconvénients

They are a small team and so communication is lacking, and they are a bit unsympathetic to very basic feature requests and concerns. Also, they are not clear on the caveats of using certain features or integrations which caused a big mess for me internally.

Avantages

It was so easy to get all of our articles visible within our software. Everything was laid out and explained in very simple terms that made it easy to get started. I love the visualizer tool too! You just click where you want an article to go on the page and it's there! This has taken our knowledge base from an out of date external page to delivering articles within our software. And it provides us analytics on top of it all!

Inconvénients

It can be a bit cumbersome to edit multiple existing articles at once due to the fact that going back to the previous page doesn't auto-refresh to show the most up-to-date info. You have to manually click the refresh button to see the changes applied. That is such a minor complaint compared to all the great things the software does though.

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Avantages

The Ease of use for the non technical members in the team, with great powers on the front-end for end-users. Having used other systems such as Intercom or Zendesk, Elevio is focusing on the essentials (knowledge base management and display to users), in a smart way that doesn't break the bank.

Inconvénients

Still in its beginnings, but maturing fast. I would love some more integrations with enterprise-level softwares such as the Atlassian eco-system. The reporting side should grow as well, providing more insights to make decisions.

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Avantages

Elev.io has nailed the in-app knowledge base experience.

The articles look clean and nice inside the app, and they have a rich feature set both from a features and buttons perspective as well as programmatically via the API. We love that Elev.io can fire up our support widget, link to our feature release blog, and track all of those things automatically for us.

Elev.io doesn't hide control of raw HTML, CSS, and JS so that you very much can customize it as needed. Most knowledge base platforms tightly lock this down which was a drawback for us.

Inconvénients

The styling that comes out of the box with the external knowledge base is basic and could use a designer's love. It's too minimalistic and basic for our brand and required a decent amount of CSS to get it where we wanted it to be.

Avantages

Elevio gives our customers one place to get whatever help they need. It gives us a single point of integration for all our services, helping us focus on improving content and service as we grow.

Inconvénients

The menu navigation isn't particularly intuitive, but it's adequate.

Alternatives envisagées 

Logiciel antérieur 

Avantages

Elevio does everything better than most from lowering support load to increase customer retention in a market loaded with AI support, self service and automated ticketing system platforms...

Inconvénients

But, to do this it needs a bunch of integrations and third party addons which makes it as not as ideal as would be in an all in one platform. For example, you need Zendesk for the ticketing system and other third party chat service for the chat support. All of this makes it difficult to keep track of multiple integrations at once.

Alternatives envisagées 

Avantages

As both a B2B and B2C business, Elev.io enables us to provide a tailored experience to all our customers. Easy to use, easy to implement, and fantastic Support when needed. If you are looking to scale your business, or just want to improve your customers' experience, you need Elev.io.

Inconvénients

None I can really think of. We've been using this product since 2015. It has and continues to improve more and more over time.

Avantages

I love the ease of use, the fact that it keeps our website visitors on our site as opposed to taking them away to a knowledge base. Most customer questions are answered quickly saving both our customer and our team time. Integrates easily into popular ticket/knowledge base systems.

Inconvénients

I honestly don't have a con to list, Since setting this up it has worked flawlessly. They continue to add new features and make improvements.

Avantages

It allows you to embed your Knowledge Base in-app, so users can view and search articles without ever leaving the context of your site. This makes it easy for our customers to find answers to their questions.

You can also add tool tips in your app, that open specific Elev.io articles, so you can answer common questions right where the user is.

And it's easy to setup and use!

Inconvénients

I would love to see the in-app widget get a design update, but as far the core functionality, it does exactly what we need :)

Avantages

- Very responsive to support questions and implementing product requests.
- Built-in classes to make colored boxes that highlights content.
- Side widget pops up beside website instead of a separate window, enabling users to follow steps while simultaneously viewing their website content.
- Draft mode for articles.
- Can host articles on existing knowledge base and sync them to Elevio until you fully make the switch.

Inconvénients

- HTML view concatenates all lines into one long line, making it more difficult to edit. They have a "Prettify Code" button that helps, but breaks apart lines in odd places, instead of just in logical places like after a paragraph tag.
- With separate knowledge bases for two different products, can't have one open in one browser and the other in a different browser. You can only be in one at a time. This makes it a hassle to copy articles from one to the other.

Avantages

When I first started using elev.io nearly a year ago I was surprised at how easy it was to learn the system. From creating new articles to building contextual help it's all gone very smoothly. Any time I've had any questions or concerns their support team has been quick to reply, friendly, and very helpful.

The in-app help has been really valuable and really changed how we deliver help in our own application. It's so much easier for end-users to get the information they need when it's right there in the app and they don't need to navigate to a separate site.

Inconvénients

I think it would be great to have a bit more control over how the knowledge base page displays, as our folder structure is already getting a bit crowded. Another nice-to-have would be a better way to work on updating multiple articles at once and link to inactive articles.

Avantages

- Easy to get going quickly
- Fairly intuitive
- Frequent improvements and added functionality
- Enables quick turnaround on document creation

Inconvénients

Lacks a lot of functionality typically found in more robust help authoring tools:
- Collaboration component
- Reusable content
- Conditional text
- Robust translation management
- Version control and revision history
- Community forum component
- Customizable layout
- Limited user/article metrics

Some buggy behavior

Avantages

I love how Elevio lets you source your help documentation from all the help desk solutions available, so you don't need to re-write everything. I like how we can customize the sidebar, links, etc and it doesn't fix you into doing things a specific way. It works well with several of our help tools, including Intercom and Zendesk

Inconvénients

The Visualizer tool is a bit buggy and we tried to implement it but it didn't work. The idea seems good but the execution was difficult so we abandoned trying it.

Avantages

I can integrate multiple products that help my customers such as Status Page, FAQ, User Help Documentations and Support Ticket system.
I also really like it that it syncs my help documents from other locations so no time is spent wasted copying and pasting.

Inconvénients

I haven't come across any issues as of yet. If I was to be super picky I would say that I would like more customisation in terms of how it looks. Also I would like some Intercom functionality where it prompts people to talk to live chat.

Avantages

Very easy to use, modern, disponibility of the support.

Inconvénients

A bit expensive regarding the product value.

Avantages

More capabilities around creating an experience for the customer than other softwares. Allows us to create documentation, capture suggestions, link out to help videos, and provide in-app chaat seamlessly. Elev.io is the foundation of our customer adoption experience, and I can't imagine what we'd be doing without it.

Inconvénients

Super nit-picky, but I wish the custom code we write in the KB Settings would be color-coded so it was a little easier to read.

Avantages

Elevio gave my customers and potential customers a super easy path to info from my Knowledgebase. I can't stress strongly enough the value in letting site visitors get access to info without having to stop what they're doing and hunt around the site for links to the KB - AND have to leave the page they're on (which is what they may have questions about.

Inconvénients

The model box pop up could be more customizable.

Avantages

The ticket deflection option has worked wonders for the amount of tickets that actually get pushed through with customers being directed to the answers to their queries.

The detailed analytics provided by the platform is a great way to do assessments over various time periods.

The tool is very easy to use and the aesthetics are very pleasing.

Inconvénients

No major issues were experienced while using Elevio.

Avantages

It's easy to implement a help centre widget on your website with customizable objects in it. This is also what should be the main purpose of it.

Inconvénients

Our website is quite complex (multi language + multi brand) which is where Elevio comes short. It's not possible for us to do some things with helpcenter/FAQ articles that we would like to do on all our websites because there is no technical possibility for this.

Avantages

Simple to implement with an immediate ROI. This makes Elev.io a must-have. Their support is very responsive which makes it even more pleasant to work with the tool.

Inconvénients

There is nothing to dislike up until now! Given the smooth implementations and the fast response times, I can not name 1 disadvantage.

Avantages

- Ease of setting up multilingual articles
- Integration in our platform
- Awesome support from Elevio

Inconvénients

- Article editor gets changed quite a lot which gives little inconvenience when you want to edit article(s).

Avantages

We use Elevio as our "Help Center" within our app.
- It was very easy to setup the widget inside our application
- Our clients use this widget extensively and it has resulted in support requests for us to drecrease

Inconvénients

- We've heard from our clients that the widget freezes sometimes, but this has been a very rare occasion.
Overall a very useful product.

Avantages

Easy to implement and allows for rapid delivery of contextual help where our customers need it the most.

Inconvénients

Not a huge con but sometimes new features developed can affect our implementation.