SupportHero

Avantages

Robust yet very flexible knowledge management platform

Inconvénients

More integrations and a newly/refreshed user interface

Avantages

We really like the integration with email clients. We can view all incoming support and feedback requests in one place and ensure it's taken care of promptly.

Inconvénients

They have increased the price since we started using it, but I would still recommend it.

Avantages

Supporthero offers a valuable suite of knowledge management and helpdesk features. It works fairly well and has a short learning curve. KM and helpdesk apps are not easy to transition from/to. SH is easy to transfer TO... but once they've got you, transferring out is another story.

Inconvénients

I was an early adopter of SH. Purchasing perpetual access to a limited version of the app for a one-time fee. Many other early adopters supported the company when they were still proving themselves and gaining market share. Now that many early adopters are locked-in, SupportHero management has decided to invalidate our purchase and will begin charging accounts on Jan 1st of 2022. Listen, I know that a business has the right to renege on agreements they have made. Likewise, I think that prospective customers should realize that selecting a KB/helpdesk is not something that is easy to transition away from. Therefore, prospective customers should realize that once you begin using Support Hero, they have demonstrated that they can and will change the terms at any time. Questionable ethics, eroded trust, zero integrity.

Avantages

No matter which page are you on in your web application, the help articles for that particular section would show when a user clicks on the HELP button!

Inconvénients

If they could add a ticketing system in case a help article is not found for a particular topic, that would be an awesome addition.

Avantages

Apart from saving me a ton of time responding directly to online users, it's a constant source of feedback for our website and helps us make decisions that will make the online customer experience consistently better.

Inconvénients

It's very intuitive and honestly, does everything I need it to do. No complaints.

Avantages

the ability to find new questions/answers to my faq page.

Inconvénients

main page loading time (but it does work well, i just wish it was faster)

Avantages

Easy to use. looks great. Advanced features and always adding more. Awesome responsive support.

Inconvénients

Could be nice to have more widget styles options.

Avantages

- Offers an off-the-shelf knowledge base section which you can embed in your app or website. (We use this on our software app)
- Ability to easily import existing FAQs
- It integrates well with intercom and has the ability to serve contextual results to your users depending on where they are on your website/application.
- It gives all kinds of stats on what searches were made, where a user was when a certain search was made and an input into whether the content was good enough to avert a ticket.

Inconvénients

- Would have been nice to have versioning of content - the ability to revert to an older version of content.

Avantages

The search function is very good. Their button is in the right position on the page when you install it and managing articles is easy. You can manage which article is shown on which page as suggested in the admin panel that I haven't used this functionality in other knowledgebase tools. Customer support is great.

Inconvénients

It makes the job successfully. I don't have any cons for this service. I can just say that go on and improve it.

Avantages

Great for sass knowledge base as the widget allows widget picture in picture. So you can place a walk through video inside a widget on the same screen as the app your customer is using. It works particularly well for complex sass. The search function on the knowledge base is also very, very good. Also the whole knowledge base is very easy to set up. I'm really impressed. You can also link to other parts of the knowledge base and there is a stand alone subdomain as well as widget onscreen. Its really an excellent knowledge base as I had heard already in a lot of places.

Inconvénients

None. I literally can't think of anything.

Avantages

It provides a great way to make our knowledge base available whithin our product.

Inconvénients

The user interface can be greatly improved.

Avantages

Prior to using SupportHero, the only way our customers could reach us was via a ticketing system. Our support team would get swamped catering to multiple duplicate requests leading to longer work days and lower job-satisfaction. Enter SupportHero. SupportHero's widget embedded on our website gives visitors context-specific help via mandating a search of a knowledge base before they can lodge a ticket. At most times this leads to ticket deflection. We get statistics on which terms our site-visitors are looking for and which ones didn't yield them matches. This has resulted in only enhancing our knowledge base by making things clearer for our customers. Superb tool!

Inconvénients

The tool is great but does not offer enough flexibility in terms of its look and feel. We wanted the SupportHero widget to occupy lesser screen space, but we learned that although we can customize the colors, we couldn't tweak around with the dimensions of the sliding knowledge base.

Avantages

Nice and clean customer-facing UI. Very easy to use and intuitive to set up from the admin-side of things. SupportHero has hugely reduced the amount of time we spend answering support requests from customers, and provides a really nice way to get in-app help documentation out to customers and easily available. We went from an in-house tool, and SupportHero has just been worth every penny and is way better.

Inconvénients

I wish there was TLS/SSL support (e.g. httpS://...) vs. just vanilla HTTP -- we are in a security-sensitive industry and the lack of SSL support worries our customers.

I wish they had an internal or password-protected version of SupportHero. I'd love to set up a second account to use for our internal support, but I need to be able to make sure no one can access it outside of our office/off of the VPN. If they had a password-protected option or a lock-it-down-by-IP-range option I would sign up for a second SupportHero account for our internal documentation!

Avantages

Personally, the most favourite feature about this tool is that I can see all the failed searches.
Before this tool, we didn't know what our customers are looking for and which articles they don't find. Based on the results we can create new articles and adjust/update existing ones or even update our applications' features. Support of the Supporthero application is really great! They are implementing many great updates!
Another great feature that you can integrate it into your website/application and it will show articles based on that particular page. Congrats on a great tool!

Inconvénients

I believe that all cons will be solved quickly as they are quite minor. I'd say that I was dealing a lot with our customers mistypes. Some users submit questions with mistypes which can lead to zero search results. However, I am constantly checking the failed searches and adding them as keywords to the articles. After few months I see just a few random mistypes. I guess it could be solved somehow - if no, there is not a big deal to run through all the mistypes and add them as keywords.

Avantages

There are quite a few support tools on the market, but few of them can match Supporthero for the thought and attention to detail that has gone into it.

The user-interface is very well thought out and is a pleasure to use. But it doesn't end there. Support Hero also looks terrific for end users as well.

One of the standout points for me with Support Hero was the ability to customize pretty much everything, which means you can really make this YOUR tool and not have to try and squeeze in to what someone else has already designed.

Support Hero is also very well supported with excellent instructional materials and a support team that lives up to the name Support Hero.

Inconvénients

I'm hard pushed to think of anything as this is a very well polished and highly customizable tool.

Avantages

Easy of use and robust statistics part.

Inconvénients

Search engine within the tool - that could be improved.

Avantages

This is not a ticketing system. But it just replaced my old boring and not very interesting FAQ.
We are using this by embedding it in a microsite. It has been of tremendous help. The nice thing about this tool is that it reduces the number of tickets logged and serves contextual results to users depending on where they are on your website/application.

Inconvénients

Some of the styling requires CSS customization which is only available on higher plans. Also would be helpful if they had a versioning feature that would allow reverting to older answers if need be.

Avantages

ease of use, Article suggestions, widget , support

Inconvénients

some small usability things, some areas needing small improvements on the Admin side. Improvement of text editor.

Avantages

Love the platform, They reduce the number of support tickets by establishing a well-designed knowledge base. I can see the past stats of the customer who creates a ticket and also change my faq's and articles for better improvement.

Inconvénients

It takes up some time to load when the users first click the help button, Would love to see an increase in speed of it. Other than that I don't see any con in support hero

Avantages

URL content was the main reason we switched from Zendesk and we are very satisfied with it.
The Stats overview is also extremely helpful in order to get an insight of the users vocabulary and quickly locate gaps in our help center.

Customizable Forms' content is also very useful. Especially, the radio button options are very helpful to quickly identify who in our customer department should answer the user's request.

Inconvénients

When adding a task it would be great if it wasn't an option available only for failed searches. By that means it would be great if I can create tasks my self. And who knows having a kind of article and SEO backlog in some feature.

It takes quite some time to load the widget for our users in our page. Sometimes it does not load at all.

The translated content is quite useful for the task of translation itself, but it has some serious UX problems when it comes to administrating articles. It reduces the work pace.

Avantages

Having a tool like SupportHero that gives you insight into what your customers (or potential customers)are searching for in your knowledge base is super valuable. This can give you guidance on what information you are missing in your help docs or even potential features to consider. Combined with other tools this can give you a wholistic view of your audience.

Inconvénients

The software feels somewhat neglected and there have been very few updates (or atleast those updates have not been communicated effectively to subscribers). I hope they able to remedy this because they have a unique product.

Alternatives envisagées 

Avantages

The presentation of pages, and basic analytics available. The ability to group and categorise the articles by theme, and url links for sharing individual pages.

Inconvénients

Cannot customise ranges for the analytics (i.e specific dates, only all time, 30 days, 7 days 24 hours).

Avantages

1) Ability to build the help widget into our product sites
2) Admin site is very convenient and easy to use
3) Support team of Support Hero is very friendly and is always open to feedback and feature requests

Inconvénients

It would be great to add several improvements to UI (I'm sure that the team is already working on our feature requests :))

Avantages

The look and feel of the interface is what I like most but also the ease of adding articles and the power of the reporting.

Inconvénients

Nothing really, it works great. The only thing I think can be improved is the ability to set a timeframe for an article to have the author review and refresh it, and also a version on an article so that you can have multiple version of a topic for an API if you have a v1 and v2 that are still support as an example.

Avantages

Ease of use
Very easy to implement
Pricing
Support services

Inconvénients

It does what I need so no cons. I suspect more additions to come as the software matures.