AnswerHub Software


 

AnswerHub is a customer relationship management (CRM) software solution available for deployment either in the cloud or on-premise. It is suitable for midsize businesses to large enterprises across a variety of industries.

AnswerHub enables team collaboration and ideation, customer self-service portals and privately managed Q&A sites. Users can share information among team members, propose and track the progress of ideas and build a knowledge base for both customers and partners.

AnswerHub includes built-in gamification, so users can recognize and reward team members for their knowledge. Team members can be identified as experts so new questions will be routed to the people with the appropriate expertise.

AnswerHub is priced either per user per month (for private sites) or per thousand pageviews per month (for public sites).

 

AnswerHub - Q&A
 
  • AnswerHub - Q&A
    Q&A
  • AnswerHub - Discussions
    Discussions
  • AnswerHub - Knowledge base
    Knowledge base
  • AnswerHub - Community
    Community
  • AnswerHub - Help center
    Help center
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

9 Reviews of AnswerHub

Showing 1-9 of 9

 

Start your review of AnswerHub

Click to start
http://www.softwareadvice.com/crm/answerhub-review/

Tim from Teradici
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2016

February 2016

Answerhub, an easy to use, feature enriched tool to help manage complimentary support

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

In a fast paced changing environment, Answerhub has provided a tool that is intuitive, robust and requires minimum support. This allows for quick adoption, deployment, and savings in implementation costs. When support is required, the team is responsive, professional, customer oriented and show the highest caliber of any support team I have worked with.

Pros

Quick to implement,
Easy to administer
Feature rich
Excellent Support which is very responsive
( when support is correctly or incorrectly perceived as "slow to respond" they still meet expectations and surpass other vendor support response times)

Cons

Reporting is not as robust as it should be. Though other tools can provide this function, it would be good to improve on this as an out of the box solution that can meet customer analytic requirements.
Documentation can be improved on

Source: GetApp
 

Tim from Teradici

February 2016

February 2016

Answerhub has provided an easy to use, feature enriched tool to help manage complimentary support

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros:
Quick to implement,
Easy to administer
Feature rich
Excellent Support which is very responsive
( when support is correctly or incorrectly perceived as "slow to respond" they still meet expectations and surpass other vendor support response times)

Cons:
Reporting is not as robust as it should be. Though other tools can provide this function, it would be good to improve on this as an out of the box solution that can meet customer analytic requirements.
Documentation can be improved on

In a fast paced changing environment, Answerhub has provided a tool that is intuitive, robust and requires minimum support. This allows for quick adoption, deployment, and savings in implementation costs. When support is required, the team is responsive, professional, customer oriented and show the highest caliber of any support team I have worked with.

Source: Capterra
 

Sylwia from SAP Hybris
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2016

February 2016

Easy and fast tool to use as a Q&A site

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

While the Wiki-based forum was a great system for building community, it lacked many features that we required. It quickly became evident that we would need to make significant changes to meet those expectations. Instead of re-working the existing forum, we decided that a new solution should be built from ground up for extensibility and scalability, with all the insights gained from the forum.
So began the AnswerHub era.
It is a tool that offers more than just a question and answer model; it allows you to create an interactive Q&A community. Users earn points and badges for useful participation while providing relevant answers to the community’s questions. At the same time, users build up their own reputation as an expert in a defined area. You can also share your ideas to ensure that good ideas aren't overlooked.
The AnswerHub is another way to share knowledge among employees, partners and customers and is a great solution for reducing barriers between people, departments and companies. While posting questions, answers, comments or ideas, together we create an enormous, well-organized base.
It becomes very quickly a prominent tool in the technical domain. The enormous knowledge base, which is built by experts who answer users` questions about SAP Hybris products.
Our organization SAP is well known as the leader in business applications. SAP Hybris is strictly focused on e-commerce solutions.

Pros

- Powerful for building the knowledge base based on questions/answers
- A great channel for less official customer support: it enables to provide tips, suggestions or incomplete answers which are sometimes good enough for the customer’s need rather to create a ticket in the support system.
- Spaces, topics, questions and ideas can be clearly organized and managed
- A user contribution is well tracked, reputation is clearly visible
- The reputation gamification is cute.
- The related questions feature is really useful
- Topic list is useful, if people tag questions appropriately. Also useful in finding out the experts in certain areas and questions in that area.
- The team is eager to improve the tool by adding new features.

Cons

- Unfriendly admin console
- A large range of roles (permissions) for specific actions on the site might be overwhelming at first

Source: GetApp
 

Sylwia from SAP Hybris

February 2016

February 2016

Easy and fast tool to use as a Q&A site

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

It is a tool that offers more than just a question and answer model; it allows you to create an interactive Q&A community. Users earn points and badges for useful participation while providing relevant answers to the community¿s questions. At the same time, users build up their own reputation as an expert in a defined area. You can also share your ideas to ensure that good ideas aren't overlooked.

The AnswerHub is another way to share knowledge among employees, partners and customers and is a great solution for reducing barriers between people, departments and companies. While posting questions, answers, comments or ideas, together we create an enormous, well-organized base.

Pros
- Powerful for building the knowledge base based on questions/answers

- A great channel for less official customer support: it enables to provide tips, suggestions or incomplete answers which are sometimes good enough for the customer¿s need rather to create a ticket in the support system.

- Spaces, topics, questions and ideas can be clearly organized and managed

- A user contribution is well tracked, reputation is clearly visible

- The reputation gamification is cute.

- The related questions feature is really useful

- Topic list is useful, if people tag questions appropriately. Also useful in finding out the experts in certain areas and questions in that area.

- The team is eager to improve the tool by adding new features.

Cons
- Unfriendly admin console

- A large range of roles (permissions) for specific actions on the site might be overwhelming at first

Source: Capterra
 

Jeff from West Bend Mutual Insurance
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2016

February 2016

Excellent knowledge base

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We are using the AnswerHub as a way of providing help to Associates and Agents online. The application makes generating articles very quick and easy. The immediate search function has proved very helpful.

Pros

Easy to use ..... Ability to segregate content into "spaces" if necessary ..... Excellent help and support. I have never had to wait to talk to the vendor. They are knowledgeable, friendly, professional and simply excellent

Source: GetApp
 

Pete from Living Spaces

January 2016

January 2016

Great knowledgebase and q&a solution

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros:
-It was very easy to get up and going. The design was intuitive for the whole team to come up to speed on.
-Publishing new and editing existing articles is very easy.
-Gamification/recognition was good motivation for team members to engage with the platform.
-Pricing was straightforward and our tier fits our company well.
-Customer service team is very responsive.


Cons:
-The gamification could use some tweaking. It gave a little too much weight to Q&A versus submitting an article to the knowledgebase. That could have just been specific to our company though.
-Notifications settings take some testing.


*NOTE: We are only using the platform internally. I can't speak to how well it works for external use.

Source: Capterra
 

Juliane from VTEX

January 2016

January 2016

Customer Service Awesome

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The best of the Answer Hub is the Customer Service.
I think the product it's a little complicated to use and configure.

Source: Capterra
 

Jenny from Reddin Global

December 2015

December 2015

Great experience using it as a community platform

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

It's been a great experience. Answerhub for the most part is straightforward to use. There's some functionalities that are more confusing to use (eg. permissions), and we came across some kinks in our platform. But this was quickly resolved when I brought it up. I think what makes this product great is the customer support .

Source: Capterra
 

Jeff from West Bend Mutual Insurance Company

December 2015

December 2015

AnswerHub allows us easy interaction with our Agents and Underwriters

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Using AnswerHub has allowed users to ask questions online and then we can have SME's provide timely answers/. The search feature means that we do not have to answer the same question multiple times. In addition, an answer can be expanded on and also provide links to more complete documentation.

We have recently added a manual to AnswerHub and the response from our users has been very positive.

However, the very best part of AnswerHub is their amazing Customer Service. Everyone we have dealt with has been professional, intelligent, patient and a joy to work with. Calls and emails are responded to very quickly. Just excellent customer service.

Source: Capterra