AnswerHub is a customer relationship management (CRM) solution available for deployment either in the cloud or on-premise. It is suitable for midsize businesses to large enterprises across various 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 according to their field of expertise enabling fresh queries to be routed to the specific people.
AnswerHub offers services on a monthly subscription basis that includes support via an online knowledge base including tutorials, case studies and eBooks and through a ticketing portal.
Supreeth from Comau Power train
Employees number: 201-500 employees
It is one of the excellent support with very responsive application. Also its a powerful tool for building knowledge based questions/answers.
Its difficult to navigate. Also issue can be locked or closed by the moderator which is really frustrating.
Andrew from Software
None. I've opened 2-3 dozen issues with microsoft about all the pains this software has.
With the implementation at MSFT's dev community site, navigation is poor.
It doesnt have "my issues", it has "Items I Follow" which is as useful for managing support issues as facebook's "Top Stories" is with keeping up with friends and family (this means it is not very useful).
Wasted visual space everywhere on the pages. I took a stab at making my own client UI, but the site is serving chunks of HTML to the the users when displaying issues instead of passing JSON.
Horrid and difficult to navigate alignment of posts, comments to those posts, and solutions.
You cant see a full and concise list anywhere. You get 5 (now 10) issues at at time displayed "card style". If you need to see other issues, you must click "See more" a bunch of times. This is a real pain when trying to keep up with 100+ open issues. The list cant be sorted. Results appear twice.
Issues can be closed and locked for comment by moderators. This is extremely frustrating to users when its clear the moderator does not understand the problem or simply makes a mistake.
There is no place to see posts i have reported or the results of the report.
The whole idea of requiring a paying customer to garner votes to get a company to fix bugs they have just created is malarkey, and perhaps that makes AnswerHub a victim of just being the wrong tool for the job.
This isn't about friendships, so we don't need a social site. It needs to be a competent issue and request tracker, and that it is not.
Sylwia from SAP Hybris, an SAP company
Employees number: 10,000+ employees
* Built a robust community where users could engage in Q&A and regularly contribute quality content.
* Rewarded user contributions and encourage active participation with reputation points.
* Delivered a valuable user experience through a wider range of functionality.
Gamification elements like badges, reputation points. An ability to control permission based on a reputation score as a kind of gratification for active users.
Expertise features improve recognition! "Ask an Experts" helps to ping experts, same time you can define your expertise manually but also automatically by system to become an expert for a specific topic.
Analytics functionality that it is built-in. It is not fully reliable. The product is still being continuously improved so there some features still missing.
Tim from Teradici
Quick to implement,
Easy to administer
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)
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.
Sylwia from SAP Hybris
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.
- 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.
- Unfriendly admin console
- A large range of roles (permissions) for specific actions on the site might be overwhelming at first
Jeff from West Bend Mutual Insurance
Employees number: 1,001-5,000 employees
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.
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
Pete from Living Spaces
-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.
-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.
Juliane from VTEX
The best of the Answer Hub is the Customer Service.
I think the product it's a little complicated to use and configure.
Jenny from Reddin Global
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 .
Jeff from West Bend Mutual Insurance Company
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.