About Support Hero

Support Hero is a cloud-based knowledge management solution that helps users create informative articles/tutorials and improve customer satisfaction. Key features of this platform include advanced statistics, search results monitoring, custom support resources and more.

Designed for small to midsize businesses, Support Hero comes with embedded help support feature which resolves customer queries within the website. It comes with a contact form tool, which enables users to collect all information and provide support as per customer’s requirements. Additionally, the knowledge base module allows businesses to publish information within the company website and reduce inbound support tickets.

Support Hero allows integration with various third-party a...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

25 Reviews of Support Hero

Average User Ratings

Overall

4.88 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(22)

22

4 stars

(3)

3

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 25 results

January 2019

Moshe from Importify

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

My Experience with Support hero

1. Nice and pro design for my support page 2. Stats which gave us lots of information we didn't know about our customers 3. The main page looks awesome and cover most of the popular questions 4. Advance contact us, which give us the ability to customize it and lower the number of requests. 5. Customer support - more or less the same customer service I use to give to my customers, which is not less than perfect.

Pros

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

Cons

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

August 2017

Keith from ChargeOver

Company Size: 11-50 employees

Industry: Accounting

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

August 2017

An awesome help/support platform that has hugely reduced our response times and hours required

Lower # of help requests coming to our support team. Answers questions for us. Provides nice in-app help options.

Pros

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.

Cons

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!

August 2017

Antonia from PlayFilm

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

August 2017

I am writting most of the article and setting the URL content

Pros

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.

Cons

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.

November 2017

Paulius from MailerLite

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2017

This is a great tool which helps our business a lot!

Pros

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!

Cons

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.

July 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2018

A great tool that saves a tremendous amount of time for our support team!

Time-saver. Helps us learn from our customers queries to improve our knowledge base.

Pros

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!

Cons

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.