Knowledge Base Software That Soars

In 1927 Charles Lindbergh became the first person to fly an airplane across the Atlantic. On his return he was given a ticker-tape parade on the Washington Mall. He had made the impossible become possible. How? Because he had a utter, ruthless dedication to his goal. A SIMPLE, BEAUTIFUL PRODUCT I think if Lindbergh ran a SaaS company today, and was looking for knowledge base ('KB') software, he'd choose HelpJuice. Why? Because they've applied the same level of intellectual and practical discipline (that Lindbergh applied to his dream of flying the Atlantic) to their dream of creating an epoch-defining solution to an un-cracked problem (clunky, over-complex KB software applications). First, my disclaimer: I'm a co-founder of a tech start up & a customer of HelpJuice, who have been incredibly helpful to me in getting my knowledge base off the ground (a la Lindbergh). Now my qualifications. Before moving into tech I practised law for several years as a litigation / dispute resolution attorney. I learned that creating top class templates of information/resources, more than paid for itself through the delight clients experienced at receiving detailed, actionable legal advice. HelpJuice is the go-to tool in my view to help any SaaS business - your business - achieve this end. EASE OF USE HelpJuice works like Google/Bing for your KB with a search bar on the home page your home page. If their question isn't answered in the KB, a query lead capture form appears, so you can answer the query & create a template. CUSTOMER SERVICE & CUSTOMISATION The Helpjuice customer success team goes out of their way to provide professional services (for free) worth several hundreds of $ (if $1,000s) ensuring you're delighted. SIMPLICITY IN DESIGN & EXECUTION If you're looking for an advanced ticketing based customer support system, don't choose HelpJuice. No ticketing system? How can they help me then? Well, HelpJuice decided that the laser-like niche skills required to design and maintain and develop a KB software solution are considerably different from a customer support ticketing software solution. They're right, too. FUNCTIONALITY You get: - Thousands of searches on your KB a month - dozens of user admin accounts; different role/access segmentation - customisation of the KB; support pretty much any which way you want it etc. At the higher end: - 99% SLA - localisation - KB segmentation - making your KB an internal company site

Highly customizable Knowledge Base solution

Pretty good overall. Had a few support kerfuffles but in the end, they came through and were great to work with. By far the best bang for your buck.

Pros

- Can customize it to basically anything you want it to be
- Great personalized support
- Fast customization requests
- Really good editor
- Plenty of themes to choose from
- Analytics are great

Cons

- Can take too much customization to get it to 'feel' right for what you're doing
- If you have a private site, sharing articles individually publicly with a client is cumbersome
- Full export of site is not great as it exports in excel sheets
- No dynamic creation of keywords or related articles
- Can't 'continue numbering' in editor
- Can't 'copy formatting' in editor
- Search results do not contain category 'folders'

Really Good!

A nice userfriendly knowledgebase that my entire team can contribute to.

Pros

The software is really easy to use and navigate. I love how sleek the reports are as well as the weekly report of our sites health. Overall it's a huge improvement from our last knowledgebase hosted in salesforce

Cons

Support was a little slow to respond, it took roughly 4 days to get an initial response for an easy how-to. Sometimes the article formats look different from when you're editing it and from when you publish it. I would recommend to customers to keep the format as simple as possible. The other cons are just minor software enhancements like dynamic reporting but nothing has been a blocker or critical issue so far!

Helpjuice is a perfect Help Center service

We moved to Helpjuice for the following reasons: lots of options, saves us money. What we got however has eclipsed this. We have found Helpjuice to have more features than we expected, important reporting, wonderful customizability, and great customer support. They have been very responsive and willing to work with us through some fairly specific SEO requirements as well. All this for a cost that won't break the bank.

Pros

Noted in the review

Cons

We have had some downtime, but this has been limited.

Quick to get set up, easy to use, and great support!

The help center that came with our customer support software wasn't meeting our needs and we wanted something more flexible that we could fully customize. Helpjuice provides the best of both worlds — an easy to use user interface for people to add/edit articles and the flexibility to amend the code and completely customize the site. Best of all, if there's a specific feature you really want if you ask them they'll get it done.

Pros

The support is fast and responsive. They are also great at taking feedback and incorporating it into their product. The user experience is clear and simple to use, but — if you want it — you can access the entire backend and customize your site to your specifications.

Cons

It's currently lacking integrations, e.g. with CRM tools such as Salesforce.

Helpjuice: Fresh squeezed knowledge base goodness!

We are new to Helpjuice, but so far the experience has been very pleasant - with quick responses (several other competitors never even bothered to return multiple requests for demo's and meetings, but Helpjuice did so within less than a day!)

Pros

Price-per-feature was a major consideration - Helpjuice offers a lot of options and customization that other companies break out in to more and more expensive tears or pricing, where you have to pay more to get one feature you may want and a bunch more you don't.

Cons

While there search is robust, and can search attached PDF files in articles, other competitors have a much more robust search engine, capable of searching just about any file type, including video files. That said, you also have to pay a lot more to get that advanced of a search engine, and the rest of what these competitors offered was not as appealing.

Exactly What We Needed

We are using the software to create an internal knowledge base for a local government. Many of our users are not fans of having to learn a new piece of software but the ease of use that Helpjuice provides has made it incredibly easy to implement. We plan on eventually rolling out an external knowledge base for residents and the capabilities that Helpjuice provides will make that task easier than we could have ever hoped.

Pros

Helpjuice has been an incredible platform to start building our knowledge base. We had been struggling to find a good system that would give us the functionality we needed at a great price. Helpjuice has given us everything we hoped for and more and it doesn't cost an arm and a leg. In addition, the customer support is top notch.

Cons

My only complaint about the software is having a constant pop-up in the bottom right of the screen when I log in to the dashboard.

Very quick to setup, responsive team to assist in loading and customizing your KB.

Pros

Customer service agent was very helpful in getting things setup. He answered all of our questions and assisted us in loading our existing help documents. It has a good interface with Salesforce and creating new content is very intuitive and quick.

Cons

I would like to see an improved Salesforce integration to be more native and through the App Exchange. It would be great to also see this being Lightning-enabled.

Awesome Help Desk!

We needed an automated helpdesk for ClickCease.com. We found dozens of services but we decided to go with HelpJuice due to the great automation features they provided. We are not sorry, we are super happy with the software and it has increased our retention! The guys at HJ (Emil and the crew) were speedy and efficient with the setup and have been there for us with any question we had. Don't think twice, this is the way to go!

Pros

The ability to instantly setup Q&A.

Cons

No livechat automation, but I understand that is in the works.

Great system for providing support to customers!

Pros

It's an awesome platform for distributing help and information to customers without requiring actual human assistance. Frees up human resources.

Cons

It's kind of a bear to set up, there is a lot of information that needs to be input for it to be effective.