AnswerHub Reviews

AnswerHub Reviews

AnswerHub

Enterprise knowledge management and community platform

4.56/5 (9 reviews)
21,858     971

Tim Konopelky

Verified Reviewer

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

16/02/2016

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

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
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Sylwia Ganiec

Verified Reviewer

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

11/02/2016

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

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Jeff Bischoff

Verified Reviewer

Excellent knowledge base

09/02/2016

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

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more