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
You're the best, David!
With the addition of the Helpjuice software, we were able to solve a critical need in the Servicing / Customer Service space. Quick access to specific areas within our policy and procedures is critical for servicing our customers. The install of Helpjuice was able to solve that and other regulatory requirements.
At Home Point, we have used the Helpjuice software/platform to act as a knowledge base (job aid) for our Customer Service agents to have at their fingertips for frequently asked questions and information. The agents (and admin team) love the ease of use (i.e. search capabilities, UI, etc.) when accessing this information. It is crucial that our agents to be able to access this information quickly when servicing our customer base. The Helpjuice software has been able to deliver that.
In my role at Home Point (Senior Direct, Analytics), one area that I think the Helpjuice software could improve upon is within reporting/analytics. While the [admin] site has some metrics that can be provided, the detail, UI, and level of metrics could be improved.
Likelihood to recommend: 8/10
My team was impress. No more document all over the network hard to find to share knowledge.
Easy to use Friendly Interface. The content is indexed so fast
The editor might gain a few more feature in future Some search option can be optimise
Likelihood to recommend: 9/10
I think the help juice team is amazing and they are always available with any questions and are so open to feedback. They may be a smaller team but they are brilliant and are customer service oriented. they are open to feedback and its nice that they show their roadmap
I love the software, it was so easy to implement, the team was available to help at any time. you can get this up in running in under an hour. they offer to import any current documentation you may have already to help with implementation. It is super easy to use and they provide amazing tools to control the look and feel of a knowledge base article. I like that you can relate articles to one another, you can apply keywords. we have a special keyword for new hires that way they can read a bunch of articles during their orientation. love the customizable website they provide to give you a googlish web page that looks like your website.
really nothing. the software just works and it does the job
Likelihood to recommend: 10/10
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.
- 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
- 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'
Likelihood to recommend: 7/10
Basic edition: $55 per month
Business edition: $199 per month
Scale edition: $249 per month
Contact Helpjuice for more pricing information