When looking to replace our current customer support portal, we looked at several options. Knowing that we wanted a self service platform to maintain documentation, videos, demos, etc., Knowledge Owl (KO) came out on top. Their out of the box solution had much more functionality for the money and was solid. Once we started uploading content, we had several questions as new users typically do, but the team at KO was ALWAYS ready, willing, and able to assist. Not being the most technical person, I never once felt like I was bothering them. We also had the KO team assist with integrating our ticketing system and mirroring the CSS of our public site. All was fairly seamless and the team was extremely responsive throughout. Being that we built our KO site as private where our customers need to log in to access company-specific information, we also utilize KO's password management. Overall, I could not be more pleased with this solution and the KO team. They are really fantastic, extremely responsive. And, they are constantly improving the platform! Great product and Great People! Thank you KO. We look forward to working with you for a VERY long time to come...
- Robust - Easy to use - Customer Service (top notch!)
None that I can think of right now. This company is really doing a great job and from our standpoint is a leader in the knowledge base space.
Thank you so much, Kristen! We super appreciate the awesome review! -Marybeth
Likelihood to recommend: 10/10
Overall, the software does what it says. It's a great start to get your product's documentation out there. But some basic wiki capabilities are missing. Tags are still new and have a sort of "Phase 1" usefulness about them right now. There is no way to organize the image library, but I see on their product roadmap that this is on their radar. I'm also looking forward to the Glossary feature that is mentioned on their product roadmap, but not yet a capability of the system. Most importantly, I would LOVE to have a way to link to a specific point in a different article, like you can with some knowledge bases. The initial setup of the knowledge base is incredibly easy - super user-friendly. When trying the product before buying, I had a tiny test knowledge base up and running in minutes. Documentation is a little lacking, but the software is intuitive enough that I find I don't have to refer to the documentation very often anyway. The customer service there is excellent. We have had nothing but the best since day 1. Overall, I'd say our company is happy with Knowledge Owl and are looking forward to the enhancements that will round it out.
We looked at many vendors before we evaluated Knowledge Owl, and I can't say enough about our experience working with the Knowledge Owl Team. From day one, the team continues to amaze me with the level of service they provide. They worked closely with us throughout the setup and implementation phase of our Help Center launch and continue to assist with our very custom and individual needs. Kudos to the entire team for always being responsive and helpful, but special thanks to the Knowledge Goddess / Chief Executive Owl, for leading the team.
Software out of the box is easy to use and customize and Knowledge Owl's documentation is thorough and nicely organized.
I can't think of anything that stands out as a con.
Yay! Thanks so much for the awesome review!
- Knowledge Goddess / Chief Executive Owl
Likelihood to recommend: 10/10
We needed a replacement for Crowdbase which is turning off their platform at the end of the year. After a through search for a replacement, Knowledge Owl came out as the clear winner on every one of our requirements. First and foremost, we needed the ability to mimick the look (to some degree) and interaction behavior that our users had become used to in Crowdbase. KO provided this. The KO feature set is actually overkill for our needs, but very solid and not so granular that a none coder can't get things done without support. However, when you need support, KO REALLY shines. They are a relatively small organization, but growing, so they can really provide personal service. If KO can find that magical balance of growth (which will come just based on how great a platform it is), and continue the quality of service, they will own the knowledge base space.
Simple: Incredible feature set, affordable, and best of all...world class technical support
Nothing to report. We are in the process of establishing our site and as of yet nothing in the onboarding process has been a problem.
Likelihood to recommend: 10/10
Pricing starts at $79/month for 1 knowledge base and 1 user. Additional users are $20/user/month and additional knowledge bases are $40/kb/month. There is a 10% discount for purchasing an annual account. Nonprofit customers get 25% off any annual account. Enterprise plans start at $10,000/year.
HelpGizmo is software that helps people create knowledge bases suitable for small businesses, especially HR, operations, and customer service departments. It allows people to create, customize, and share online documentation of any kind such as user manuals, software documentation, internal knowledge bases, FAQs, technical literature and handbooks, training manuals, and procedure guidelines.
The software requires no expert personnel to operate and its WYSIWYG editor remains user-friendly and powerful to non-power users who know little to nothing about coding. The price of the software is one of the lowest in the category, but the quality and features offered by HelpGizmo are nothing but rich.
The easy to use fully featured editor, it’s security options and abilities, advanced search system, interoperability of the products, insightful reports, wide range of integrations and the functionality extending widgets are just some of the things that highlight HelpGizmo’s usability.
The point of using HelpGizmo is to easily enrich the content of an in-house knowledge base thus increasing the efficiency of your employees, raise the quality of your communications and interactions with customers through a better online FAQs, or provide step by step guidance service. Through the feedback gathered by the filling of contact forms, HelpGizmo will quickly allow you to focus on what your customers need and avoid the time and resource-wasting guessing and hypothesizing work.
The benefits that derive from the use of this software are multifaceted and can be accurately assessed and appreciated through the intuitive analytic reports that show how your efficiency rises in a whole set of sectors relating to your customer service or in-house departments effectiveness.
HelpGizmo can be used by anyone, since organizing all kinds of documentation is important to many different business sectors. Small businesses though seem to get the most out of this software with HR departments seeing benefits through the creation of employee handbooks and training manuals. Many customer service/support and development teams also use it to document their products and services, both as an internal tool and as a customer-facing resource.
Along with its sibling product SurveyGizmo, Widgix software is very popular and successful being used by over 10000 users in 64 countries so far. The list with the most prominent users include FedEx, Microsoft, Bloomberg, Disney, General Electric, IBM and ESPN, highlighting the quality of the content that can be produced using HelpGizmo.
The editor that is provided by HelpGizmo is the main tool that users are going to need in order to create the content. It requires no technical or coding knowledge and experience, since it’s a “what you see is what you get” editor where formatting is shown clearly on the screen. For more advanced users, there is also the html mode that will allow them to tweak the code accordingly if needed.
One of the great advantages of the editor is the spell checking feature that allows users to quickly search their content for common mistakes or misspellings with the press of a button. Moreover, you can upload media files such as images and videos and place them directly into the text body. These files are kept in a database for future reference or use in more articles.
Sharing content is good, but having access control over it is even better. Most content is not relevant to all groups of people (in-house personnel, company customers) and so a filtering security system must be used in order to allow only certain people to access certain parts of the content. HelpGizmo offers that kind of advanced system that can filter out IPs and allow only people from the location of your company to access the locked content. Additionally, a login screen can be set up for employees that are away from site.
The same login system can be used for customers who can create accounts with usernames, passwords and meta-info. If these customers already have an account on another company’s system, you can easily provide access on HelpGizmo to them automatically through the “Single Sing On” system that authenticates users from other websites.
Rich content is worthless if people can’t find what they want fast. HelpGizmo provides an advanced searching system that also includes a categorized browser of content. Users can choose whatever suits their taste better and seamlessly hop from one to the other.
One of the most important things for content promotion is the “callouts” that users can assign to articles for a particular period of time in order to highlight the newest or updated articles, or even distinguish those that contain videos and other media.
Mobile device users have exceeded the desktop ones since the beginning of 2014, so remaining accessible to customers that want to access your knowledge base through mobile platforms is of critical importance for your marketing success and the level of customer satisfaction.
HelpGizmo adjusts all related elements automatically to fit any screen size and keep your content on the foreground. Big tables of content are transformed into dropdown menus, images adjust their size to fit the screen of the device used and other navigational elements shrink away to make space for the articles.
In order to adjust your content and deliver what is really needed by your customers, HelpGizmo allows you to monitor their searches and actions, and successfully locate gaps in your knowledge base. The reports can also be location-based so users can determine what pages or products generate the most tickets and address the issues with characteristically high precision.
HelpGizmo reports are not only used by its users, but also by the software itself. The suite uses key data in order to determine and suggest certain recommended sources to those who search for a particular issue.
HelpGizmo integrates well with a set of key applications that your company may already be using. Some examples include contact form integration with Zendesk, Freshdesk, Help Scout, and Kayako,as well as the ability to import content from Zendesk, Evernote, Kayako, and other tools. The integration with Salesforce SSO allows you to restrict access to authenticated Salesforce users, and Google Analytics that allows users to get even more insightful reports is also very important.
Thanks to the software’s open API, it is way easier to make things work even if you are going for things that are not officially supported. Moreover, you can easily embed the related help widget to your website or application.
The price is one of this software’s main advantages as it is very low considering what you get. Starting with the Basic package, you pay 29$ per month for 5 users, one knowledge base, unlimited readers and all features included! From then you can hop to the Plus package that costs 49$ per month and offers 10 users and two knowledge bases, and then there is the Enterprise package that accommodates up to 50 users and 10 knowledge bases for the price of 299$ per month.
In the case that your needs are even harder to fulfill, there is also the Enterprise+ that can be set according to your requirements. The three packages can be fully tested during a 14-day trial period and the premium customer service that is offered through mail, chat and phone is also free of charge.