Helpjuice Erfahrungen

Ich habe seit meinem vorigen Review April nun weitere 6 Monate gewartet, bevor ich ein erneutes Review schreibe.

Zuerst das positive: Das Onboarding in Helpjuice ging schnell vonstatten und man hat uns stets freundlich behandelt. Der Anbieter bot uns zudem einen Migrationsservice von Confluence Server an und hat anfangs sehr gute Mithilfe geleistet.

Leider nützt das alles nichts, wenn die Qualität im Produkt und Kommunikation gegenüber dem Kunden nicht stimmt. Es verging seit Anfang diesen Jahres keine Woche, bei der wir nicht konstanten Support mit der Knowledgebase benötigten. Quasi jede Woche geht bei uns intern mind 1-2h für Chat und wiederholtes Bug-Reporting an Arbeitszeit drauf.

Die Probleme rangierten dabei von vielen (ärgerlichen) Kleinigkeiten, wie falsch angezeigter Status im Dashboard bis hin zu öffentlich erreichbaren (Draft) Pages oder kompletten Ausfällen des Backends. Oben drauf kommen dann Nacharbeiten, weil gewisse (bereits via Customization request) abgehandelte Themen, die erneut als Problemaufpoppen.

Neue Features wie das "Live Collaboration" feature sind Monate im Beta-Status und belasten das Backend dermaßen, dass der Editor regelmäßig ausfällt - also für mehr als 2 gleichzeitige Nutzer nicht geeignet und sofort wieder abgeschaltet.

Andere, oftmals nicht unwichtige Features wie "Expiry" von Artikeln oder Artikel-Templates werden kommentarlos deaktiviert oder als Altlast behandelt und nicht mehr supported. Dafür kommen dann halbgare AI "Checkbox" Features, die ein normaler Autor nicht braucht, bzw. eher weiteren Review-Aufwand erzeugen.

Der Support an sich mag schnell erreichbar sein, aber es werden quasi auch nur die üblichen Entschuldigungsfloskeln benutzt. Da anscheinend viel "Kundenspezifisch" angepasst wurde, ist das Kernsystem nicht stabil genug, um weitergehende Entwicklung sauber mitzutragen.

I am very happy with this implementation. It makes it easy to make some corrections and changes and quickly publish them .

Pretty good, most of the business likes it

Fantastic, incredible product

we have had 4 star customer service and we use this product daily. this will help to save us hours per day looking for information

Helpjuice have been absolutely fantastic to work with. Despite being in opposite time zones they always respond promptly and have helped to customize our Knowledgebase exactly as we need it. 10/10 customer service, I couldn't recommend them more.

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

This has become a one stop shop for all our internal documentation.

It saves a lot of human resources and time-efforts to manage a single knowledge base.
Easy collaboration, sharing and editing articles

Very useful to my daily work!

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.

I joined Helpjuice a few months ago and have been thrilled with the experience so far! The product is easy to use and the amount of freedom you get with the design is unprecedented. You're not locked into a cookie-cuter layout, so the sky's the limit!

You can tell that they're pushing their product forward and trying to make something that is unique from other knowledge base platforms out there. Their recent updates to their Analytics shows that they've been working hard on providing value to their customers.

We're just getting ready to add multi-language support and I wish there was an easier way to manage translated files (like auto-translations) but understand that can be considered an entirely different market itself.

My favorite- incredible customer service!! Their team goes above and beyond to help make sure you have everything you need, just they way you want it. If I ever have a question or concern, they're quick to respond and always willing to help.

I'd definitely recommend to anyone who is looking to build a one-of-a-kind knowledge base.

The onboarding experience was fantastic! In minutes I had someone from Helpjuice contact me and we were able to get our help site customized, populated, and live. They were exceptional and quick to make the customizations we needed.

Although we've only just started, building our new Knowledge Base in Helpjuice has already been an absolute dream. The backend is easy to navigate and the editor is simple and straightforward, yet far more robust than our previous KB solution... embedding videos and gifs has added a whole new element to our content! There aren't enough characters allowed in this review to fully encapsulate all of the great features available, so check them out for yourself!

Beyond the tool itself, which we're absolutely loving, the communication and support from the Helpjuice team is top-notch. They have been more than willing to ensure that our KB is customized to perfection. I would highly recommend that any company building a new Knowledge Base from scratch or refreshing their existing Knowledge Base use Helpjuice to do so.

Overall it has been a good experience and will continue using it.