ClickHelp

• That this is an SaaS is so convenient for me. I've looked at other authoring tools in the last couple of years, even bought one that ended up sitting on the shelf because of the complexity of getting it off the ground.
• Amount of functionality and customizability is fantastic. At first this can be slightly overwhelming; I wanted to get right into the "create my guide" mode, but how my org. is going to use ClickHelp required many hours of thinking, tinkering, and seeing how various projects would publish out to online and how I was going to set that up for the end user. Having all of the settings and ability to mod look and function, etc., has been great.
• Customer service and support is stellar. Even when a problem is resolved, the team has written back to me because they're wanting to make sure, first, that it stayed resolved, and second, to ask a few follow-up questions about my incident in order to help them troubleshoot and ensure it doesn't happen to other customers as well.

I would like templates that aren't as boxy as the six offered. I've used the templates as a starting point but in the end so heavily modified them that they're not at all what I started with. I would have liked something with an interface that feels more 2019 rather than have a web look/feel that's mid- to late aughts. But I can't have it all.

- Accessibility: the fact that the tool is online means that it is reachable from any platform no matter where you are, which is a great advantage compared to other offline writing editors.
- Structurality: the tool is nicely structural and well arranged - it is always clear where to go/what to click on depending on what the user wants
- Plenty of features: the tool itself presents a plethora of features that would be otherwise done by extrenal/3rd party programs - such as editing of inserted images, tables, etc.
- Great customer support: quick and helpful in their communication
- Plenty of learning materials: even though it might not be clear at the beginning sometimes how to do what exactly there are plenty of learning tutorials which make your work easier and even teach you a few tricks

There are some small things that could be improved (such as the size of the actual content writing window, TOC to the content writing table ratio, etc.), however, I would be just nit-picking at this point :). The biggest struggle for me, however, is moving of the Chapters in TOC - one wrong move and everything can go awry :(