Marg Helpjuice

What do you like best?

What do you dislike?

PROS & CONS

What are the best aspects of this product?

While installing Helpjuice is simple, I knew it was easy for things to get out of hand. As a result, I didn’t want to walk the road alone and had to contact Helpjuice support staff to help me get the setup done. The customer service agent was very responsive. She answered all my questions the way a non-techie can understand them. Everything went as planned. I can say the quality of support was above board.

What aspects are problematic or could work better?

I use Salesforce a lot, and I would like to see native Helpjuice integration with Salesforce.

What specific problems in your company were solved by this product?

I dread the installation of new software solutions. I think I have dealt with many vendors who were very reluctant to lend a hand. However, Helpjuice really changed my perception of vendor support services.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

For us, the most intriguing aspect of Helpjuice is its customizability. The product offered powerful customization options that allowed us to imprint our own branding. From logos to colors, we changed nearly all aspects to create a custom knowledge base. We love the neat organization of content on the knowledge base. It makes everything easily accessible. Just what we need for our customers!!! Our support staff is reaping the reward, too. The introduction of the self-service KB platform cut the call queues, allowing support agents to handle more complex issues.

What aspects are problematic or could work better?

Helpjuice offers fast search; there is no doubt about that. But, we would like to see a much more robust search algorithm capable of searching virtually any file. Even if it means incurring slightly higher fees, we will not mind so long as it’s below what competitors charge.

What specific problems in your company were solved by this product?

When we first started our online shop, it was easy to handle customer questions and issues during business hours. As the business expanded we saw the need to procure customer support software to meet the growing needs. But even with this software, we’re still unable to address all common customer simple issues. We needed a knowledge base platform, we thought. Helpjuice was an option thanks to its robust capability, but still, we were hesitant because we weren’t sure about is customizability. But, we decided to give it the benefit of the doubt, and we have never regretted the decision.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

The software is sophisticated and the design is clean. Its reports are awesome because they show us the status of our website and support. It is a cut above the knowledgebase platform we used previously (Salesforce).

What aspects are problematic or could work better?

The support team of Helpjuice can be slow to respond to our queries. When it comes to our website concerns, the formats for articles are slightly off compared with the published layout. Other than that, there are minor problems that do not have a huge impact on our opinion of the solution.

What specific problems in your company were solved by this product?

Intuitive knowledgebase that everybody can use and grow

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

The interface is done nicely so we were able to build a database for internal use quickly. There are plenty of customization options so we can enrich articles with multimedia content. The answer editor may also be familiar with other people who are exposed to WordPress. Additionally, it ensures that information is accessible to people with the organization of categories. Even Helpjuice's own support team is magnificent. They are easily contacted via the chat bubble that we can see on every page so it is easy to request assistance. Overall, Helpjuice is an awesome software to work with.

What aspects are problematic or could work better?

The price is too steep for the current set of packages compared to other helpdesk platforms.

What specific problems in your company were solved by this product?

Helpjuice enabled us to create a database with answers to common problems that streamline our customer interactions.

Are you a current user of this product?

Yes