“Works as our product manual”

Pros

Getting started with this software was simple and using it day to day has been just as easy. It works really well as both an internal and external product manual which is exactly how our company uses it. Search is user-friendly and the ability to add keywords or common phrases helps people find the right content faster.

Cons

There are a few formatting limitations but they haven't stopped us from building a complete and well-rounded knowledge base for our clients.

“Love their customer service”

Pros

Plenty of things about it are impressive but the outstanding customer support is the biggest reason I keep recommending them to others.

Cons

Honestly, I have no complaints. The team has been very responsive whenever I've suggested changes or asked for clarification about new features.

“Top-notch support”

Pros

It has been user-friendly and the support team has been incredibly quick whenever we've needed help. It also gives us excellent options for making our content more useful and accessible for our customers.

Cons

I haven't come across anything I dislike about either the software or the company.

“Comprehensive knowledge management system”

Pros

One of the reasons we picked it is that it covers nearly everything you'd want in a knowledge management system. It gives us knowledge articles, checklists, guided workflows that help users reach the right outcome, training courses and, most importantly, a Chrome extension. That extension has been especially valuable because users can search for articles right on top of the web-based tool they're working in, instead of leaving to hunt for help in a separate app. We can also connect help articles to specific URLs through the channels feature which makes it even simpler for users to get the guidance they need while using their tools.

Cons

It has really turned into the central hub for our business knowledge. We rely on it constantly and it's rare for a day to pass without us coming up with even more information to add.

“Excellent UX”

Pros

The user experience is excellent and it makes creating your own documents, guides and training materials really simple, with hassle-free exporting as well.

Cons

The web-based application still has room for improvement when it comes to usability.

“Simple to create knowledge base articles”

Pros

Creating knowledge base articles with it feels very simple. One of the biggest time-savers for me is the automatic step numbering especially since I can move steps around and the numbering updates on its own without any extra work.

Cons

The web version is a bit harder to work with than the desktop version although it's still very useful for quick edits and fast updates.

“Convenient search feature”

Pros

It makes it simple to create documentation and finding information later through the search feature is just as simple.

Cons

A possible downside is the pricing which could start at a lower tier for smaller companies.

“Satisfied user”

Pros

Keeping documentation organized is simple with it. The integrated desktop client for managing annotated images is fantastic, the search feature makes content very quick to find and the team has always provided excellent support whenever needed. I've used it for many years and have never felt any reason to switch to something else.

Cons

Anything I wasn't happy with before was resolved in the new version so at this point nothing really stands out as a negative.

“Consistent layout”

Pros

Using it feels simple and the consistent layout makes it simple to build uniform procedure documentation across the whole organization.

Cons

To take advantage of all of it's editing features, you'll need to install and use a local editing tool on your PC.