Helpjuice vs. ServiceNow Customer Service Management

Helpjuice is an excellent platform when you’re looking to modernize the way you create documentation. Many companies, especially larger corporations, are stuck in the past, utilizing PDFs and share drives to house and access procedures. With Helpjuice, we now have a centralized web-based platform that provides everything from analytic functions to standard templates, user-specific features, and more. My team specifically chose Helpjuice during the pandemic, when all the tech writers from my company (including myself) were moved into a single team. We needed to find a platform that would allow us to align our publishing standards while also moving us forward in the way we publish procedures. That platform was ultimately Helpjuice. Helpjuice certainly offers a variety of features, but one of the few drawbacks is that it does not incorporate or seem to integrate with any specific ticketing tool. While this isn’t an issue for me or my team, as we are required to use a specific tool internally, I can imagine that someone looking for a complete package with multi-step workflows and an intake process would not find Helpjuice adequate.

Incentivized

It is well suited for medium to large companies that manage different teams and need to communicate constantly and track progress in a timely manner. It is less suited for small enterprises as it will overwhelm users with the features and functionalities embedded.

• We were looking for a publishing feature where there would be some required oversight.
• We have really enjoyed the AI Tool of Wizardshot as it has helped reduce the time spent writing articles.
• The analytic dashboard to see who has contributed what and which articles are the most clicked on is wonderful

Incentivized

• We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
• We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
• ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers

Incentivized

• Article feedback disappears when resolved, would like to see a integration with Jira which we now use to track feedback changes.
• Analytics for the AI search would be appreciated. Currently we have no idea how many people are actually using this feature.
• A way to train the AI search bot. Currently there is no way to up/down vote answers or indicate how accurate or helpful an answer is.

Incentivized

• Adding in additional chat features would be nice
• Viewing where you stand in priority
• Having a way to automate more of the processes

Incentivized

HelpJuice is really amazing as a starter knowledge base vendor. They have great customer service and the ability to customize your website is endless. However, it is difficult to scale up.

Incentivized

Bottom line is that it does what you need it to do. We've been using Service Now as a ticket managing tool for a few years now. There's really not much it can't do when it comes to recording interactions. It has been nice using inventory tracking for software licenses and hardware as well.

Incentivized

Support has been very good. Any time there has been a real issue, the team has responded very quickly and identified the issue without a lot of repetitive questions that I've seen from other services. There is a great external community and internal knowledge base that covers pretty much anything you need.

Incentivized

Prior to using Helpjuice, I was using Microsoft Publisher to create all the training materials and manuals for multiple divisions within my company. It was awful. It would lag whenever I opened larger manuals, it operated like software from the late 90s, it was not intuitive, from a design perspective, and after migrating to a MacBook Pro as my work computer, I discovered that the program was NEVER created for Mac OS, requiring me to run Windows on my MacBook whenever I had to update any procedures that hadn’t yet migrated to Helpjuice. What a nightmare.

Incentivized

Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration

Incentivized

• As I mentioned, my productivity in terms of working around issues, asking for help, etc. is greatly reduced on a DAILY basis.
• I spend as much time finding bugs and filing tickets as I do writing content, and this was especially true at the beginning.
• The Doc Center looks nice, so you'd never know the pain behind it.

• The negative impact for my team is the delay in team completing tickets but not a system issue.
• A positive impact for my team is we can easily view the status of tickets and the follow-up emails are beneficial to maintain records of tickets.
• Negative impact is that there is no user job aid or helpful tools for new users.

Incentivized