Articulate Storyline Reviews

There are elements of the customer support model that work well, insofar as the discussion forum serves as a knowledge base of sorts so you can hopefully achieve a quick resolution to any issues you are experiencing. However, waiting to get a response to an issue that is not already covered in the database can be frustrating when you'd sometimes prefer a more immediate "Chat Now" like option like some other companies have. Overall, though, the support functions well and can deal with your issues effectively when given the opportunity.

Articulate in general has always been supportive of its products. Their online group, eLearning Heroes, provides users a place to learn from one another as well as have SMEs answer complicated questions and provide on-point technical support. They listen to their customers and incorporate various ideas into their platform. They also offer some top customers access to a beta program where they are able to test, try, and provide feedback to Articulate before a new version or product is launched. This level of commitment to customer satisfaction is very refreshing to see.

They are support-superstars and the software they use for support is excellent too (I don't know what it is). The model they use for support should be followed by all companies. It is a conversation/discussion forum model that shows everyone's questions in a knowledge base capacity so you can get the help you need in a speedy way.

I've engaged with their support three times since I've owned the product. Each time, I was treated very professionally and the issues were addressed quickly. Even in situations where the problem was not due to their software, their engineers were able to assist and get the project back on track.

Just the web site tutorials and help files are enough...VERY well done.

I hardly ever get a response that solves my problem. As a matter of fact, I submitted a support call almost 2 months ago about a problem I was experiencing with Articulate Online (for which we pay a handsome amount every year) and, for the first month I had to keep following up and was told it was being sent to quality assurance to investigate. Well, I still have not received a response to my issue. In my mind, this is a huge fail on the part of Articulate and I am always disappointed with the lack of support I receive.

The online community and the folks at Articulate are both incredibly helpful. Many possible questions do not even need to be asked, as the answers can already be found in the "E-Learning Heroes" community that supports the products and their users. This includes lots of examples, free content, and "show me how X is done" tutorials.

The Articulate user community (including staff and users) is amazing. There are so many people willing to help each other and offer advice. You can tell people are passionate about this software and supporting new users who are struggling. When you're a new user, it really helps to know you're not alone if you get stuck.

I feel that the company and it's employees honestly want to help me, they care about my success and my opinion.

Articulate depends on both staff and individual users to support their products through their "ELearning Heroes" website. The site provides for a useful means by which customers can rise to the level of expert in solving problems or "Hero". Because requests for help are posted in either a support or user forum, you can expect to get answers quickly to problems. Sometimes the staff may be busy and so answers may take some time.

Articulate themselves can be flaky at times with their direct support and seem to be choosy as to what they respond to. However, there is a terrific community around the product, second to none that will provide you with 95% of your support needs.

The Articulate staff and user community converge into the invaluable resource known as the eLearning Heroes Community. You can go there for anything ranging from tech help, inspiration, and though provoking discussion. They don't just support you using the software, they support you in your career as an Instructional Designer or eLearning Developer, and no one else offers that on the same level as Articulate.