Item: Helpjuice
Rating: 10
Author: Verified User

Overall Satisfaction with Helpjuice

Use Cases and Deployment Scope

Helpjuice has become my company’s go-to platform for housing SOPs and different departments’ procedures. I work for a very large corporation and different departments utilize different methods of hosting and publishing their materials. For me, my departments were really old school. I was publishing items on Microsoft Publisher as PDFs and they were being stored on shared drives—very risky stuff. Helpjuice has not only modernized the way I publish and store SOPs, but it has eliminated the risks of creating files that could easily be deleted or manipulated on shared drives.

Pros and Cons

Pros

Coding options
Analytics/backend info
Customer support

Cons

Limited editor
Strange formatting

Return on Investment

Migrating to Helpjuice has reduced our SLA turnaround time for publishing from 41 business days to 21 days, a 49% difference, with some requests being published in as little as five business days, an astonishing 88% reduction in SLAs.
As a centralized platform, requests are sent directly to us directly and they are assigned to one writer, who will complete the entire process, beginning to end.
Publishing is now completed an average of 26 times faster, using an average of 85% fewer writers.

Usability

Helpjuice is very easy to use and even easier to navigate through as a user.

The search function in Helpjuice feels a lot like Google’s. Helpjuice compiles every user’s unique data, making it easier for users to find the things they look for most often. Over time, Helpjuice will tailor search results on a case-by-case basis. It will evolve, searching for the things best suited for each specific user.

Helpjuice also allows us to achieve a sense of awareness, thanks to the backend analytics, allowing us to better understand our audience. I love how that data allows us to better understand how users navigate through our manuals.

Helpjuice is a great tool, but I didn’t give it a 10 because of a few formatting issues I’ve experienced while using the native editor tool. The tool itself is very simplistic, kind of like what you would get writing a long email on Outlook, but it has some limitations that can be fairly frustrating. The biggest issue is that the formatting you see on the editor, while you’re working on something, doesn’t always look like the final published product. It can be a bit inconsistent and requires some getting used to.

Alternatives Considered

Microsoft Publisher

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.

Key Insights

Do you think Helpjuice delivers good value for the price?

Yes

Are you happy with Helpjuice's feature set?

Yes

Did Helpjuice live up to sales and marketing promises?

Yes

Did implementation of Helpjuice go as expected?

Yes

Would you buy Helpjuice again?

Yes

Other Software Used

monday.com, Microsoft Copilot, Pixelmator Pro

Likelihood to Recommend

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.

Helpjuice Feature Ratings

Comments

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