Choosing the right knowledge base software can feel overwhelming. Dozens of platforms promise to streamline documentation and enhance team productivity, but not all of them deliver on this promise in the same way.
In reviewing Helpjuice, we will examine one of the more popular options on the market. We will also discuss how it works, its features, and how it performs in real use.
If you’re comparing tools or planning to build out a company knowledge base, this will give you a clear idea of what to expect from Helpjuice before you commit.
Disclosure: We earn a commission if you make a purchase at no additional cost to you. You can read our affiliate disclosure in our privacy policy.
Who Needs Knowledge Base Software?
A knowledge base isn’t just for tech companies or large support teams.
It’s for any organization that wants to make information easier to find, reduce repetitive tasks, and scale support without scaling headcount.
If your team is answering the same questions repeatedly—both internally and from customers—you likely need one.
For example, customer support teams benefit from knowledge base software because it reduces the number of tickets. Instead of replying to the same questions repeatedly, they can direct users to a helpful article. This frees up agents to focus on more complex issues.
HR and onboarding teams can also use it to document internal processes, benefits info, and training guides.
New employees don’t have to wait for someone to walk them through basic tasks—they can find the answers on their own.
Sales and marketing teams use knowledge bases to document messaging, playbooks, competitive analysis, and case studies. When someone needs a quick reference, they don’t have to ping five people on Slack.
Even small businesses or solo founders benefit. If you’re receiving more customer questions than you can handle, publishing clear documentation can save you hours each week.
In short: If people rely on you for information, and you’re tired of repeating yourself, a knowledge base software can save you time, improve consistency, and give users what they need, faster.
What exactly is knowledge base Software?
So, to make sure we are all on the same page before we move on to the review.
A knowledge base software stores, organizes, and retrieves information to help users find answers quickly.
Businesses use it to centralize documentation, FAQs, and tutorials.
This software supports self-service, reduces support tickets, and improves team productivity by providing instant access to structured content.
There are loads of options available on the market that you can use. Here is a list of the best knowledge base software.
Understanding Helpjuice
Helpjuice is an online knowledge base platform where you can create, categorize, and share articles with others. It allows you to set various “access levels,” so that users with specific clearances can access particular articles.
For example, you could share the articles “internally” with only your team members. You can also share them externally with clients and customers who interact with your company. Or, you could publish them publicly on the web for all and sundry.
HelpJuice is an excellent tool for sharing organizational information.
In a workplace environment, for example, where a standardized collection of data has to be reviewed repeatedly, storing it in Helpjuice can be very efficient.
Granting access to the Helpjuice dashboard would enable everyone to access the data whenever needed.
How is Helpjuice Used | Rating the User Friendliness
To begin our review, we will first describe how Helpjuice is utilized. Exploring this will help us understand just how complex or straightforward this platform is.
After all, one of the key features to measure when reviewing any tool or platform is its user-friendliness.
When you start using Helpjuice, i.e., by signing in with your credentials, you will be directed to the dashboard. At the dashboard, you will see a list of some sample articles pre-added for your reference.
Here is a breakdown of the various steps you can take from the dashboard:
- On the top right corner, you can find the buttons for adding a New Article or a New Category. If you add a new category, you can place articles in it. Think of it as a folder.
- On the bottom right corner, you can find the chat support button. This is where you can get help from the support team.
- On the far left, you can find the navigation bar to visit menus like Analytics, Users, Customize, Files Manager, Backup and Restore, etc.
- Next to the bar is the Articles and Categories. You can see the Published, Draft & Unpublished, To Review, Followed, and Archived articles. Below that, you can find tools like the Article Planner, Article Templates, Glossary, etc.
This is what you’ll find on the dashboard.
Creating a Category
The first thing you’ll need to do is make a category. After the category has been made, you can start adding articles to it.
To make a new category, you can click on the “New Category +” button. You will be shown a pop-up like this:
You can add the name and description of the category, set its slug URL, and configure its accessibility. Once done, you can click on the “Add Category” button. Once the category is added, it will appear on the dashboard, and you can open it by double-clicking the name.
There are different quick options provided for each category. From the dashboard, you can quickly preview the category, copy its URL, edit it, duplicate it, or delete it.
Creating an Article
To create an article, you can click on the blue “New Article +” button in the top right corner. If you click on the button in the dashboard, the article will be added to the dashboard, i.e., outside any category. However, if you open a category and then click the button, the article will be added to that specific category.
Clicking on the New Article button will take you to an online editor where you can type out the written content, perform all the necessary styling and formatting, and then publish it.
There are many different options available in the editor, and it is impressively built. Moving on, we’re going to review it in detail, so be sure to stick with us until the end.
Reviewing the Various Features and Functionalities of Helpjuice
Now, let’s move on to the main part of this review, where we will discuss the key features and functionalities of Helpjuice to understand what makes it so special. To get started, we want to talk about the online editor that you use when creating articles.
Article Creator | Editor
Since the primary purpose of a knowledge base software is to create and share articles, it is essential for the editor to be feature-rich and user-friendly. In this regard, Helpjuice doesn’t disappoint.
There are a lot of different formatting and styling features that you can use when creating articles. To list a few, you can:
- Change the font size
- Change the text style, i.e., heading 1, 2, paragraph, etc.
- Change font color and highlighting color
- Bold, underline, or italicize the text
- Add quote blocks
- Add code blocks
- Add tables
- Change text alignment
- Add numbered or bulleted lists
And so on.
Other than these basic functions, there are some advanced features that you can use in the editor as well. Helpjuice allows you to add and integrate various interactive content elements, making articles easier to navigate and understand. Here are some of the aspects that you can add to the articles:
- Articles: You can insert other articles in your draft for added value.
- Private sections: You can add private sections in the article that can only be seen by signed-in users or members of your team.
- Accordions: Accordions are interactive elements that add drop-down content panels to your articles.
- Tabs: Tabs are used to organize information and make it easier to view. They are like accordions, except that they are always separated and not stacked on top of one another.
- Decision trees are interactive elements used to pose questions to readers and provide answers (or pose additional questions) based on their responses. The example in the sample article is a good way to understand this, which is shown below:
If you choose “Yes,” you will receive a different output, which in this case is “Great. Enjoy it.”
If you choose “No,” then the output text is different.
On top of all the formatting options and the various elements that you can add to the articles, there are even more features that you can enjoy with the editor.
- Users can add comments to the article, just like in Google Docs and MS Word. This helps to leave essential notes for other viewers in specific places.
- You can add search keywords for your article. This AI-driven function is particularly notable, as it automatically adds keywords that it identifies as relevant to your article.
- Users can enable notifications to receive updates when changes or new content are added to the article.
All in all, the features provided in the editor are extensive, intuitive, and very useful.
Final rating: 9/10.
Analytics
Helpjuice provides a separate Analytics section where you can see various metrics and statistics of your articles.
The analytics can be invaluable for determining how well the readers are receiving your articles and how effectively they are helping you avoid support cases.
The total number of searches conducted by users, the number of users who found answers, and the number who contacted support are all provided here.
Essentially, the Analytics tab is where you find how effectively you’re using Helpjuice.
Below, we will mention the exact types of data you can find here, as well as their statistics and precise details:
Overview of Helpjuice Analytics | |
|---|---|
|
Overview | This section includes general analytics about the support cases avoided, team usage, employee stats, searches, and articles. |
|
Searches | In the dedicated Searches tab, you can find stats for total searches, support cases avoided, searches providing no results, etc. You can view the exact Found Answers searches, Bounced searches, and Failed search results. The data can be exported in XLS and CSV formats. |
|
Articles | In the dedicated Articles tab, you can find stats on the total views and reads. You can also review the answers that are identified as needing improvement, as well as the articles that users spent the most time on. The most viewed, read, and liked articles are also mentioned. All the data about the articles can be exported in XLS or CSV format. |
|
Categories | This section offers an overview of how your various article categories are being viewed. You can find the total number of views in a performance chart. The data can be exported as an XLS or CSV file. |
|
Users/Groups | This part of the analytics shows you the various users and groups interacting with your knowledge base. You can see the role, updated articles, searches, articles viewed, articles read, last login, and last contribution of each user. |
Final rating: 8/10
Customization
On the navigation bar, you will also find a Customization page.
You can customize and modify the appearance and style of your Helpjuice pages, including the home page and the articles.
Here are some of the things that you can modify in the Customization settings:
- Theme
- Theme color
- Company logo
- Fonts and colors
- Icon accent colors
- Hyperlink colors
- Webpage background
- Main title
- Search placeholder
And so on.
There are many options that you can tinker with, and it somewhat reminds me of WordPress.
There are two types of editors that you can use to make the customizations to your Helpjuice pages: the Visual Editor and the Code Editor.
The visual editor provides an intuitive interface that allows you to make changes using buttons and input fields. The code editor, on the other hand, lets you dabble directly with the source code of the pages to make your changes in CSS and JS.
Final rating: 8/10.
User Management
Moving on, another option that you will find on the vertical bar on the left is Users. The Users dashboard allows you to view the various users who have access to your knowledge base.
You will be able to find the name, email address, role, and group of each user along with their job title and joining date/time.
You can manually add new users to your knowledge base by clicking the “Add New User” button in the top-right corner. There are also options to import users and export users.
- Importing users refers to fetching them en masse from a CSV file. If there is a long list of users that you don’t want to add manually, you can use the importing feature instead.
- Exporting users, on the other hand, allows you to save the entire list of all users who have access to your knowledge base. This can be done in the CSV or XLS formats.
The Users dashboard provides a search function, along with tabs categorizing Imported Users and Groups.
All in all, it’s a useful and convenient way to view all users and add new ones as needed.
Important: The Analytics tab also shows Users/Groups information. The “Users” tab, however, lets you do more than just view the statistics. It also lets you perform actions such as adding more users, importing via CSV, changing roles, etc.
Final rating: 9/10.
Files Manager
The Files Manager is also an excellent feature that you can use at Helpjuice. You can find it in the vertical bar on the far left, same as the other options listed above.
What exactly is the Files Manager? It is a place in your Helpjuice profile where you can store and manage the various files needed for your articles.
For example, suppose you’re preparing a series of articles that require a large set of images or documents. In that case, you can upload them all collectively to the Files Manager, allowing you to easily access them when needed.
The function is simple yet quite helpful. There are several handy features that you can enjoy when using the Files Manager, including:
- A smooth drag-and-drop file importing method
- Upload files using URL (fetch directly from the internet)
- Create folders for easy categorization
- Use the search function to find files quickly
- Navigate all the files using the pre-made categories, one of which is for Recently Deleted files
Final rating: 10/10.
Backup and Restore
Last but not least, we have the Backup and Restore feature.
To make sure you don’t accidentally delete and lose any data in your knowledge base, Helpjuice provides this feature, which automatically backs up your entire knowledge base to cloud storage at pre-set intervals.
You can choose how often the backup takes place, from every 12 hours to monthly.
You can also initiate the backup manually whenever needed.
Helpjuice keeps the latest 15 backups and discards the older ones. If you have a backup file on your device, you can also upload and restore it.
Final rating: 10/10.
Final Thoughts on Reviewing Helpjuice
Together, we have explored the functionality and features of Helpjuice, just as we promised at the start of this article.
After reading them all, you’ll have a reasonably sound understanding of why we say this is the best, if not one of the best, knowledge base platforms out there.
The basic function of creating and sharing articles can be performed seamlessly on this platform.
Additionally, it offers several user-friendly features, including backup and restore, user management, and analytics.
For users who can easily afford it, Helpjuice is a convenient platform that can revolutionize knowledge sharing, whether within a team or with external parties, such as customers, leads, or the broader online public.
