What do you like best?
I love the deflection tool to reduce the number of tickets submitted, because it prompts the customer to really consider if they can find their answer on their own. I also love how i can test the way an article appears to the public before it does in the backstage testing area.
I love how easy it was for us to get up and running - from migrating old articles from Zendesk, to creating new ones, to putting it on our site, and later to creating a Spanish database as well.
The back end analytics are so critical for us to know if we need to create a new article or if the way we've written it does not match up with how people are posing a question. For example, we had people saying "no sound" or "audio not working" while our article referred to "microphone settings." We quickly rectified that and watched the number of Items Found increase, Items Not Found decrease, and successful deflections increase.
What do you dislike?
The auto-filler is not quite as sophisticated as I'd like.
The HTML editor could be improved. It's basic and does the job, but it would be great to control the look and feel a little more, especially with technical charts and comparison columns.
Recommendations to others considering the product
Take a look at customer sites to understand how they organized their customer-facing knowledge base. It will give you a better visualization into what is important to you, and how your knowledge base should be laid out to the customer. We chose something similar to TicketMaster because icons are alluring and appear to be easier to access information, and we had the "last chance before submitting a ticket" deflection tool which has helped us greatly.
What business problems are you solving with the product? What benefits have you realized?
We reduced the number of support tickets
We figured out what people are searching for which prompted us to add more related articles, create tutorials, etc to meet their needs
We are now able to support our Latin American customers more fully with the Spanish database