# Support Hero Reviews **Vendor:** Support Hero **Category:** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Average Rating:** 4.5/5.0 **Total Reviews:** 10 ## About Support Hero In-App Knowledge Base to help you reduce the number of support tickets that you manage every day. Users can find the answer to their question when they need it the most: in your app. No need to leave, they can search through your knowledge base and contact you thanks to Support Hero. The best part? We help you to write better Knowledge Base by showing you what users are looking for and what you can improve. ## Support Hero Reviews ### 1. Eventually, It's very much useful **Rating:** 3.5/5.0 stars **Reviewed by:** Jalimsingh T. | Senior Process Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Support Hero?** Hero is comes in existence when there is no alternative available for processing any customer request for requisition. At that time Hero becomes essential for the business. **What do you dislike about Support Hero?** Their functionality and the smoothness working system facing many challenges while working in live projects. Sometimes getting stucked and customer care team is responding very lately and the resolution comes very late. This is the reason why many organisations do not used to handy this Hero Support. **What problems is Support Hero solving and how is that benefiting you?** When there are multiple request comes from vendor or customer regarding any query. This Support Hero is constantly reminding us and highlighting us to respond and resolve the query Asap. ### 2. Simply Awesome **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 28, 2024 **What do you like best about Support Hero?** The feature that enables users to add diverse content libraries has significantly enhanced customization, tailoring our offerings to specific user needs. Support Hero stands out for its user-friendliness and simplicity, facilitating seamless navigation between languages and helping us identify articles pending translation or updates. **What do you dislike about Support Hero?** Nothing that comes to my mind as of now. **What problems is Support Hero solving and how is that benefiting you?** The integration of a widget directly within our application pages, which encourages users to consult our knowledge base before reaching out, has been identified as the perfect solution. A significant reduction in the workload of our team is achieved by Support Hero, which reduces many potential inquiries, thereby keeping our inbox more manageable ### 3. Simplified and Time Saving Support with Support Hero **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2023 **What do you like best about Support Hero?** There's a lot to like about Support Hero, especially from a solopreneur's standpoint. For starters, its simplicity and straightforwardness have won me over. In a world where similar products often get bogged down in complexity, Support Hero is a breath of fresh air. Creating support content with Support Hero is easy, and integrating the widget on my site is equally simple. The widget is a star player in my support strategy—it's a helpful guide that points users to relevant help documentation, reducing the number of help requests and freeing up my time. And let's not forget the user-friendly experience. With Support Hero, there's no steep learning curve and no wrestling with convoluted features. It's flexible, accommodating, and it has adapted beautifully to my changing needs over the years. My takeaway is that Support Hero will save you time in integrating a knowledgebase into your site, as well as in adding content to it. If you want a no-hassle way to get support content online quickly and easily, this hidden gem is it. **What do you dislike about Support Hero?** No product is without its flaws, and for Support Hero, it's the aesthetic of their own website. It looks dated and could use a sprucing up. In fact, it almost looks abandoned. Without a refresh of their external site, I suspect they're missing out on a lot more customers. Don't let that deter you, though. The functionality and value it brings to your customer support game far outweigh this gripe. I'm motivated to post this review because I'm concerned that the external look of their site is driving potential customers away, and I want to help make sure people don't overlook it. **What problems is Support Hero solving and how is that benefiting you?** It's an easy way to add a knowledge portal to your site and to a tool for customers to get self-service answers to their questions and problems. It saves me time and hassle over other more complex competitors. ### 4. Great tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2022 **What do you like best about Support Hero?** Support Hero is easy to handle. It's pretty simple to use it, and work from a language to another one, knowing which article we still have to translate or update. **What do you dislike about Support Hero?** I would say that it would be great to highlight the part of an article which has been updated in a language, when you have to update it in another language (if your Master is in English for example, you can see that you have to update your french article, if a change has been done in English, but you have to look for the place where is the change). **What problems is Support Hero solving and how is that benefiting you?** Our help center is done on Support hero, and we maintain it in different languages (English, French, Spanish and German). ### 5. Good option for help library with some cookie oddness **Rating:** 3.5/5.0 stars **Reviewed by:** jessi@baam.com M. | Full Stack Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2022 **What do you like best about Support Hero?** The ability for our users to add different libraries of different content has been a great help! Customizing per their user base has been one of the best things about Support Hero for us. **What do you dislike about Support Hero?** One thing that catches us up at times is the ability to enter settings. If you enter Support Hero through your browser and try to relogin, it doesn't allow you to go to settings; it relocates to the main library. **What problems is Support Hero solving and how is that benefiting you?** Before Support Hero, we had to make changes for special help libraries. With Support Hero, it's easy to customize per user and allow them to make changes at any time! ### 6. Saves your customer support team a tremendous amount of time and effort **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2019 **What do you like best about Support Hero?** Before we moved to SupportHero, our customers had to mail our support email (which we had tagged to a basic ticketing system). Often, we would get multiple queries for the same issue and this led to a lot of monotony (longer work days and lower job satisfaction) due to the mundane repeated nature of requests. After we adopted SupportHero, the embedded site widget gives site-visitors context-specific help by requiring a search of a knowledge base before they can lodge a ticket. Firstly, this leads to lesser tickets. Secondly, Support Hero gives you reports on key-words which were searched, so if you see a particular theme being repeated, you now have inputs to improve your knowledge base and making articles more clear. And finally, the fact that you now have a motivator to constantly keep improving your knowledge base itself is great. **What do you dislike about Support Hero?** The tool does not offer enough flexibility in terms of customizing its look and feel. They do not offer customers the ability to tweak the CSS (we wanted a custom sized widget with dimensions our specifications). **Recommendations to others considering Support Hero:** It requires a little patience to work with at first because it requires a shift in mindset. Your support team probably will initially not like it at first. What I would suggest is you have your team build a list of the top 30-40 issues they repeatedly provide guidance on and build the knowledge base in as detailed a manner as possible. Once the tool is set up and starts working, your team will begin to see the magic benefits of this powerful software product. **What problems is Support Hero solving and how is that benefiting you?** The tool has helped us big time with our customer support management. It has converted our support team from operating in reactive to proactive mode. ### 7. Support Hero is Massive Customer Success Asset. **Rating:** 5.0/5.0 stars **Reviewed by:** William M. | Customer Success Engineer, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2017 **What do you like best about Support Hero?** The highlight is the in app widget that allows you search the support documentation. It also allows our users you to create tickets in app. This means users can find solutions in the Documentation before they have to reach out to support. The WIZIWIG editor is fairly polished and easy to use. **What do you dislike about Support Hero?** The Support Site has limited customization features, but the Support hero Team is happy to add features to suit your business. We had several features we required in order to use Support Hero as our main support site, and the support hero team was very responsive, and actually built the features out for us in matter of days! **What problems is Support Hero solving and how is that benefiting you?** Our Customer Success teams goal is to get our customers questions answered as quickly as possible. Having users who ask for help, first search through the documentation, before they were able to create tickets, this helped reduce the number of support tickets in a noticeable amount. The Analytics that tracks which questions, returned no/bad results let us understand what questions were going unanswered, and allowed us to improve our documentation. ### 8. Great product with a wide variety of features **Rating:** 5.0/5.0 stars **Reviewed by:** Olena G. | Customer Care Manager/Project Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** June 20, 2017 **What do you like best about Support Hero?** First of all, at our company we really enjoy using the "Embed widget" feature, this allows us to provide help articles right on our product sites, and customers no longer need to go to a separate help site for answers. They are now able to get the right information from the page they are currently viewing. Admin site is very convenient to use, our support team finds it easy to add new articles and edit existing ones. The variety of tools, yet their simplicity in usage in the Admin site is outstanding. Last but not least, is the support team of Support Hero that is always ready to help and is working hard on improving the product based on customer's feedback. **What do you dislike about Support Hero?** We reached to the support team of Support Hero with a number of feature requests, and the team was really attentive to our needs. So there is actually nothing that we dislike about the product. **Recommendations to others considering Support Hero:** Just give a try :) **What problems is Support Hero solving and how is that benefiting you?** Our company develops a number of products, web applications as well as desktop ones, and our goal was to provide in-context help articles that would be easy to access by customers. Having a built-in widget on the applications pages was exactly what we were looking for. ### 9. It's helping us scale our support team **Rating:** 5.0/5.0 stars **Reviewed by:** Catherine W. | Customer Success Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2017 **What do you like best about Support Hero?** The best thing about Support Hero are the search metrics you get - deflected tickets, failed searches, etc. The failed searches data is particularly useful because you can use that to optimise your knowledge base for self-serve help - e.g. spot new resources that could be created, find new keywords to add to existing articles... **What do you dislike about Support Hero?** When we import our articles from Freshdesk (which we still use for our main knowledge base), the differences in CSS between the two platforms can cause some ugly styling issues. I'm not sure if there's an easy solution to that, though, to be honest! **Recommendations to others considering Support Hero:** Consider whether it integrates with your current knowledge base - if not, onboarding might be a little difficult! And make sure you have somebody to check your metrics regularly so that you can keep making improvements/optimisations to your content over time. **What problems is Support Hero solving and how is that benefiting you?** It helps deflect questions that can be answered by a knowledge base article by prompting users to search before writing to us. Our team is extremely busy and Support Hero helps deflect a significant number of tickets that would otherwise have made it into our inbox. ### 10. Simply the best support knowledge base on the market for Saas (software) products **Rating:** 5.0/5.0 stars **Reviewed by:** Emeric E. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2017 **What do you like best about Support Hero?** What I like the best is the ability to embed our support content inside our app and make it super easy to consume while staying in the context of our Saas app. Our users don't have to go "outside" to get support. It may seems small but it's game changer. The other thing I love is that we actually know what to do with our support knowledge base now: - what to improve - what to add - what to tweak No other tool on the market gives us that many insights about how our support content is performing. Another game changer. **What do you dislike about Support Hero?** I would like to see a versioning feature for the multi-language feature. Having multiple language is a challenge for us and a big time suck for support content. Support Hero does provide a multi language feature but it's hard to follow-up on the change in the master language and apply it to the other languages. **Recommendations to others considering Support Hero:** If you are on the market for a support knowledge base or help center, there are several options out there. They may seem similar, but when you dig a little, there's no other solution than Support Hero to: - embed your support content right inside your app (your support content is super easy to find and consume without leaving your app) - get a TON of statistics about your support content, statistics that actually help you understand how you're doing and what could be improved. There is nothing on the market that does that and it's a game changer. **What problems is Support Hero solving and how is that benefiting you?** We use Support Hero as our support knowledge base. The business problem we are solving is simple: we used to get way too many support tickets about basic issues that were already addressed in our existing help center at the time, but our users didn't read them! We needed a way to make our support content easier to find (Support Hero does that super well with its embedded support widget) and to make sure that our users would get the right support content BEFORE sending us a support request! The benefit has been: - A lot less support tickets - Much happier users as they go their answer instantly Win / win! - [View Support Hero pricing details and edition comparison](https://www.g2.com/products/support-hero/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+03%3A30%3A07+-0500&secure%5Bsession_id%5D=329441cf-664d-4d9a-a77e-871ad037af64&secure%5Btoken%5D=ff26c8fe1e9f3802a7c53d466751144057c36a0047ee0b6fa146fb01ce55a905&format=llm_user) ## Support Hero Features **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Support Hero Alternatives - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,686 reviews) - [LiveAgent](https://www.g2.com/products/liveagent/reviews) - 4.5/5.0 (1,480 reviews)