Support Hero Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Nothing that comes to my mind as of now. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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... Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.