G2

Atul B.

Documentation Writer Sr.

Telecommunications

Enterprise (> 1000 emp.)

Originally submitted 7/5/2025

"Our users having great experience through the Document 360 knowledge base."

5/5

What do you like best about Document360?

It is an easy to use platform with WYSIWYG editors. We use Document 360 daily to update the Xponent knowledge base. Whenever we encounter any issues or require support for changes, we receive it as quickly as possible. Special thanks to the customer success team for that. It is really easy to integrate and use, you have all the different types of configurations available to use to implement and make the (CX) customer experience better. One important thing Document 360 is always ready to adopt new features that customer need. That is the main reason we migrated our knowledge from confluence to here. Our customers are really happy by using the Eddy AI to find out the feature details. Soon, we are gonna enable the chatbot also. Analytics helps us to understand customers journey on the knowledge base. From a documentation writers perspective, document360 makes it easier for me to manage the our complete knowledge base from one place. we use it for customer facing documentation, user guides, release notes, SOPs, and API documentation. as our documentation changes along with the product, releases having a single platform to create, organize, publish, and maintain the content is very useful for our day to day documentation work. Review collected by and hosted on G2.com.

What do you dislike about Document360?

Right now I really do not have a list of features that Document 360 really does not support, We have already requested those required features and many of them are included in recent releases. Also some of them are in progress and backlog. While working i have identified a few areas where additional features or enhancements would be useful and same shared those requirements with the through tickets. Many of our requests have already addressed in recent releases, while others are currently in progress or part of the backlog. It is good to know that the team keeps track of our requests, provides visibility into their status, and allows us to follow up when needed. We appreciate that our feedback is acknowledged and considered as the platform continues to evolve. Review collected by and hosted on G2.com.

What problems is Document360 solving and how is that benefiting you?

We can easily manage internal and external documentation here. Also, it has a self-sign facility which helps our end users sign up and easily we can map their domains to specific parts of the documentation (categories). Document 360 has integrated Eddy (AI), and our end users are really happy while using it. Even our support ticket count was reduced. Analytics reports give so much detailed information to analyze our user's interests. Knowledge-based customization helped us to make it the way we want. Even the customer success team offers some ready templates, which is so nice. Document 360 is not just providing solutions but making their (CX) customer experience better. Review collected by and hosted on G2.com.

Response from Vaishnave Jayaraman of Document360

edit

Hi Atul, we're thrilled to hear that you are having a great experience with Document360! Our goal is to provide an easy-to-use platform with WYSIWYG editors and quick support for any issues or changes. We're glad to hear that your support ticket count was reduced after enabling Eddy AI. We appreciate your feedback and are committed to continuously adopting new features to meet our customers' needs.