G2

Phil J.

Product and Growth Lead

Computer Software

Mid-Market (51-1000 emp.)

7/4/2026

"A knowledge base people actually use instead of asking the same questions"

4.5/5

What do you like best about Helpjuice?

Helpjuice quickly becomes the first place everyone checks before asking around. That's probably what surprises me the most. I don't have to remember the exact title of an article or even the same words the person who wrote it used. Even if I search using different terms or make a typo, I usually find what I'm looking for within the first couple of results. Another thing I really like is that the knowledge base feels like part of our own product instead of sending customers to a completely different-looking website. It creates a much smoother experience, and people seem a lot more comfortable finding answers on their own. Keeping everything up to date is also easier than I expected because version history and collaborative editing make it simple for several people to work on the same documentation without getting in each other's way. Review collected by and hosted on G2.com.

What do you dislike about Helpjuice?

One thing I learn pretty quickly is that a knowledge base isn't something you build once and forget about. If the product keeps evolving but nobody updates the documentation, search still works perfectly... it just starts finding outdated answers. We solve that by reviewing documentation as part of every sprint, and it's made a huge difference. The articles stay current, and people trust what they find because they know it's actually up to date. Review collected by and hosted on G2.com.

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

One experience really sticks with me: about a week before releasing a major update, I decide to look through the searches people have been making in the knowledge base. One question keeps showing up over and over again, but there isn't a single article that actually answers it. Instead of waiting for the release and letting the support team deal with the same question dozens of times, we write the documentation before the feature even goes live. A few days later it becomes one of the most visited articles in the entire knowledge base, and the number of support tickets on that topic is much lower than we expected. That's when it clicks for me. Good documentation isn't just there to answer questions after a problem shows up. Sometimes it prevents the problem from happening in the first place. Review collected by and hosted on G2.com.