The reason why knowledge bases are so super important is that they can save you countless hours on your support if you have articles that are helping your users. In this video, I will compare Document360 with Helpjuice to determine the best knowledge base. And I will compare them on eight different points. So let’s get started.
Now we are ready to compare Helpjuice with Document360 on eight different points.
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- API comparison
- Knowledgebase assistant comparison
- Integrations comparison
- UI/UX comparison
- Mobile app comparison
- Analytics comparison
- Homepage customisation comparison
- Chrome extension comparison
- Knowledge base design comparison
- Pricing comparison
- The verdict
the first point I want to compare them on is the API. Both Helpjuice and Document360 have APIs. The first one here is Helpjuice API, which they have built, of course, within Helpjuice because it is a knowledge base system. And you can see out here that we can do everything with the API. This is great to see because, normally, the API is restricted to doing specific things. But Helpjuice has chosen just to open up for everything. So you can do everything via the API, which increases your productivity, and it’s super easy to get started. You just get your token from your settings, and then you can start using the API. So this is a plus point for Helpjuice.
Here we are for the Document360 API documentation. They are using something called Swagger for their API documentation, which works the same way.
You can see we have all the different endpoints here.
We can test them by authorising them via our API key, which we get in our settings. And then they have again opened up for everything. So you can do everything again through the API. You can create and manage categories, and you can manage articles, you can manage your team, the readers, projects and so on. So they have gone the same direction as Helpjuice and opened up completely. Swagger is an easy way to make API documentation, which is why they have probably done it like this. But I will say that Helpjuice API documentation was a little bit more UI friendly to look at.
Though I will say that here, we can easily test, and many people and developers using APIs know Swagger. So it will be easy for them just to jump right in and get started.
Knowledgebase assistant comparison
The next thing we will compare is the assistant for the Knowledge Base. This is the widget you see below that you can embed wherever you want this knowledge base. And then, people can open it up, and they can start searching for articles they can read. And I will say that Helpjuice’s Assistant down here is very well made. I can visit the knowledge base, I can contact them, or I can search for an article and see it within the assistant here. It’s a very well-made design, and it works very well. Document360 also has a knowledge base assistant. You can see a preview over here.
And it works the same way we can search for articles, we can see the knowledge base, and then we can get help on the page. So this is the preview. Again, the design is very simple, it’s minified, and it works well. And again, you can embed it wherever you want this assistant to show. You can also filter it to only show specific URLs. But everything is possible with this assistant. You just integrate it with Google Tag Manager, or you do it manually by inserting it into the code. So both of these systems have a knowledge base assistant that works well. You can search within, you can read the articles, and you can give feedback.
The third point I want to show and compare on is integrations. So here we are within Helpjuice, and they have quite some integrations already. They have the Slack, Salesforce and the list goes on down here, though I will say that at the moment, they only have Zendesk and Freshdesk. They don’t have to Intercom Crisp Chat or Help Scout. This means that when they can integrate to Intercom and these types of chats, people can search directly in Helpjuice via Intercom, or you can via Intercom Answer with articles from Helpjuice.
So this is adding up to being a more productive tool that we can use to save, again, countless hours. So right now, they have a limited amount of integration, but as you can see that these are frequently requested, and they’re working on a lot more. Within Document360. It works a little bit different. We are not showing any at the moment, but when you want to add a new integration, just click here.
And within Document360, we have a lot more integrations to work with. And they do have Intercom, chats, like live chat, Fresh chat, and so many more, even Crisp chat down here. So Document360 is very much integrated into multiple platforms compared to Helpjuice. So on this point, Document360 is ahead, and it’s very easy to set up. You just need to enter your Intercom ID and write a description here; you can set up some advanced rules if you want to. And then you have set up an integration to Intercom. It is so easy to get started.
Now, the fourth point I want to compare on is the UI and the UX. And here I will say that Helpjuice is winning the UI and UX is easy to use, it’s more modern than Document360, and it’s just an easy way to show a lot of data without feeling overwhelmed. This one Helpjuice is ahead, and they are just doing a very well job maintaining this UI throughout all of their platform and the different modules. Within Document360, everything is a little bit more compact, and it looks a little bit less modern than Helpjuice.
And especially when we go to the documentation here, you can see again the menu is very packed together. They do very well in maintaining the same structure throughout the platform, but I would like to see more spacing and maybe some more modern lines than now. You can see where they’re doing a little bit with some spacing, and it adds a lot of value through the benefit of compact pressing everything together by showing more information to the user in less space. This can also be a productivity hack, though it can feel overwhelming to some people.
Mobile app comparison
The fifth point is mobile apps neither Helpjuice nor Document360 are right now at the moment having any mobile apps. I can’t see why they should have mobile apps, so I didn’t expect any of them to have them. It can be that you want to while you’re on the road, then you want to maybe change an article because you have an idea, or you want to create a draft while you have the idea, you want to maybe see some statistics or whatever it can be on the mobile. Though their entire platform, Document360 and Helpjuice our mobile-friendly, they can just open up a browser and use them.
But maybe a mobile app will be something they will develop in the future though I can’t see the big need for it now, so I didn’t expect any of them to have a mobile app.
Now the 6th point I want to compare on is analytics here, we are within Helpjuice in their analytics, and they keep the design overall. It’s easy to find the different statistics I want to see. I can see the support cases avoided, meaning I have sent an article instead of helping them on the chat or email.
We can see searches, articles, how it’s going, and they’re even going so far as to have this module over here which I like, and this is Answers to improve. So this means that if an article has received a lot of bad feedback, it will then appear here, which means that it maybe needs to be redone, and this is a great way to figure out maybe you have an article that’s outdated for your system or for a third party integration or it just needs to be rewritten in a more easy language. We can also see statistics on all of our different articles which are viewed most and so on. The same we can see for categories, and then we can see it for user groups. Within Document360, we have a little more data to work with. We can see geography and where people come from to read the knowledge base. We can see the performance, which is Total Likes, Total Dislikes, views and reads.
Then we can also see the average time spent on the different articles, and here on the graph, it will also show Likes, Dislikes and so on. Here we can see the leading authors, articles, categories and countries.
We can again see the search, and we can see statistics about the team accounts. We can see overall the feedback we have received. Is it good, is it bad? What do we need to improve?
We can see the link status. Do we link anywhere where it’s not working? Then we, of course, need to fix that because that’s a bad experience. Then we also have Page not Found and Ticket Deflector. So within Document360, you get more elaborate analytics to dive into and see where you can optimise. Though I will say that I still like the design more from Helpjuice, especially the graph overview.
Homepage customisation comparison
Now the 7th point I want to compare is how we can customise our home page, basically our knowledge base. And within Helpjuice, you have to be able to code to do this. It is simplified coding and HTML that you need to work with. And if you have been working with Shopify, this should be pretty straightforward.
But here, you need to sit and code the different elements you want to use. Though you can always start with a theme over here, they have a lot of great themes you can start with. But no matter your chosen theme, you must manually set and code the different elements. If you want to add more or remove stuff, you can always request expert customization where you can pay someone to do it. Here Document360 are way ahead of Helpjuice. This is a very simple way of creating and managing your knowledge base. We can easily sit and drag and drop our different components around. There is no need to be able to code. We can add a header link; we can add new elements here, which can be text columns, HTML, images, categories and even widgets as well.
So within Widgets, you can see we have the most viewed and liked articles. But here, it is so easy to work with. You drag and drop, requiring no coding knowledge at all. If you want to code, you can still add an HTML element here. And then, you can sit and code your HTML.
So you can still customise it to fit your needs, especially with HTML and CSS. But you don’t need to, you can still just use the drag and drop elements, and this works so well compared to Helpjuice.
Chrome extension comparison
Now, the last point I want to compare on is the Chrome extensions, and the Chrome extensions are working perfectly fine both for Document360 and for Helpjuice.
First off, here we are looking at Document360, and as you can see here, the way the Chrome extension work is that you always have a way to search within your articles. So if you’re using Document360 for internal use, then this is a perfect addition for your team because they can fast and easily find the article wherever they are on the web and just get an answer fast. Here we are on the Helpjuice Chrome extension, which works the same way. They have a Chrome extension up here where they can always search the articles internally with the team to see if they can get an answer to the question.
Or they maybe need to create the article because it doesn’t exist. The one thing that’s surprising me here is that Helpjuice is not 100% following the design guidelines in the Chrome extension. Here, the Document360 Chrome extension is designed better than Helpjuice, but the functionality is the same. We can get articles by searching on our question, or of course, we can then choose to create the different articles.
Knowledge base design comparison
So before we move on to comparing the pricing, I just want to show you the Help centre, the actual front page and how it looks. This is within Helpjuice, and as you saw, I just chose a theme and then went with it.
So here you can see that we have some different links, basically working as cards. We have some topics as well. And then we have popular articles and some more down here. If I click on an article, then, of course, we can read about the article, we can give feedback, we can also write feedback and can see related articles. This design within Helpjuice is working very well. It’s simple but kept modern. Now, this is within Document360, and within Document360, I’ve just chosen a theme and went with it. They also do have more modern themes.
If you’re looking for that. But here, you can see the same as we saw in the Drag and Drop builder. We have our category manager documentation. We can see some different categories here as well. We have some quick links where you can chat with us, call us or send us an email. And then even down here, we have a full-on menu where you can make it look like your website, so it looks like they’re sitting on your website. You can also, of course, change the header up here as well. You can work with the background here. And overall, this is working very well.
When we click on an article, we get this view here; we can see that out here, we can make a menu to categorise different articles so they can easily jump between them. And it’s also working very well.
We can give feedback here where we can say whether we found it helpful or not. And then otherwise, we can go to the next article. This design is also overall looking okay. The menu here I would like to be maybe a bit more modern, but overall it looks okay. And they do also support Dark Mode.
Now, the last thing I want to compare these two tools is pricing, and the first pricing we will look at is Helpjuice. Helpjuice does not have a free plan; they only have paid plans though they have a 14-day free trial.
Where you can test out, Helpjuice to see whether it’s for you or not. For the different plans here, there’s only one thing mainly changing, and that is the number of users you can have using Helpjuice. The features, the amazing customer care and the free expert customization, are there for all of them. It is only the amount of users that is different, and there are no free plans.
So if you’re looking to get all the features and you don’t have a lot of users, then Helpjuice might be the pick for you. Now, Document360 is a lot different. First off, then you can see they have a completely free plan with five accounts, a Knowledge Base version. And then you get some basic functionality to build up your knowledge base up to 50 articles. You can even work with custom branding, homepage builder, and more. Within Document360, when we scale up to the paid plans, they also offer a 14-day free trial. But you can see overall that the pricing here compared to Helpjuice is cheaper. Here with Helpjuice, it costs $120 for four-team accounts and here, we get five-team accounts for $99. Of course, this is paid yearly, but if you’re just looking to scale up and have a lot of team accounts, then Document360 might be a better choice for you.
Again, this business plan, where we get 20 team Accounts, is still cheaper than Helpjuice. So overall, though, I will say that these different features vary greatly.
If you’re looking to get a full feature set, then you need to upgrade up to the business plan here, where you can do almost everything. Of course, they also have the enterprise solution, but I will say that with the business solution here, then you are very well on the way, and you have full feature functionality almost.
You have 20 team accounts ready to go in, write the articles and create an outstanding knowledge base.
These two tools are so close to each other in functionality that it’s almost impossible to pick between them. I will say a couple of things, though, because if we look at the pricing, then Document360 might seem like a better deal if we compare the users, but if you want all features, and full functionality, then Helpjuice is the best deal for you because it also comes at the lower price. For Helpjuice, I like the UI, though I will say that Document360 had better theme customization and more integrations overall. And this means that Document360, for me, is a slightly easier tool and more productive. Which means that it would be the choice for me. That’s it.