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AnswerHub's platform drives team knowledge sharing, expert identification, faster problem-solving, and decreased onboarding time, all while reducing costs. AnswerHub addresses the needs of companies looking for improved team collaboration, knowledge capture, and operational efficiency. AnswerHub powers many tech-enabled giants, including Amazon, eBay, Finastra, Microsoft, Autodesk, and Disney Pixar. For more information, please visit www.answerhub.com
Provider
Devada
Located In
United States
Foundation
2005
Open API
Yes
Deployment
Cloud, SaaS, Web-Based, On-Premise Windows, On-Premise Linux
Training
Videos, Live Online, Webinars, In Person, Documentation
Support
Phone Support, FAQs/Forum, Knowledge Base, Email/Help Desk, Chat
AnswerHub serves mid-market and enterprise tech-enabled companies who want to build a developer ecosystem.
Content Source: AnswerHub
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AnswerHub Reviews
Pros
It allows a lot of possibilities, the support team is easy to reach and helpful, The principle of the Accepted Answer is very useful.
It is one of the excellent support with very responsive application. Also its a powerful tool for building knowledge based questions/answers.
Easy to use Ability to segregate content into "spaces" if necessary Excellent help and support. I have never had to wait to talk to the vendor.
However, the very best part of AnswerHub is their amazing Customer Service. Everyone we have dealt with has been professional, intelligent, patient and a joy to work with.
Cons
Missing in-app notifications; there is only email notifications. Weak for knowledge base use (could use more tree-structure navigation and more wiki-style).
If something goes wrong, it takes a while to figure out the problem. There have been times that other IPs have scraped our site and made it unusable.
Horrid and difficult to navigate alignment of posts, comments to those posts, and solutions. You cant see a full and concise list anywhere.
Answerhub for the most part is straightforward to use. There's some functionalities that are more confusing to use (eg. permissions), and we came across some kinks in our platform.
"Excellent knowledge base"
Overall: We are using the AnswerHub as a way of providing help to Associates and Agents online. The application makes generating articles very quick and easy. The immediate search function has proved very helpful.
Pros: Easy to use ..... Ability to segregate content into "spaces" if necessary ..... Excellent help and support. I have never had to wait to talk to the vendor. They are knowledgeable, friendly, professional and simply excellent
"One of the best off-the-shelf Q&A products in the market"
Overall: AnswerHub made it extremely to set up the infrastructure for a Q&A community, and it was overall a great experience working with them. Looking to the future, I hope they can modernize some aspects of the platform, including analytics, moderation workflows, the templating language, and API.
Pros: Easy to configure and customize for most Q&A needs. AnswerHub has very robust user and content management features out of the box (e.g. privileges, tagging, following questions, etc). The application can be easily extended through their API. Hosted and self-hosted options are priced competitively, and customer support is extremely responsive.
Cons: The built-in analytics are lacking and somewhat rudimentary. The question and answer moderation functionality could be improved, especially to enable more complex workflows. Finally, the API could be more stable and get more active development to support more use cases.
Vendor Response
"This powers the developer community site for MSFT Visual Studio"
Pros: None. I've opened 2-3 dozen issues with microsoft about all the pains this software has.
Cons: With the implementation at MSFT's dev community site, navigation is poor. It doesnt have "my issues", it has "Items I Follow" which is as useful for managing support issues as facebook's "Top Stories" is with keeping up with friends and family (this means it is not very useful). Wasted visual space everywhere on the pages. I took a stab at making my own client UI, but the site is serving chunks of HTML to the the users when displaying issues instead of passing JSON. Horrid and difficult to navigate alignment of posts, comments to those posts, and solutions. You cant see a full and concise list anywhere. You get 5 (now 10) issues at at time displayed "card style". If you need to see other issues, you must click "See more" a bunch of times. This is a real pain when trying to keep up with 100+ open issues. The list cant be sorted. Results appear twice. Issues can be closed and locked for comment by moderators. This is extremely frustrating to users when its clear the moderator does not understand the problem or simply makes a mistake. There is no place to see posts i have reported or the results of the report. The whole idea of requiring a paying customer to garner votes to get a company to fix bugs they have just created is malarkey, and perhaps that makes AnswerHub a victim of just being the wrong tool for the job. This isn't about friendships, so we don't need a social site. It needs to be a competent issue and request tracker, and that it is not.
"Works fairly well. We've used it for 6+ years. "
Overall: It helps our support organization be more productive - customers can get their own answers, and support can post answers here too.
Pros: Very few products do this well. I think stack overflow is based on this product. If you're support organization needs help to track issues and get help from user communities, or have user communities help themselves, this is the product for you.
Cons: Its a Java app. If something goes wrong, it takes a while to figure out the problem. There have been times that other IPs have scraped our site and made it unusable. Managing spammers is not ideal. But same goes for many other similar products.
"Stable, flexible and community driven."
Pros: The software is extremely stable, we've found great flexibility with add-ons and community-driven tools, and bringing it into our domain has been fairly simple. The team at AnswerHub is also extremely helpful when working on user issues together.
Cons: At times I wish the moderation tools were more flexible on the front end. I often find myself wanting to do some simple account investigation or moderation, and it would be great if I didn't have to manually search the back end to do so.
