# Malcolm! Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is Malcolm! the right Knowledge Management solution for you? Explore 36 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/181117/Malcolm/reviews

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Malcolm!

4.9 (36)

[View alternatives](https://www.capterra.com/p/181117/Malcolm/alternatives/)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated March 13th, 2026

# Reviews of Malcolm!

Ease of use

4.7

Customer Service

4.9

## Pros and Cons in Reviews

Ross S

Owner/PartnerInformation Technology and Services, 2 - 10 employeesUsed the software for: 6-12 months.

“For the creation of a support portal apart from any other support solution, it provides great mechanisms for creating support FAQs, customer service forms and workflows and customer knowledge bases; malcolm is as easy to use as creating a blog posting. And you can embed FAQs as popups on your site, creating a much better interactive experience for your customers.“

October 6, 2020

Ross S

Owner/PartnerInformation Technology and Services, 2 - 10 employeesUsed the software for: 6-12 months.

“from having to write a crap ton of integrations.“

October 6, 2020

MR

Morag R

Digital consultantMarketing and Advertising, Self-employedUsed the software for: Less than 6 months.

“Extremely simple and functional content interface makes entering and managing content quick and straightforward.“

October 26, 2021

SB

Stephanie B

Marketing DirectorFinancial Services, 11 - 50 employeesUsed the software for: 6-12 months.

“It's so clever and a great off-the-shelf solution for FAQs and Customer Support Centre.“

February 18, 2021

SB

Stephanie B

Marketing DirectorFinancial Services, 11 - 50 employeesUsed the software for: 6-12 months.

“It takes no time to implement and as a client you get five-star customer support.“

February 18, 2021

## Showing most helpful reviews

Showing 1-25 of 36 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Antony C.  
Managing Director  
Information Technology and Services  
Used the software for: 6-12 months

### "Malcolm! Saved us Time and Money"

July 18, 2019

5.0

It has been really easy to join the service and to configure our workflow instances. There are so many parts to the software it's hard to describe succinctly, but that also means it's very powerful out of the box. I think the admin system looks really good and does a great job of showing you relevant information, stats and ways to enhance the basic configurations. Simply put, it did what I needed it to do without reading any documentation, for a reasonable price, and it all took far less time than I expected. It just works!

Pros

It's incredibly quick to produce complex forms and have the data pushed to our other integrations. This sort of thing would normally take days or weeks, and Malcolm! did it in an hour. The admin interface is really well designed, easy to use and looks great.

Cons

I don't have any real complaints. The only thing to bear in mind is that there are an awful lot of options when it comes to configuring workflows, and you need to take your time to familiarise yourself with everything.

Alternatives considered

[Google Forms](https://www.capterra.com/p/176571/Google-Forms/)[WorkMax](https://www.capterra.com/p/83248/About-Time/)[123FormBuilder](https://www.capterra.com/p/122770/123ContactForm/)[Typeform](https://www.capterra.com/p/137289/Typeform/)

Reason for choosing Malcolm!

It seemed to be much simpler and more visually appealing.

Review Source

Hari K.  
Founder  
Computer Software  
Used the software for: 6-12 months

### "A Modern Helpdesk Solution with Workflows"

October 11, 2020

5.0

Malcolm has been a pleasure to use and implement.

Pros

Great UI and design, intuitive workflow based features, and stellar enterprise-level capabilities.

Cons

Integrations are a bit lacking and haven't really seen man updates (publically).

Alternatives considered

[SupportHero](https://www.capterra.com/p/144138/SupportHero/)[Froged](https://www.capterra.com/p/196490/Froged/)

Reason for choosing Malcolm!

It was on a lifetime deal with Appsumo and was an affordable investment for the value.

Review Source

JR

Joe R.  
Event Director  
Entertainment  
Used the software for: Less than 6 months

### "Great software solution "

November 8, 2021

4.0

Easy and enjoyable.

Pros

Malcolm! is a simple and easy software solution for our needs - a client-only portal containing the 'how-to' for activating across our various spaces. The layout and architecture makes navigating the information easy.

Cons

Tricky to alphabetically order content, but doable!

Review Source

MT

Mark T.  
Web Developer  
Farming  
Used the software for: 2+ years

### "Fantastic product for knowledge bases & Smart Questionnaires"

June 27, 2022

5.0

We use Malcolm for many things, but the main usage is for building up a large and rich Knowledge Base / Questions & Answers system. It is quick and simple for staff to add questions and answers to help our customer support obligations.

Pros

Malcolm makes it very easy to create rich snippet FAQ's that look great, are easy to search by customers and add SEO value to the website.

Cons

The storage space provided by default is perhaps a little on the small side.

Switched from

[Wufoo](https://www.capterra.com/p/224990/Wufoo/)

Malcolm has many more features and is also much better value for money.

Review Source

SE

Selle E.  
CEO  
Marketing and Advertising  
Used the software for: 6-12 months

### "Love This tool! "

October 6, 2020

5.0

Easy to use!

Pros

I love that I can segment faq’s and create widgets and embeds.

Cons

The full page ember doesn’t provide much flexibility.

Switched from

[Helpwise](https://www.capterra.com/p/197123/Helpwise/)

This was much nicer looking and easier to navigate

Review Source

AH

Andrew H.  
Managing Director  
Marketing and Advertising  
Used the software for: 2+ years

### "Great Product and Amazing Customer Support"

January 18, 2025

5.0

Their customer support is fantastic. I contacted \[sensitive content hidden\] from support today, and within ten minutes, he responded back to my query. I have been using Malcolm within my business for several years, and they are constantly adding new elements to improve it.

Pros

We only use one element of Malcolm: their FAQ builder. We use it as a support centre for our SAAS business. It allows us to white-label this as our product, which is great.

Cons

I haven't come across anything that I don't like.

Review Source

ME

Myles E.  
DevOps Engineer  
Aviation & Aerospace  
Used the software for: Less than 6 months

### "Using Malcolm! for forms management of my Football Club "

June 10, 2024

5.0

Pros

It offers an accessible workflow to the non-technical users, and has allowed club admin to quickly set up forms for player registration, membership renewals, and event sign-ups. The platform also supports extensive customisation, enabling us to tailor forms to fit our branding and different event requirements. Malcolm! has also centralised all the digital forms and data collection points under a single branded website, and has made it flow and look more professional. Another great point is the integration capabilities. Malcolm! integrates with a huge amount of third-party applications, ensuring easy data flow into the other tools the club uses. They've also offered API access, allowing for further integration and automation of data collection and processing when needed for the FA site, for example. This feature has been useful in reducing administrative burdens by automating routine tasks of score updates, scorers, assists, teamsheets etc.

Cons

Not a lot - you can do so much with it sometimes it can take a while to understand all the possibilities

Review Source

Benjamin C.  
Graphic Designer  
Environmental Services  
Used the software for: Less than 6 months

### "Incredibly useful and efficient"

May 18, 2020

5.0

As you can imagine with the rating I gave to Malcom. I am very happy to have discovered this tool. I first had views on the BetterDoc software, then when I discovered Malcom and its design, I was immediately won over. To be honest, I love the design and colors pre-selected in the presentation FAQ so much that I really can't wait to finish creating my FAQs to test them myself and also find out what my users think. There is so much to say about Malcom that I cannot include them all in this short description, I sincerely think that it would be a shame not to try it for yourself in order to get your own idea because we are all different and don't have the same expectations. For my part, I am a satisfied client, so why not you? Malcom! fulfills its role perfectly by highlighting your FAQs and with its sleek design that you can customize according to your tastes. It's a safe bet that your users / customers will also like it.

Pros

Malcom! allowed me to create my own FAQ page in minutes. This tool is very ergonomic, it's very simple to add a logo and the icons of our choice, in other words, our Malcom page is fully customizable. The team behind Malcom is very friendly and efficient, I didn't wait long before having my questions answered. With Malcom, what I like above all is that it's possible to have indicators concerning the effectiveness of our FAQs and to modify them accordingly. In addition, the tool doesn't stop evolving so I am impatient to see how it will evolve, I also have several suggestions for improvement!

Cons

I don't have much to reproach to Malcom! except the color selection tool which is, for my taste, not very practical, even if it remains simple to use nevertheless.

Reason for choosing Malcolm!

I have been looking for an alternative to BetterDoc software to create a FAQ for my personal website for a long time and I must say that I was very impressed by Malcome When I discovered Malcom, I was very pleasantly surprised by its design and its customization. The tool is very easy to use and can be integrated into several services via Zapier.

Review Source

James L.  
CEO  
Food & Beverages  
Used the software for: Less than 6 months

### "A fantastic tool for organising your FAQs and Help Centre Articles with bonus Forms (Workflows)"

June 6, 2020

5.0

The owners and support are extremely responsive to support requests and open to ideas for their roadmap. I like this in a software partner as you can sense that they care about the user experience of their clients and are open to their suggestions to make the software richer.

Pros

I love the clean UI/UX for administrators. There has been a lot of thought put into the design of the admin portal. I use Malcolm! principally for the FAQ page and we are extremely happy with it. They have a very nice website widget that slides out when the visitor has a question. There are strong editing and publishing tools. As well as a lot of nice extras (invisible tags to promote certain FAQs for keywords you don't want to show; version control of answers; set publish date in advance etc.). The ability to brand the platform to our requirements is very good overall but there are some small areas for improvement.

Cons

Some features I would like to see: \* Better linkages between the FAQ tool and the Workflow tool. For example I cannot embed a Malcolm! form on an FAQ page, that should be available. \* The FAQ page could have more template options to make it look more attractive and easier to navigate for the visitor (e.g. take inspiration from Intercom, Help Scout etc.) for other layouts. \* Please call Workflows "Forms" :-) that is more accurate as all the workflows are based on forms and people know what a form builder is. \* Would be nice to have the Workflows/Form builder that flows like a Typeform or Paperform form, in the sense that users are able to click through questions/pages in a more interactive way. \* Branding on the widget needs to match the branding on the FAQ page. \* Ability to brand the emails when people send a page to themselves is essential (currently turned this off as they are branded as Malcolm!). \* Would like to see more intuitive/better ways for visitors to browse our FAQs by top level categories rather than needing to search. \* Should be possible to link between FAQ pages with a page ID rather than the URL (in case the URL changes). It would be nice to be able to pick the FAQ page you want to link (from a simple browse/select tool) rather than needing to find the FAQ in a separate tab, copy the URL, paste it into the new FAQ you are linking from.

Review Source

Ross S.  
Owner/Partner  
Information Technology and Services  
Used the software for: 6-12 months

### "One Stop Support Shop"

October 6, 2020

5.0

If webhooks passed the actual form information, it would be a nearly perfect solution.

Pros

For the creation of a support portal apart from any other support solution, it provides great mechanisms for creating support FAQs, customer service forms and workflows and customer knowledge bases; malcolm is as easy to use as creating a blog posting. And you can embed FAQs as popups on your site, creating a much better interactive experience for your customers.

Cons

Web hooks integrations are really severely lacking, passing only that it completed a form and no other information. As it is you get an email notification that a form completed, and the associated data (not too useful); or you use the notification to download a CSV directly from the site. It seems to me to be far more useful to provide the data in the webhook, then \*I\* can write it to a CSV, eliminating Malcolm! from having to write a crap ton of integrations.

Review Source

Response from Acknowledgement

November 26, 2021

Hello - just to let you know you can now get full data via Webhooks :-) More info here: https://support.malcolm.support/faqs/webhooks

pM

paul M.  
director  
Hospitality  
Used the software for: 6-12 months

### "Great knowledge management portal"

November 4, 2021

5.0

Pros

It is pretty intuitive and I can make it look professional.

Cons

it is not entirely straightforward to link to a blog but with the help of the Malcolm support team we have now done this.

Review Source

TC

Tom C.  
Associate Partner  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Awesome bit of kit!"

July 17, 2019

5.0

Great team, great support offered around the product and would thoroughly for any business looking to take their customer experience to the next stage.

Pros

Good value, easy to use, transformed our way of business and how we interact with customers!

Cons

Honestly nothing at this stage. So far it has been a joy to use.

Review Source

SR

Sheryl R.  
Marketing Manager  
Financial Services  
Used the software for: 2+ years

### "Great product & team"

June 10, 2024

5.0

Pros

Easy to use and they are continually developing new features. The team is very helpful and friendly - always happy to answer any questions and go above and beyond with customer support.

Cons

I'd like to see a little more flexibility with FAQ design & layout

Review Source

Andrew R.  
Trustee  
Non-Profit Organization Management  
Used the software for: 6-12 months

### "Great solution to help create clear and workable pathways "

October 26, 2021

5.0

Pros

Simple to use and integrations were perfect

Cons

Nothing really - as all software it took a little time to understand how it works but it didn’t take long

Review Source

VR

Verified Reviewer  
Digital Strategist  
Design  
Used the software for: 6-12 months

### "WOW"

December 31, 2020

5.0

Pros

Malcolm is an incredibly quick, easy and intuitive way to create a knowledgebase for a company of any kind. I highly recommend it.

Cons

Literally love everything about Malcolm, not sure I can list anything that I don't like.

Alternatives considered

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[HelpSpace](https://www.capterra.com/p/204466/HelpSpace/)

Review Source

ER

Elliot R.  
Project manager  
Information Technology and Services  
Used the software for: 6-12 months

### "Malcolm is a user intuitive and powerful platform"

July 15, 2019

5.0

I have a really positive experience of Malcolm, it makes building out workflows incredibly easy, literally anyone could do it, and the helpful tips of the system make it easy to understand. It feels like it’s been user tested and tweaked as appropriate.

Pros

Malcolm is a great tool packed with useful features. Some of our favourite features: - The ability to manage feedback through Malcolm for our clients across multiple sources and have it all in one place - Real-time analytics quickly and clearly shows the value of using Malcolm as a platform to service the needs of your brand - Setup speed. With Malcolm, you can setup just about all features quickly - it’s very intuitive experience for authors - All of the integrations Malcolm have added makes life a whole lot more automated - I.e. anyone signing up to a newsletter or filling out a form, there is an integration that will throw each request into the correct workflow to make sure it gets in front of the right person - Love the theming, it’s soo easy to setup a theme for your external features to match your brand and ensure a cohesion for your users, plus the interface is really clean and vibrant... although you can tone it down if you want - User management is easy, the way it should be

Cons

It’s all great, I don’t have any negative feedback per say. But, feature request...! I’d love to have more features around general content publishing. The system is incredibly easy to use, it would be even more powerful if you could add in general content/article pages and have real-time analytics associated with them, making it easy to see the journey of users against goals set by us.

Review Source

jM

jay M.  
Project Manager  
Health, Wellness and Fitness  
Used the software for: 6-12 months

### "Easy to use for quick builds for forms"

July 17, 2019

5.0

We needed to put up assessment forms for our employees - giving us greater access to appraisals etc. We were using an open source alternative but it was buggy and really confusing. Our full management team could understand how Malcolm would work - so it was an easy 'sell' to our team. We're still building with it now - adding in other things like the FAQs. It's been about 6 months and I don't see us switching.

Pros

It's easy and quick to build forms with. We also used it for FAQs and that was a lot faster than building from scratch. The whole process made sense - v logical. It also integrates with other software/services we use (e.g. jira, zendesk, slack) so that was a plus.

Cons

It took me a minute to get my mind around it but that's the case with most things. As I came to understand it, it was quick and logically put together.

Review Source

TR

Tasha R.  
Digital Marketing Specialist  
Marketing and Advertising  
Used the software for: 1-2 years

### "Awesom Knowledge Base Platform For Your Team"

August 4, 2022

5.0

It my best easy to use FAQ, Knowledge Base, Form Automation and Information gathering tool.

Pros

Lovely and clean layout landing page which is easy to customised to match your brand. Also, they provide the option for readers to rate the answers or email it to someone which is excellent. In addition the platform allow you to collect and automate information by using forms. Another great feature is that you can embed the FAQ on your website

Cons

It's a bit confusing to set up at first but once you get the hang of it you will be ok.

Review Source

VR

Verified Reviewer  
CEO  
Retail  
Used the software for: 6-12 months

### "Malcolm Helps us Do Better"

October 6, 2020

5.0

Malcolm is absolutely great, it's way batter than what the competition is doing out there. They provide excellent support, an excellent UI and it just works.

Pros

Malcolm's easy to use interface and setup guidance makes it easy for us to implement knowledge panels and workflows than doing it on our own.

Cons

It's a bit overbearing at times, and can be confusing to navigate.

Review Source

FM

Fred M.  
Head of Customer Success  
Financial Services  
Used the software for: 1-2 years

### "Simple self-service tool that works well"

November 19, 2021

5.0

I've been really pleased with how \[ SENSITIVE CONTENT\] has helped us push information to our customers for self-service and track the use and effectiveness of different pieces of content.

Pros

The software is intuitive as well as easy to learn and use. The features and functions are useful and the product is supported well with regular updates and improvements.

Cons

The search tagging is fairly limited and I find myself creating long lists of tags to try to make sure that different terms are catered for.

Review Source

SB

Stephanie B.  
Marketing Director  
Financial Services  
Used the software for: 6-12 months

### "Fantastic customer help centre and digital knowledge base"

February 18, 2021

5.0

Malcolm! is very easy to use and implement. It's so clever and a great off-the-shelf solution for FAQs and Customer Support Centre. It's also very affordable for SMEs and scale-up businesses like ours. We wanted a solution that would empower our customers to self serve as well as free up time for our Client Support team to focus on more complex customer queries and the tool has done just that! The tech is first class, the UX is excellent and the team at Malcolm! is very knowledgeable and always happy to offer support and advice.

Pros

Very easy to use. It takes no time to implement and as a client you get five-star customer support.

Cons

We've been using the tool for just over 6 months and honestly haven't had any major issues with the product.

Review Source

MR

Morag R.  
Digital consultant  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Excellent knowledge management tool"

October 26, 2021

5.0

We have used Malcolm! to create a community website that provides key information to residents and businesses. It allows users to access knowledge in an intuitive and straightforward way, facilitating self service. The finished site looks great.

Pros

Extremely simple and functional content interface makes entering and managing content quick and straightforward. Search function is very effective so that users can access the most relevant information quickly. Building forms is quick and effective. It is also very easy to integrate with other web software.

Cons

I haven't found any issues yet with in using the software.

Review Source

Gillian H.  
Web Content & Optimisation  
Insurance  
Used the software for: Less than 6 months

### "Excellent out of the box FAQ solution, highly cost effective"

December 2, 2019

5.0

A genuinely great customer experience - the team at Malcolm have been highly accommodating of our requests and have been very responsive in addressing any queries.

Pros

Easy implementation, highly cost effective, great customer support, SEO features out of the box

Cons

The out of the box reports are a bit lite however they do what we need them to do and there is a GA integration included. They are constantly updating the feature set (I've seen a number of new features in the short time we have been a customer) so I'm sure we'll see more reports in the UI before long.

Reason for choosing Malcolm!

I came across Malcolm at the 11th hour when researching FAQ suppliers. They were the only supplier I found that met all of our requirements out of the box, the biggie for us was having the FAQs indexed in Google. All that and at a highly competitive price.

Review Source

WN

Weber N.  
UK General Manager  
Hospitality  
Used the software for: 6-12 months

### "Incredible value for money and very powerful"

July 15, 2019

5.0

Malcolm! has let us build a new online proposition and attract and service those new customers.

Pros

Within a few hours we were able to create a whole new business proposition - this would usually have taken us months and cost us a lot of money in external web development but we were able to do everything we wanted within Malcolm!

Cons

There is quite a bit to take in at first but once you get the hang of it all is great. Support team are very helpful.

Review Source

VR

Verified Reviewer  
Founder, Clinical Psychologist  
Health, Wellness and Fitness  
Used the software for: Less than 6 months

### "Easy to set up with beautiful results"

October 13, 2020

5.0

Malcolm! offers a centralised, easy to use, amazing looking platform for FAQs and workflows. Beautiful UI/UX. The team has a strong vision and has a clear idea of where they'd like to go with their product.

Pros

Malcolm! helps non-tech people like me produce beautiful sites with ease. It takes a little bit of time to set up and the result is professional with my brand colours. It brings me excitement whenever I press preview/publish. Cons: - Excellent and responsive support. Very patient with my long emails and took the time to respond to every question. - Conversational type forms - Custom domains - Webhooks - Progress bars - Email responses - Password protection +much more

Cons

I love that I can change the language on the user end. Wish each instance could show different languages with a switch of a button by the user or automatically change languages based on user's location. It would allow FAQ or workflows to be shared easily. Would also be good if the Malcolm! could send out information about its new features and updates so we know they're out.

Review Source

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