Document360 Reviews & Product Details - Page 14

The team and I searched for the right knowledge base platform solution for many weeks. After we tested Document360 and met with their support team, we knew we had found the one for us--one where you do not have to be a developer to use the product. Some things I love about Document360:

- Comprehensive analytic reports from the number of article views to article ratings and user feedback.

- Easy to create, edit, and publish articles.

- Intuitive UI.

- Flexible and customizable landing page. Doc360 is also equipped with many templates so you don't have to start from scratch.

- Glossary makes it easy for readers to understand new concepts. This eliminates the need to reintroduce a concept across multiple articles.

- I've received feedback from readers that searching for articles and finding information is easy.

- Easy to tag articles for better visibility. Review collected by and hosted on G2.com.

- I've come across nuance cases like the numbers resetting between screenshots; however, I've found quick fixes such as going into the code to manually fix the numbers or just using Shift+Enter to continue the numbering. These quick fixes have become second nature, and I'm grateful that there are solutions.

- When I leave an article, sometimes I'll come back and the spacing is different. (I.e. extra spaces between paragraphs, removed spaces between words.) I'd like to note that this bug is inconsistent.

- Whenever I run into a bug, I email the support team and receive an immediate response (within an hour). Most of the time, the solution is in that response. If the answer isn't that simple, the support team is quick to schedule a meeting to resolve it. Review collected by and hosted on G2.com.

Document360 is so easy to use and has incredibly robust functionalities that make it easy to set up a knowledge base, import and configure articles, track usage statistics and best practices, and search for information across the entire body of articles. Prior to Document360, my company used two other knowledge base platforms, and we had so many pain points with those platforms. Article updates were tedious and time consuming, which caused publication delays and wasted time on the part of the technical writers. Document360 eliminated almost all of the pain points and enabled us to provide options to customers that we couldn't even envision with our previous providers, such as article categories and nesting, automatically created clickable table of contents of multiple header levels, embedded PDFs, and password protection at the article level.

The article import process from Word is easy and doesn't require much cleanup. The robust search functionality was an absolute game changer because it allows us to quickly identify articles that require updating based on their mention of a particular term or phrase. It also allows our customers to find information on our product's functionalities by simply entering a word or phrase on our main page. We really appreciate that the search functionality is comprehensive -- as in, if you enter a word, it will return every single article that mentions that word, regardless of where in the article the word appears.

The customer support at Document360 is also excellent. Whenever we find a bug or area of concern, the support team is highly responsive and works to quickly resolve the problem, regardless of how big or small it is. We also appreciate that Document360 is always developing and releasing new features -- and that these features are really useful and well envisioned. For example, Document360 just released a feature that allows you to globally find and replace a particular term or phrase, including the ability to view and approve or reject each instance of the term or phrase in each article in which it appears. This feature is useful for when our product changes its terminology, but the changes are applicable only to some parts of our article body.

We spent years searching for a knowledge base platform that would enable us to spend more time writing and updating and less time wrestling with the platform, and Document360 definitely is it -- and it is very reasonably priced as well! It also has a free trial period that was very useful for helping us to understand its functionalities and decide to purchase. Review collected by and hosted on G2.com.

We have encountered only two pain points with Document360. The first was that the Document360 staff was supposed to help us migrate articles as part of our plan, but after we signed the contract and began the logistics of the migration, we found out that there were limits on the amount that they would migrate that were not properly communicated to us during the pre-sales phase. We ended up doing the migration ourselves because the Document360 team was not able to start the portion that they agreed to complete prior to the expiration of our contract with our previous knowledge base vendor.

The other pain point is that article import from Word is not entirely seamless. We still have some cleanup to do after import, such as formatting of lists. Overall, however, the amount of cleanup we have to do is mild, especially compared with the amount of cleanup we had to do with our previous two platforms. Review collected by and hosted on G2.com.

The best part of using Document360 is the customer service and experience. Not only are employees available to answer questions or address issues, but they also go out of their way to demo new features and check in on customers to make sure everything is running smoothly. We use the platform to organize resources for a community of ecologists online and have heard from our users that they like how simple and easy to use the platform is. It has also been really seamless for us to manage and upload new resources. Review collected by and hosted on G2.com.

One downside is this is a slightly newer platform that is still evolving. However, for us, this has been a positive as it means we get trained on new tools and features and can even request specific needs that the development team will help to meet. Review collected by and hosted on G2.com.

I began with Trail and used their products. I continue to upload all of my WIP reports and any updates that need to be communicated with my team utilizing Document 360. I also value your excellent customer service whenever I need it. Keep up the great work, and please know that everyone in my professional network has my highest recommendation. Review collected by and hosted on G2.com.

Document360 is a product that precisely satisfies our needs. Thus far, we have not found anything to be objectionable. Review collected by and hosted on G2.com.

Simple markdown editing, great content management functionality, nice editing and publishing work flows. Review collected by and hosted on G2.com.

The SEO tag generator is not that useful. It's not the cheapest product, although having used cheaper ones like Freshdesk, Zoho etc. I can say this is hand down more functional. Review collected by and hosted on G2.com.

Possibility of uploading pre-created materials to our knowledge base. The features are also extremely beneficial for personalizing our knowledge base. I particularly appreciate the emails from Document360 that announce new features and the quarterly meetings when we discuss any problems and see the newest features. Review collected by and hosted on G2.com.

As of the time of this assessment, the program appears to have no drawbacks. Review collected by and hosted on G2.com.

Document360 helps me not only manage our documentation but also maintain its structure and integrity. My favorite feature is Content Reuse. Review collected by and hosted on G2.com.

A couple of things I dislike are the inability to insert multiple images into an article at one time and the lack of a search feature in Content Reuse. Review collected by and hosted on G2.com.

The user-friendly design of Document360 is what we appreciate most about it; it makes us feel really at ease.

Additionally, various members of the documentation team, technical team, and commercial partners need access to our internal knowledge base. Our various team members with different responsibilities have been able to access different parts of our internal knowledge base thanks to the simple configuration of the access privileges using Document360.

We heavily rely on Document360 Analytics capabilities to be customer-centric; as a consequence, we gain information into what consumers look for, which articles are popular, and how geographically dispersed clients are. Review collected by and hosted on G2.com.

Sometimes there are errors and problems with Document360. These problems are, however, dealt with and resolved as soon as possible by knowledgeable support personnel. Furthermore, we believe that the product pricing might be lower and more cost-effective. Review collected by and hosted on G2.com.

The product is very flexible, allowing for unique customization in how the site is displayed and how it functions. The flexibility extends to the backend functions, like how user accounts are managed and how permissions are applied. Review collected by and hosted on G2.com.

I don't have any specific dislikes of the product. However, it is worth understanding that this is a newer product to market. I believe the product has been around since 2017, and as a result, there are some areas where the product has been still finding its footing. The development has been excellent, and regular release notes show clear progress, but the shorter development life of the product can be seen as a weakness when comparing against more mature products. Review collected by and hosted on G2.com.

Document360 is an exceptional knowledge base software that streamlines our documentation processes, empowers collaboration and enhances our efficiency in training our consultants. Review collected by and hosted on G2.com.

Ideally we'd have a ChatGPT integration to better search the KB and it's on the upper end of the pricing spectrum Review collected by and hosted on G2.com.