Paligo, headquartered in Stockholm, offers their component content management system (CCMS), supporting the creation and publishing of technical documentation and help systems.
$4,800
per year
ProProfs Knowledge Base
Score 10.0 out of 10
N/A
ProProfs Knowledge Base is a help authoring tool for creating help documents or web pages, online FAQs, or other knowledge bases.
Paligo is particularly well suited for developing similar document sets for multiple products or product lines. It is not a page layout application, so don't expect the same capabilities as popular applications for graphics-heavy documentation. With some up-front time developing good layouts, however, Paligo does manage to create very usable PDF output for customer-facing documents.
The review mode is super convenient. Comparing a snapshot of the previous versions with the current one clearly outlines the respective changes and reduces the necessary content to review tremendously.
The option to reuse text fragments is another handy feature. Text fragments will be updated whenever the original text fragment is altered is also extremely helpful.
Managing a content's structure was never easier. An intuitive drag & drop functionality allows you to design your document's structure however you like.
You can also fork content, in addition to reuse text fragments. This is another helpful option that no longer requires you to create repetetive chapters over and over.
It helps in creating an internal knowledge base that employees from different teams can access to find and share information.
Creating a customer support knowledge base is quite simple with this software. The customization and branding options it has have helped in giving the knowledge base a professional and appealing look.
Its conditional content feature allows setting specific conditions that control content visibility. This helps in restricting or allowing access to a page.
The amount of CSS/JS required to customize a site's appearance can be cumbersome
Product documentation can be lacking, specifically with integrations; in some cases, support offered no real help when trying to solve a problem with an integrated service
Some features require extensive development experience to use, which can sometimes be an obstacle to less-experienced team members
The product is good as it is. We don’t feel that any significant changes are needed. But, yes, we would definitely love to see a more advanced version of the product soon.
Generally, I'm very happy with Paligo and the productivity gains that I get from using it. There are a few arbitrary limitations on structure, and when applying conditional formatting, that I don't really understand. Unlinking / editing reused text uses this broadly inscrutible colour-coding that I just hate. It would be nice to double-click a component, make edits, then respond to a popup asking if I want to confirm the edit for all linked content, or unlink this instance. Likewise converting from an informal topic insertion to duplicates of its raw contents.
Using this tool is a no-brainer, as we said before. Its features are simple yet powerful. Besides, the product’s self-help documentation is also great. It has got some great videos on specific features and use cases. Those were of real help in the initial few days.
So far, support has been excellent. They reply very quickly and give in-depth replies. Solutions advisors and account managers have also been very responsive and clearly focused on creating the best experience for implementation. And that's only when the answers can't be found in excellent product documentation. The online training class and tutorials are also very good.
Whenever we had any issues while using the product or understanding a feature, its support team was always available. They helped us get familiar with the product and make the most of it in the initial few days itself. Its support team was literally a phone call or a message away. Very supportive and available 24x7.
Paligo gives you the benefits of a fully integrated XML content database, making the whole package much easier to setup and use than a system using Oxygen. It's much easier to set up and far less expensive than Adobe's XML offerings. The cost is comparable to MadCap, but all our content was already in Docbook, so the transition to Paligo was nearly seamless.
We found ProProfs Knowledge Base more user-friendly and well-designed than the other similar tools we tried in the past. It also offers better integrations with software like Google Analytics, Zendesk, Google Translate, Freshdesk, Wufoo, and many others. That’s what gave this tool an edge over others. We can integrate it with any tool we want and expand its capabilities to gain better results.
Positive - has allowed us to create templates for integration documentation. this has greatly sped up our process for creating articles for each of our integrations, which we haven't had up to this point.
Positive - has created greater alignment between the self-service content team and the marketing team.
Positive - has introduced a review and feedback workflow for our content creation that was not available in ZenDesk. The feedback directly in the app allows me to pinpoint comments about text and other elements so my writers can address them directly and become better writers in the long term.
Negative - long ramp up time due to a completely different approach to creating content. My team was training in early August and we have not yet published our new help center (though, to be fair, it is a lot of content that had to be completely rewritten)
Positive - any UI updates only require updating a single image, which has saved us dozens of hours of updating already.
ProProfs Knowledge Base helped us achieve customer satisfaction and agent efficiency. No return can be bigger than this. Our customers are satisfied with the help center we have created, and our agents no longer have to spend time and effort in answering repetitive questions.
