I think this is a real winner for a number of reasons but the biggest one is that this puts the knowledge base right on the page you are on - which is where you need it. As an SEO guy, I love that it's pretty much given you your own search along with the ability to capture all of the data behind it. This will allow you to write content that your customers are actually using vs just guessing what they want. I'd love to use this somehow on our blog to do that. Wouldn't that be something special? :-)

There are a few things I would like to tweak:

More importer options. We had to import our HelpScout knowledge base by hand - which wasn't fun. The good thing is that we built the pages to just copy the html and drop it wherever since we knew something like this would happen one day. We hosted our own images on AWS so it was really just going into each page and grabbing the code. Still, not fun. I had to pull a half taco for this considering there are only a couple of supported knowledge bases that this process is allegedly painless with.

The content editor needs work. You've gotta do a lot of coding by hand for the most part:

— The system tends to take some license with formatting. I've noticed that it sometimes just takes it upon itself to add an extra space after links. That was irksome. Also, you had better check every single link in the article whenever you edit it as those links could just go away. This is clearly a bug and I am sure it will be fixed.

— We also would love it if there was an option to put large images that were scaled down to fit in the article in a light-box when clicked as opposed to opening them up in a new page where our AWS URL is visible.

— There could be a number of other options to put in the editor like anchor links and embed video links. You get the idea.

Lastly, and this is HUGE, they NEED to make it so that you can manually adjust the meta information on each of these articles. Doing a spider of the custom domain to make sure there were no remaining links to the old knowledge base, I found that ALL of the titles were exactly the same - and the descriptions were either the first few lines of the support article (not optimal) or completely empty (awful).

Since they tout the value of the product's SEO and gives that as a reason why you cannot change the domain once chosen (SMH), I would think that a product so valuable to SEO would have the most basic of mechanisms in place. When I wrote support I got an answer to the effect of "that's completely normal and best practice". I couldn't even process this. I have to take a whole taco away for this, as much as it pains me to do so.

After all is said and done, I think it's a great product that has some kinks to work out. We'll keep an eye on it and hopefully they will make their adjustments. Nothing I mentioned up here are little things that nobody will care about so I hope the creators take this as what it is - me trying to give them the best feedback possible.