Malcolm!

Vorteile

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

Nachteile

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

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Malcolm!

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

The full page ember doesn’t provide much flexibility.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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

Nachteile

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.

Vorteile

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

Nachteile

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

Vorteile

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!

Nachteile

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.

Vorteile

Design is attractive (Specially if like to play with the colours of our choice).

Customisation (Enough for me and I like it).

SUPPORT team (very responsive).

Many possible use cases - Malcolm can have different type of uses and if you are creative, you can do wonders with it.

It comes as your assistance in information and support department. But I'm using it as a full fledged Questions and Answer Knowledge. Plus their suggest Algorithm helps best to achieve.

Last but not to forget, you can they have inbuilt elements (like featured boxes) to help you promote your products of services right in knowledge base.

Nachteile

I didn't find any.

Prices for higher plans can be a Con. My Suggestion, they can increase the FAQ and Workflows limit in their lower plans. This will make Malcolm a charm. 🌟

Vorteile

I wanted to create an extensive FAQs section for my clients about what to expect while travelling to Uttarakhand. Malcolm was picked up by me and I am very happy with the overall performance, easy of use and extensive Set of features of the APP.

Nachteile

Setting up FAQs can be intimidating at first. The on boarding process can be made easier. Also Setting up your theme for your instance is also chunky in my opinion.

Vorteile

Ease of use - simple set up and logical yet comprehensive process for publishing. And quick support replies.

Nachteile

There were maybe a few too many steps that were unnecessary when publishing a standard Q & A post. And also it would be great to be able to clone an instance into another site when you have something that is e.g. a good template.

Vorteile

Malcolm! Has provided me with several great tools to both collect information from my website visitors, and to quickly offer them relevant information. The form builder works great and the knowledge base is extremely user-friendly. I haven't gotten too deep into building workflows, but I'm excited to give that feature a try.

Nachteile

I don't have any negative features to mention at the time. I was initially a bit confused as to how some of the features worked in unison with each other, but it didn't take long to figure out.

Vorteile

- Ease of use both from customer and end user side
- Ease of integration into other platforms and products
- Well designed UX makes creating work flow simple
- Knowledge, expertise and support of the team
- Very reasonable price considering the capabilities of the product

Nachteile

- Not enough real world case studies yet (as the product is still young)

Vorteile

Malcolm works out the box and can be configured to suit your brand in under 5 minutes.

Nachteile

Would love a few more templates, the initial selection (while sufficient) could be improved with more options. It would help to match Malcolm! up with our current branding/website layout.

Vorteile

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

Nachteile

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