I've been using helpful for about 2 years now, during which time we have used it in various capacities including customer service/support as well as marketing (creating content). It's easy enough that our support staff can share their knowledge with each other without needing training or additional tools from Helpful! The only thing is sometimes you get stuck waiting around when trying out new features - but this isn't always an issue since they are constantly updating things so there will be something better soon anyway :) We use help able primarily for creating custom landing pages; however once those go live then customers know exactly who helped them create said page through social media posts etc.