Dovetail HR Pros and Cons

I think that the Dovetail Support team is one of the best features of Dovetail - we wouldn't have a successful platform without them. They are always exteremly quick with their responses to issues, always find a solution and go out of there way to teach you how to resolve the issues on your own in the future. Special shout out to Blake for being an amazing support for me and my team. Review collected by and hosted on G2.com.

I dislike some aspects of the system that can be clunky/not too user-friendly at times BUT I appreciate that there is always a solution to a request, never just a "no, we can't do that."

One example that really drives me crazy is soltuion formatting in admin view vs employee view. Whenever I format a solution in the admin view, it almost always looks CRAZY in the employee view and I have to do alot of little tweaks (with admin view and employee view open) to get the images, spacing and text to look normal. Review collected by and hosted on G2.com.

The application is cloud-based, easy to use, configure, and provides excellent customer support. It has pre-built reports that are easy to modify based on our needs using its reporting tool, and a lot of training/learning material is made available for beginners. Review collected by and hosted on G2.com.

N/A, so far have nothing that we dislike. Review collected by and hosted on G2.com.

they know their stuff, I also like their enthusiasm to get a solution Review collected by and hosted on G2.com.

nothing to dislike, so cannot really say anything Review collected by and hosted on G2.com.

Software is very well designed to handle the inflowing employee queries in a very organized manner, and closing the ticketing part is also very user-friendly. Review collected by and hosted on G2.com.

The insight feature is not very simple. Relatively it's very comprehensive, and for simple data, we had to pull the entire report and had to sort what is relevant for each stakeholder. Review collected by and hosted on G2.com.

I like that Dovetail keeps track of the full conversation within a case/ticket. We now reference case types when doing transactions in our HCM System (Workday) and it's so nice to be able to go back to an old case and understand exactly what happened. Review collected by and hosted on G2.com.

I dislike the reporting tool in Dovetail. I am a reporting analyst for HR and I report all day in Workday. When it comes to Dovetail reporting, it is not as intuitive. I think it has a ton of potential, I just wish there was more training on it (and maybe there is and I just don't know about it). Review collected by and hosted on G2.com.

The good part of this tool is it's handy to efficiently manage inbound employee inquires, which helps us to handle them efficiently. Review collected by and hosted on G2.com.

Repetitive quires or common quires can have a chatbot which would help the HR not to take up repetitive queries. Review collected by and hosted on G2.com.

Its interface is quite easy for me to use at all times, the ease with which I can create and edit the medical records of my patients is something very practical when going through my consultations in my office, in fact, this has allowed to carry out the control of my patients in a much more organized way, in terms of performance it is quite fast and efficient, and in fact, another thing that I like a lot about this application is that it works perfectly on any type of device. It has been quite practical to make my queries virtually. Review collected by and hosted on G2.com.

It does not have any control mechanism or option to generate reports which if I find it something quite disappointing, especially because these metrics would help me and support me to carry out the morbidity of my patients in a much safer, more practical and efficient. Review collected by and hosted on G2.com.

The data you can gather and use to help determine where resources are needed or gaps in knowledge are in the workforce. Also the workflows you can create within system. It helps our growing company that is sprawled across multiple locations work seamlessly to the employees. During COVID-19 when HR staff went remote Dovetail became utilized much heavier and even became a main tool of the unfortunate reduction in force process we had. it helped get those impacted employees their answers quick and documented.

The support when I have to reach out is also typically great. This is a huge plus as I manage multiple systems and when the support is not helpful it makes things much harder. Review collected by and hosted on G2.com.

Building reports I find a bit tricky still to get exactly what I am looking for. It takes quite a bit of time of trial and error and even then I normally have to still reach out to support for assistance.

I wish there was a way to only receive email notifications for particular queues you are a part of instead of every queue you are a part of. Or a way to only receive notifications when you are assigned or attached to a case. With how some of our workflows and teams utilize Dovetail this type of feature would be useful. Review collected by and hosted on G2.com.

+ The overall level of support

Through the Dovetail self-service Portal I am able to raise a case at any time, whether I just have a question about system configuration or whether there is an issue that is affecting system availability or usability. The team are always quick to respond and to help me to reach a resolution. I also really appreciate how easy it is to set-up a call with the support team if a matter needs urgent resolution, or more detailed conversation to arrive at a fix.

+ The constant evolution and development of the platform

Over the past couple of years, we have seen a string of new features being introduced that make a huge difference to the experience of our Agents and our Employees. I love how there is a road-map which lays out future developments and upcoming features, but above all, that the suggestions we put forward to Dovetail are listened to and acted upon.

+ The Dovetail Team is full of genuinely nice people

I enjoy working with Dovetail, whether I am speaking to Kane (COO), Dwane (VP Customer Experience) or Blake (Global Support Lead), I've always had a consistently great experience. I appreciate the prompt responses, the recommendations and suggestions, and the help with finding solutions to the complicated questions that I ask! Thank you! Review collected by and hosted on G2.com.

- There are some limitations to customisation

As would be expected with any system, there are some situations where you come up against a hard stop. Whilst these haven't been all too common, there are situations I've found where there are goals or outcomes that I can't achieve with the system. These may not be features that other Companies need, so it might be more due to the complexities of how our own organisation is set up, or down to us using the systems in ways that it isn't meant to be. However, that isn't to say that these features aren't being worked on for future releases!

- Reporting can be quite difficult at times

With a large employee footprint we receive thousands of interactions every day, so it's important that we're able to see key metrics and data linked to our performance and throughput. The reporting suite is extensive and contains a lot of very useful pre-built reports. But I have found that sometimes the deeper you need to dig, or the more specific the question is, the harder it can be to get to the answer. With the right tutoring and support, it is achievable, but has quite a steep learning curve. Review collected by and hosted on G2.com.