Engageware Reviews & Product Details

The use of the Engageware platform has given our credit union a great way to get our staff all on the same page when it comes to procedures. The seach function is superior and when we train new employess how to use it we refer to the resource (our is called CiCi) as 'the way to Google information for our credit union'. We've recently taken advantage of the newer AI function which will pick up details from our content and serve up a quick answer as well as showcasing the content it pulled the answer from. Our staff loves it, we have fewer calls to subject matter experts (increasing efficiency) and there's also a simple process to keep our content updated. Review collected by and hosted on G2.com.

It's hard to say what we dislike about Engageware's employee knowledge base as we are superfans of the platform. One word of caution may be to ensure that your senior leadership team helps to encourage, support and enforce the use of the knowledge base as the final word on procedures across the organization. Adoption can suffer if every department isn't on board. Review collected by and hosted on G2.com.

We implemented the employee knowledge management solution almost two years ago. The best part about Engageware is the partnership. The team is extremely responsive and are always open to feedback, which they routinely implement. The technology itself meets our needs. We enjoy the feedback loop employees have to submit feedback as well as the automated content review reminders which hold us accountable for keeping content up to date. Every department at our organization raves about the benefits of having easily searchable answers available at their fingertips. The knowledge base has helped with employee engagement/satisfaction and helps them serve our members more quickly and consistently. Lastly, the content team was a game changer for us. They were able to convert hundreds of procedures from documents to digital articles in just a few weeks--and the fact that they're available anytime we need more time back in our day is an incredible benefit. Engageware is more than a technology vendor--they are partners in our organization's success. We are grateful for the relationships we have built with tye Engageware team. Their commitment to customer service and innovation are second to none. Review collected by and hosted on G2.com.

There isn't a way to limit content access based on the intended audience. Content can only be restricted by content categories based on content ownership/accountability. It is also not possible to restrict access through the admin portal, so all content editors can see all content on the back end even if access is limited via search on the front end of the system. Review collected by and hosted on G2.com.

We use Engageware for our internal and external content management, intranet, AI content search, member support, and Chatbot. We have had great success with the product, as it has been easy to maintain after implementation. When we run into issues, we have a great relationship with our support team, which has helped us solve everything we throw at them. The product has seen quite a few upgrades this year alone, and we are excited to see what is coming. Review collected by and hosted on G2.com.

I wish they had a Salesforce Connector. We are integrating across the organization, and it would be great to use this knowledge base to ease content management inside Salesforce. Review collected by and hosted on G2.com.

Knowledge Management solution allows our teams to have accurate and clear information to complete all areas of their job. There is an easy to use ticket/tracking solution for end users to submit improvement suggestions. This solution is daily used by over 65% of our organization.

Our vendor partnership is strong and Engageware's teams support us well! Review collected by and hosted on G2.com.

Advanced reporting capabilities are lacking. Review collected by and hosted on G2.com.

I like that all of our content lives in one place. The search capability allows staff to easily find what they need and provide feedback to improve thier experience. Managing content is simple which saves us time. I appreciate the partnership we have the Engageware team, they support us how and when we need it. Review collected by and hosted on G2.com.

I find the case management to be clunky. It is not always easy to identify what procedure a staff member wants updated or is referring to. Review collected by and hosted on G2.com.

When utilizing their Employee Knowledge Management product, I appreciate that content can be easily linked together and seemlessly updated across multiple resources. It is easy to see where else content is linked to know what contingencies exist across procedures and departments. They offer wonderful customer support. Review collected by and hosted on G2.com.

They are very responsive to feedback, but some requested updates are not brought to production as quickly as I'd like. (Some would say I'm impatient) Review collected by and hosted on G2.com.

platform integrates well with other technologies, allowing for personalized customer experiences while reducing operational complexities. Additionally, Engageware’s commitment to innovation, especially in sectors like banking, has been praised for helping organizations enhance customer satisfaction and streamline interactions.

This combination of ease of use, strong integration capabilities, and a focus on improving customer service makes Engageware a standout choice for many businesses Review collected by and hosted on G2.com.

for businesses that aren’t highly tech-savvy, the learning curve associated with fully leveraging Engageware’s advanced features, such as AI-driven customer engagement tools, can be steep . Review collected by and hosted on G2.com.

I love the AI powered virtual assistant as it helps to automate some repetitive tasks, this has saved me a lot of time. Review collected by and hosted on G2.com.

I am not yet conversant with the content system, and I find it difficult to generate content for my business using it. Review collected by and hosted on G2.com.

Through this platform, we can create great collaborations and improve the customer experience. In this way, we can maximize efficiency and create profitable work.

This tool helps us create secure relationships to drive performance and generate greater employee engagement. Review collected by and hosted on G2.com.

It is a great tool that I have used for a while, and I have not had any problem with time; we have made easy scheduling for every necessary appointment or meeting; this way, we can build significant ties with our clients and improve interactions. Review collected by and hosted on G2.com.

The monthly calendar view for scheduling appointments is user-friendly. Syncing with Google calendar to determine availability works seamlessly. Great price point. Review collected by and hosted on G2.com.

There is very little to dislike because this software just works the way it's supposed to. I do think the admin dashboard could use a fresh new GUI. Review collected by and hosted on G2.com.