Faq Management Software

One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support. Review collected by and hosted on G2.com.

Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes. Review collected by and hosted on G2.com.

Customer portal visual customizations could allow a little bit more :)

Would love to see way to integrate with Clockify to automatically track time on tickets - I know Zoho has this option, but we're using Clockify as our main time tracking system to track time over all projects, not only support. Still need to explore other Zoho products - perhaps there's a way to use one of Zoho tools to track time globally. Review collected by and hosted on G2.com.

First of all we recently signed few support contracts and need arised to have a support portal where we can communicate and work with our customers. The main goal was to give customers a way to share with us issues and create tickets. And from the customer perspective they needed to be able to track and audit all tickets and have a historical view on what has been done and what issues they had. Zoho Desk provides us all of that and fulfills all the requirements. We have a system to work with client, monitor SLA and more. Customers, on the other hand, have a full view on all tickets with its full history to have an audit trail and progress that has been made. Review collected by and hosted on G2.com.

Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform. Review collected by and hosted on G2.com.

Receiving, logging, tracking customer complaints, complaint documentation, complaint images, complaint specific and both sort term and long term complaint resolutions. Review collected by and hosted on G2.com.

Its a natural fact in SaaS, but some bugs are there that can be fixed with Review collected by and hosted on G2.com.

UserGuiding is solving the challenge of user adoption and onboarding by making it easy to create interactive guides, tooltips, and walkthroughs without relying on developers. This has been a huge benefit for us because it helps new users get up to speed quickly, reduces support requests, and ensures that key features don’t go unnoticed.

By improving our onboarding process, UserGuiding has directly contributed to higher engagement, better retention, and a smoother user experience—all of which are critical for growth. 🚀 Review collected by and hosted on G2.com.

In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Review collected by and hosted on G2.com.

We have managed to configure custom messages to be sent depending on the actions of the user. For example, we provide a helpful reminder with instructions on how to create an account if the user hasn’t done so in 48 hours. Therefore, we do not sit back and expect customers to contact us with questions; we actively encourage them to do so. In short, we used to rely on long and inefficient ticket resolution processes and emails. Chat, automation, support and user activity analytics are now in one place. Our entire support team was able to handle a large volume of requests thanks to this. Review collected by and hosted on G2.com.

we would appreciate expanded technical documentation to accommodate language support for our diverse team. Review collected by and hosted on G2.com.

It delves deep into our vast data repositories, encompassing various file formats, databases, and cloud-based storage. The ability to retrieve information from different sources under a unified platform has vastly improved our team's productivity and streamlined our workflows. Review collected by and hosted on G2.com.

We use our own CRM, which CommBox isn't integrated into. Review collected by and hosted on G2.com.

Lead generation

Lead qualification

Send outbound campaigns

We can manage multiple conversations at once.

We route calls from IVR to WhatsApp‏ Review collected by and hosted on G2.com.

Me and my colleagues have the impression that the UX is constantly changing, which makes it difficult to retain information and organise the creation of new projects. Although not extremely difficult to use, the interface is not exactly the most intuitive, meaning that for newcomers is hard to get a bearing of the main usages of the availables tools.

Integration with other platforms can be very glitchy (ie LinkedIn) and there's not a lot of flexibility dealing with deleted files. For instance, I've been stuck on a sequence for a few days, not being able to figure out how to properly enroll new contacts as that process changed slightly lately and it's become even less intuitive than before. Even with the help of customer support I still can make it work and I'm not able to find an option to purge the linked imports from the system in order to start from scratch as it was recommended. This has had a major imapct in our latest campaign and we do not currently have the time or manpower to focus on finding solutions. Considering the amount of money spent on the tool, it's a shame. Review collected by and hosted on G2.com.

At EcoMundo we use HubSpot as our main CSM tool and outbound marketing management.

Although very helpful, given that the staff who uses it on a daily basis is small in numbers, the difficulty in creating a cohesive experience hinders a lot of our projects.

Due to budget constraints, it's the only tool available for us to use in that scenario and the return on experience does not exactly match the costs of HubSpot. Review collected by and hosted on G2.com.

They can improve upon their reporting feature to make it more concise and user-friendly. Review collected by and hosted on G2.com.

With a small set of team, responding each and every enquiry in timely manner became difficult for us. Desku's AI-Chatbot helps us to create different set of responses for different set of general enquiries allowing our support team to handle more important enquiries to turn them into potential customers for us. Review collected by and hosted on G2.com.

I don't really have any dislikes. I would like to be able to download PDF/Word versions of what is in the Support Portal. If we need to share information from the Portal with other departments, we have to copy and paste the content into a Word document or temporarily give someone from that department access to the Glia Hub/Support Portal. Review collected by and hosted on G2.com.

We now have a juiced up chat tool for our members and staff to use. The ability to offer co-browsing, file sharing, and screen sharing has improved the support experience. We have recently integrated the GVA from our previous digital assistant vendor. The GVA will offer a better experience for members being handed over to a live agent. Review collected by and hosted on G2.com.

Did not find anything to dislike. If your needs are complex, make sure to work with the DC team. They are quite resourceful and their platform is quite flexible to address many different scenarios. Review collected by and hosted on G2.com.

We automated support for common issues. One of the major win was automating Returns Management. Review collected by and hosted on G2.com.

There is some differences in reporting when transitioning to this tool from other ticket based tools. I love the way Conversations are prioritized vs each ticket like other tools, but comparing between the too for historical comparisons can be tricky Review collected by and hosted on G2.com.

Gladly unifies communication channels, provides personalized support through AI-driven insights, and streamlines support workflows. This enables faster, more efficient customer interactions with reduced operational costs. The platform consolidates customer conversations, automates routine tasks, and ensures our team has comprehensive interaction histories. Review collected by and hosted on G2.com.

Suggests the inclusion of more advanced segmentation features. Review collected by and hosted on G2.com.

Simplifies managing and segmenting email lists. Review collected by and hosted on G2.com.

We'd love to use Gleen AI to improve conversion on our website. Gleen AI has been focused primarily on improving customer service, but improving conversion is a big deal as well. They're in the process of adding a lot of conversion features. Review collected by and hosted on G2.com.

Profitable scalability. Our revenue, customers, and customer service issues were growing exponentially. Gleen AI has enabled us to profitably scale. Review collected by and hosted on G2.com.

It took a long time to set things up from the beginning, but the system is powerful and needs some changes before it can be turned on and used to its full potential. It took more time than anticipated to tailor the workflows and reporting matching our company model. Review collected by and hosted on G2.com.

The way we handle sales and customers has improved a lot. Zendesk allowed us to create a Kanban board, which we used to delegate work, set due dates and monitor development. There was a huge change when all the information could be seen in one place. When a customer contacts us, we immediately create a ticket and record the entire chat so that anyone on our team can access it. We can quickly and easily assess the full case history to ensure that new responses are accurate and consistent with previous exchanges. We were also able to make real-time adjustments to our plan thanks to the custom reports I built to track sales team performance. Review collected by and hosted on G2.com.

Standard reporting can be lacking and can be limited to only Administrators. It could be eaiser to use. Review collected by and hosted on G2.com.

Ability for partners to log customer cases. Ability for partners to search a knowledge base. Ability for customers/partners to have a community portal for playbooks and register deals.

Kiteworks has been using Magentrix for about a decade. The product simply works as a 3rd party tool that integrates to Salesforce seamlessly. It is something I would evaluate in other companies needed a partner/customer portal. Review collected by and hosted on G2.com.

While the features are extremely helpful to our business, the learning phase of the platform was challenging. the good thing is - theres a lot of learning materials provided by the twixor team for you to peruse. Review collected by and hosted on G2.com.

Twixor pretty much helps with providing the right conversational insights at the right place and time - as simple as that. the bot has helped make our product mroe intuitive and user friendly if a user has a doubt or a quick question. our bounce rates on our product has dropped by 24%, which is quite good. Review collected by and hosted on G2.com.

My only less than stellar experience with LivePro is category management from an admin level can be a tad complicated. Review collected by and hosted on G2.com.

Our implementation of Livepro greatly improved our Average Handle Time in the call centers. Livepro also solved the issue of our contact center agents not being engaged with their knowledgebase as we have seen an 85% increase in usage vs our previous KMS. Review collected by and hosted on G2.com.

Mavenoid is still growing, learning, and evolving. Sometimes, there are little bugs here and there, but the support team act fast to resolve it. Somethings still need to be audit such as hyperlinks. Nothing is perfect, yet. Review collected by and hosted on G2.com.

General FAQs and common issues are being answered quicker without the need to contact a live agent and during non-operating hours. This saves the customer time and allows us to focus in other areas of the business. Review collected by and hosted on G2.com.

Nothing that I have found so far. The pricing and customer service is great. Review collected by and hosted on G2.com.

We have so much information on our website that it is sometimes overwhelming to clients and their customers. This has helped speed up the process and help people find the info they are looking for. Review collected by and hosted on G2.com.