Faq Management Software

The large volume of options and functionalities could be seen as a point of concern and, in certain cases, an obstacle to the rapid adoption of the system. However, the available documentation and the help of Trailblazer allow us to easily overcome this challenge, maintaining an efficient learning curve. Review collected by and hosted on G2.com.

Before implementing Service Cloud, we served customers primarily via email. There were issues related to the lack of centralized service, the absence of a broad and clear view of the status of open requests and which ones should be prioritized, which hindered meeting deadlines and customer satisfaction.

In terms of team management, there were no easy ways to monitor team performance. Working solely via email hindered the analytical view of metrics such as average response time and made it difficult to identify bottlenecks or opportunities for improvement.

By implementing the tool in selected departments, we were able to migrate to the case management model, in which interactions with customers are centralized in Service Cloud and tracked transparently. We implemented automated tasks using flows, approval processes and case routing routines that help employees perform their work, reducing the time to resolution and allowing them to focus on what is a priority. In addition, we now have detailed reports on team performance, delivering valuable insights to continually improve service quality and ensure customer satisfaction. Review collected by and hosted on G2.com.

I am struggling with Product categories update, I havent found yet where to create new ones. Review collected by and hosted on G2.com.

Zoho Desk really works well with Site24x7, I will be able to better manage my SLA's with this integration and turning the Field Support operation to this tool I bring sinergy between them and the monitoring activities. The outcome is a more satisfied customer Review collected by and hosted on G2.com.

I wish the knowledge base was available on smaller tiers, but i understand why its been added to the more expensive ones to create an upsell opportunity. Review collected by and hosted on G2.com.

Keeping all data in one place, so that people across different hubs have the same access to data to create a good experience for the customer. Previously these systems would sit seperate form one another and need connectors in order to share information. Therefore, having this is one place is helping the customer service teams be more productive and efficient, whilst also not requiring lots of connectors to keep the data in one place. Review collected by and hosted on G2.com.

In the banner configuration, there are several options related to how often it will be displayed, such as "Only Once," "Once a day," "Once in a session," etc. These options can make frequency settings feel somewhat limited. It would be better if we had the ability to customize this, for example, by specifying that we want to display the banner multiple times a day and the exact number of times it will be shown. Review collected by and hosted on G2.com.

UserGuiding is solving the problem of onboarding new users by providing interactive guides and tutorials. This makes it easier for users to understand how to navigate the platform and utilize its features effectively. As a result, it reduces the time and effort needed from the onboarding team, leading to a smoother user experience and higher user satisfaction. This ultimately benefits our organization by improving user retention and reducing support queries. Review collected by and hosted on G2.com.

The only downside to using Intercom is that I don't have a team around me helping with activation and customer onboarding. I don't think I've saved more time with any other tool (besides ChatGPT). Review collected by and hosted on G2.com.

Intercom takes over the role of founder, marketer, salesperson and customer support in all of our automated series and through the chatbot. I've created onboarding workflows, product feature guides, activation checklists, you name it. Review collected by and hosted on G2.com.

The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets. Review collected by and hosted on G2.com.

Organization of different types of requests or complaints. 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.

I do not like the notifications that come across the top of the screen when you click next to get a new inquiry, it blocks the inquiry information that I am currently working on and is annoying. That is pretty much my only complaint though! Review collected by and hosted on G2.com.

Allowing us to view and help customers in a customer centric manner, allowing us to know when we are answering timely and not, and alerting us when our SLA is not met so we can see where we need to improve. Being able to knock out all the different inquiries from different channels that a customer may have used to get ahold of us really cuts down on the workload instead of responding to each one on each different channel. We are also able to set up AI responses to respond to certain basic or common customer inquiries with no human interaction so our team can focus on more complicated issues. We are able to apply the correct level of response to every customer! 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.

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.

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.

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.

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.

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.

I dont think there is a thing I dislike about Glia. It integrates with almost any vendor you have and they have a 99.99% uptime. Review collected by and hosted on G2.com.

Glia is solving so many problems its hard to list them all so I will speak on two things. My teams life has been made so much easier and once we are able to leverage all Glia has to offer, it will get even easier. Their lives being made easy translates into their happiness which translates into the best member experience we could offer.

Secondly, Glia is solving for our abandonment rate and service level issues. Before Glia, we had a large team struggling to meet our KPI's but now, we are worlds ahead of where we were. Like I said above, its only going to get better. 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.

The development of the Mavenoid is fast. It can be difficult if you haven't planned your resources properly. Review collected by and hosted on G2.com.

This will change the way how you support your customers. No more answering the same type of support calls over and over again. Mavenoid takes care of them and leaves you the most tricky ones. But, it now has a smart way of reporting the call content and adding the new problems and solutions to Mavenoid models, so you can continuously update the models. Review collected by and hosted on G2.com.

Technical issues in our equipment fleet. We have achieved time savings and with that, customer satisfaction. This makes our work faster when facing some difficult time-consuming tasks. 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.

Mastering the full scope of automation features takes some time. However, once you're familiar with it, the payoff efficiency is well worth it. Review collected by and hosted on G2.com.

We had few issues with getting back to our customers on time whenever they sent us an enquiry. We had a huge business process outsourcing (BPO) call center team to answer some of the frequently asked questions and matching the data, now our BPO team is equipped with how to use Twixor as a live agent. this has led us to maximum customer queries in short durations, our feedback to customers has improved by 2X since we have onboarded Twixor. Review collected by and hosted on G2.com.

My overall experience with justcall is quite satisfying just one thing I would not say that I dislike rather I would say I don't find it efficient is i don't want to go on multiple tabs to access it will be great if I find everything in one tab. Apart from this I am enjoying my work with justcall, no more further complaints to do, I just love using justcall. Review collected by and hosted on G2.com.

Just call is doing emmense enhancement when it comes to calling. From making end to end calls to live chats to video conferencing, you guys are doing great. It has made calling world easy. Review collected by and hosted on G2.com.