Faq Management Software

I have found Zoho's product suite to offer robust functionality and capabilities, although it does present some challenges. Notably, some products exhibit a steeper learning curve, requiring additional training and acclimation to fully leverage their features. Furthermore, the pricing structure can be complex and may necessitate careful consideration to ensure alignment with organizational needs.

Notwithstanding these limitations, I believe the benefits of utilizing Zoho far outweigh the drawbacks. The platform's extensive range of integrated applications, customization options, and scalability make it an attractive solution for businesses seeking to streamline operations and enhance productivity. Overall, I would recommend Zoho to organizations seeking a comprehensive business management platform, provided they are willing to invest the time and resources necessary to fully realize its potential. Review collected by and hosted on G2.com.

I am pleased to share that Zoho's comprehensive suite of products has played a crucial role in addressing many technical support challenges for our business voice communications company. Utilizing Zoho's integrated platform has allowed us to streamline our customer support operations, boost agent productivity, and increase overall customer satisfaction. Review collected by and hosted on G2.com.

We have used UserGuiding for bettering customer service and also as a digital adoption platform and it delivers well. Review collected by and hosted on G2.com.

We have been using UserGuiding as our business digital adoption platform and it works perfectly. It has also been awesome when it comes to bettering our customer self-service and it has lead to increased customer retention which is a plus for our business. Review collected by and hosted on G2.com.

The integration between the Salesforce ecosystem and other clouds is not always as simple or included as I expected. Additionally, the initial startup was not very easy; it took about a year to get up to speed and involve all the stores in the data acquisition phase. Review collected by and hosted on G2.com.

It is necessary, at least for the implementation part of the solution, to consult a certified Salesforce partner to use the recommended best practices to avoid future problems. An important aspect during implementation is the choice of the data model to use, and having a clear understanding of which external tools you want to connect via API. The advice, if possible, is to use the Salesforce ecosystem as much as possible to have immediate and secure integrations. For example, by using Marketing Cloud as a marketing tool rather than other tools, data integration is quick and secure, avoiding the exchange of Excel files with sensitive data for data updates. Additionally, it is possible to schedule triggers based on customer behavior by integrating interactions across all systems. With the latest development of Salesforce (CDP), it is also possible to create customer groups that can be used both in Marketing Cloud and on Commerce Cloud using both navigation data and social data. Review collected by and hosted on G2.com.

Unify the customer's information in one place, making everything I need to know easily accessible. Review collected by and hosted on G2.com.

We originally wanted a platform that we could protect behind a single sign-on that our competitors would not be able to access and this was not an option, but they did have the ability to integrate in our own portal pretty easily which we decided was the best route to go. Now it is securely hidden behind logins we help our customers create. Review collected by and hosted on G2.com.

Helpjuice helped us consolidate all of our internal and external help documentation. You can have one article that is both customer facing AND internal with the use of internal commentary blocks you can add into an article. Our customers have all of the answers to their issues and how to use the software while all of our internal teams have the answers they need quick using the Helpjuice browser extension. Review collected by and hosted on G2.com.

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

Problems that Fin is addressing is High volume of repetitive / low‑complexity support requests. Many support teams spend a lot of time handling “obvious” or frequently asked questions: order status checks, refunds, basic product usage, billing, etc. These take up agent bandwidth, slow down response times, and add cost. Review collected by and hosted on G2.com.

In my experience, I haven't encountered any disadvantages when using the Zendesk tool. Review collected by and hosted on G2.com.

With Zendesk, we were able to keep track of everything, starting from receiving calls to creating detailed records. The tool allows us to set the appropriate disposition for each case, such as marking it as pending, solved, or pending for a manager. Thanks to Zendesk, we have resolved many tickets efficiently and can easily find and send updates to our customers. As customer service representatives, it is important for us to provide resolutions, and this tool helps us do that effectively. Review collected by and hosted on G2.com.

Honestly, nothing stands out as a real downside at the moment. Breakout’s been doing exactly what we brought it in to do - smooth integration, great real-time insights, and seamless execution. No complaints so far! Review collected by and hosted on G2.com.

Intelligence and ability to take action on website visitors Review collected by and hosted on G2.com.

The free version works well for daily use, but there are some limits. You can only have a certain number of contacts, dashboards, reports, and email templates. Some advanced features and integrations are only available on paid plans. For now, it’s fine, but it could feel limiting as your needs grow. Review collected by and hosted on G2.com.

HubSpot Service Hub helps me manage all my customer communications in one place. With the shared inbox, I can easily track emails, live chat messages and form submissions without missing anything. The ticketing system allows me to organize customer issues, assign tasks, and follow up efficiently. Forms and automated emails help me gather information and respond to inquiries faster. Overall, it keeps my workflow organized, saves time and ensures I can respond to customers promptly, which improves the quality of support I provide. Integrating with Microsoft Teams adds an extra layer of convenience, letting me stay updated on customer interactions without switching apps. Review collected by and hosted on G2.com.

Some settings related to chat behavior and automation are not immediately obvious and take time configure. The interface is generally clea, but a new actions require extra clicks. For smaller teams, certain advanced features may feel more than what needed. Review collected by and hosted on G2.com.

Freshdesk helps us avoid missed messages by centralizing websites chats into one inbox. Instead of checking multiple toola or emails, the team works from the same view. This improved response consistency and reduced confusion around ownership. We noticed fewer delayed replies and smoother collaboration within the first few weeks of use. 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.

While Mihup performs very well overall, the initial configuration for large datasets can take some time, especially when aligning data formats from different sources. Some of the more advanced analytics settings could also be made a bit more intuitive. That said, once everything is configured, the system runs smoothly with minimal manual effort. Review collected by and hosted on G2.com.

Mihup helps us automatically analyze customer conversations, identify sentiment, and detect trends that would be impossible to catch manually. It has drastically reduced QA time and improved agent performance, since managers can now focus on specific issues highlighted by the system instead of reviewing random samples. The real-time feedback and insights have also improved customer satisfaction and helped us make data-driven decisions in our communication strategy. Review collected by and hosted on G2.com.

In my point of view I don't think there is any disliking about Twixor because it provides on time support for issues and also build a good relationship with our customers. Review collected by and hosted on G2.com.

It provides the application is simple to share via URL and doesn't require complicated installation. It handles consumer requests that require rapid attention such as lost or stolen credit card or fraudulent transaction. Review collected by and hosted on G2.com.

Sometimes I run across issues with connecting customer accounts or merging accounts, but I think that's more of a user error than the system itself in the design. Review collected by and hosted on G2.com.

I use Gladly to efficiently connect with customers, centralizing order information and conversation history in one place without navigating different systems. Review collected by and hosted on G2.com.

Pretty boring UI and seems to be pretty basic in features although it doesn't need to do much. Review collected by and hosted on G2.com.

Allows all teams to access knowledge base and collaborate. 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.

The Search function could be improved however they are actively working on this so im excited to see that launch. Review collected by and hosted on G2.com.

We struggled with housing all departments knowledge, there was no framework, no consistency, and it was difficult for users to find what they were looking for when we were using confluence. Livepro provides an easy to use platform that allows users to find the information they need, fast. With a simple UI and reporting it allows the Admins & Authors maintain the platform with ease. The Support staff are always willing to help if you do get stuck on something. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.

I find that the current functionality is limited by the inability to set a follow-up flag or function on calls. This is currently only available for chat and SMS, which limits efficiency when dealing with complex customer issues such as policy cancellations and reinstatements. These typically require multiple interactions across different departments and having a flagging system would streamline this process and improve follow-up capabilities. Review collected by and hosted on G2.com.

Glia streamlines our customer service with automated chat filtering and call distribution, ensuring a balanced workload. The AI cortex wrap-up drastically cuts documentation time, aiding team members with typing challenges. It's transformative for efficient workflow and documentation. Review collected by and hosted on G2.com.

While the core features are great, the search functionality could be improved to be more intelligent and forgiving of typos or natural language queries. I also find the advanced customization of the portal's design/CSS to be a bit cumbersome for non-developers. A more intuitive way to integrate with some of our other key tools (like specific CRM/Service Desk software) would also be beneficial. Review collected by and hosted on G2.com.

Document360 has primarily solved our problem of decentralized and inconsistent documentation. Before, documentation was scattered across multiple tools, leading to confusion and outdated information. Document360 provides a single source of truth for both our customers and our internal support team. This has reduced our customer support inquiries by X% (or 'a significant amount') and has cut down on the time it takes to onboard new staff by providing them with immediate access to structured, high-quality information. Review collected by and hosted on G2.com.