Faq Management Software

From an admin perspective, the main dislikes about Salesforce Service Cloud are its complexity in initial setup and configuration, which can be time-consuming and require a steep learning curve. Additionally, the platform’s extensive customization options can lead to challenges in managing and maintaining the system efficiently. Review collected by and hosted on G2.com.

Salesforce Service Cloud helps by streamlining case management and automating workflows, which is crucial for our support team that handles a high volume of cases. It enables efficient tracking, prioritization, and reporting of customer support issues, ultimately enhancing team productivity and improving customer service outcomes. Review collected by and hosted on G2.com.

Some users may find the initial setup process a bit complex, especially when configuring automation and integrations.

While the knowledge base is useful, it could benefit from enhanced search functionality to help users find information more easily. Review collected by and hosted on G2.com.

Zoho Desk is a powerful help desk solution that caters well to businesses looking to improve their customer support operations. With its extensive feature set, ease of use, and strong performance, it stands out as a solid choice for companies aiming to enhance their service delivery and customer experience. Whether you’re a small business or a larger enterprise, Zoho Desk offers the tools necessary to manage customer inquiries effectively and efficiently. 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.

One small area for improvement is the search functionality. Occasionally, the results are a bit confusing, as the chats are not always sorted properly by date, which can make finding the correct conversation harder. It would be great to see this refined in future updates. Aside from that, I’m very satisfied with the service and highly recommend it! Review collected by and hosted on G2.com.

Intercom is solving the challenge of daily communication with customers, allowing me to efficiently manage multiple conversations at once.

With its user-friendly interface and reliable features, I can easily provide customer support, track conversations, and respond promptly.

This tool helps me stay organized and productive, enabling me to do my job effectively and maintain smooth communication with our clients. Review collected by and hosted on G2.com.

I don't think the dislike is attributable to Gladly. I was used to dealing with tickets and creating them with other CRMs and it took a few hours to get adjusted that I didn't have to do that anymore with Gladly! Review collected by and hosted on G2.com.

The main two challenges that Gladly has solved are longer response time to handle our customers' inquiries in all communication channels, email, chat, SMS, socials, and phone. The other problem that is solved is no more dealing with going back and forth between tabs or windows which gives our agents the confidence and assurance their interactions with customers will get resolved promptly thus increasing our CSAT and NPS scores! Review collected by and hosted on G2.com.

So far I haven't found any point to comment on. Review collected by and hosted on G2.com.

Userguiding has helped with quick surveys, communication of new releases, updates and promotions of our products, as well as onboarding guides for new users and new features. 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.

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.

-Admin sidebar always collapsing on me, I get it's supposed to be sleak, but needs a bit more fine tuning. I don't click on the buttons in the admin center, I type what I need to get to and go from there. So when I'm typing and my sidebar disappears, it costs me an extra second or two, but I'm a real stickler on that second or two in 2024 lol.

-When people send SMS into Zendesk it creates another end user (xxx-xxx-xxxx text user). So if I want to talk to the same user via SMS, I need to go to there SMS end user profile. I wish it was just another reply option like to contact via with WhatsApp, email or phone call. It breaks the one ticket immersion and makes the agent jump between two tickets and two end users. I've actually developed an app to "mirror" that SMS conversation to it seems like it's all-in-one ticket view. I know in the US we're big on SMS still and I think it's an important niche to include until the day SMS becomes obsolete if ever. Review collected by and hosted on G2.com.

Creating a seamless way to interact with customers and keeping the support at a high quality standard 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.

There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives. Review collected by and hosted on G2.com.

Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations. 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.

My only thing with Tidio is every now and then I will get logged out of the Tidio app on my phone. I don't know if it happens when it updates or what but that's my only issue and it might be on my end. Review collected by and hosted on G2.com.

Being able to talk to prospective clients in real-time while they are in a position to buy was a huge problem with Tidio solved for me. Whether I'm at my PC or on my phone, I can get prospective clients over the line to click the buy button. 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.

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.

I would like to be able to select which parts of a conversation to include in responses and 'forwards' to users. At the moment it's all or nothing. For some longer conversations involving input from various users, its not always appropriate for some recipients to see the full discussion. In these instances I revert to Outlook but then have a disjointed discussion across two platforms. Review collected by and hosted on G2.com.

We are a multi-head support team receiving mails into various shared mailboxes. GrooveHQ provides an effective way of controlling and managing resources. It enables us to log calls, allocate agents and manage cases end-to-end. It also helps us to look at patterns and trends, plus define standard responses to regular issues.

Secondly, its in-bult Knowledge Base means we don't need to build our own functionlaity, allowing us to focus on Knowledge Base content Review collected by and hosted on G2.com.