Shelf Reviews

“valuable support for customer service”

Pros

It gives you the information and knowledge you need and that makes it much easier to respond to customer inquiries properly.

Cons

Nothing to complain about. It has been fantastic for my customer service team, helping them during calls and allowing them to handle customers the right way.

“much simpler than others”

Pros

Compared with other programs, this one is far more easy to use.

Cons

Honestly I don't have any complaints at all, everything has been just about perfect.

“strong search and smarter answers”

Pros

Right from the start, Search Copilot fit easily into our contact center setup. It has noticeably cut down on dead-end searches and reduced the amount of time agents spend hunting for answers. Content Intelligence has also improved the accuracy and relevance of the information being pulled up which has made the whole experience more effective.

Cons

A few users may still need some training before they can take full advantage of everything it offers.

“user-friendly setup and real impact”

Pros

The product feels very user-friendly, it's simple to set up, easy to maintain and it delivers real impact.

Cons

There really aren't any parts of it that I dislike.

“flexible knowledge updates”

Pros

Both agents and admins can use it without much effort. In a regulated industry where processes often change quickly and in major ways, keeping front-line agents aligned with the latest procedures is absolutely essential. With other knowledge management tools, adoption never reached the level we wanted and we also lacked visibility into who was actually reading articles and when content had become outdated. This platform fixes those problems in a clear and convenient way.

Cons

Getting certain front-end elements to display exactly the way you want can be a bit challenging and it would be helpful to have more built-in options like carousels or accordions.

“smart wiki support tools”

Pros

Most of our use case centers on wiki pages for call center agents and that part has worked really well. The interface feels polished while still being very user-friendly and our agents have responded positively to how simple it is to use. One of the features we value most is how it helps agents locate the right information quickly, especially with AI- and IVR-based wiki page suggestions.

Cons

One limitation is that the search feature relies on exact matches, so even small typos can return no results. On top of that, moving over from our previous knowledge management system took more manual effort and staff resources than we originally expected.

“knowledge hub with standout announcements”

Pros

It has become a really valuable tool for our overall knowledge management needs. Since we rolled it out, we've noticed better advisor engagement and a more positive attitude toward our knowledge management efforts. It gives our team one central place where advisors can find all the information they need when helping customers. The announcements feature has easily been the biggest win for us. It changed the way our team communicates because we can now send updates directly to advisors instead of passing information through team leads and hoping it reaches everyone accurately. Being able to send communications, attach Gems, assign due dates and require confirmation has been a huge benefit. On top of that, their customer service has been excellent. They respond quickly whenever issues come up and they've consistently been open to our feedback and requests for system improvements.

Cons

Biggest complaint from our advisors is the Zendesk integration. The window size has been frustrating for them and most of them would rather just use the website instead. I also wish it connected better with LMS platforms. Having a single place for both knowledge and training would be ideal, since right now advisors still have to switch between two separate systems.

“helpful testing and usage tracking”

Pros

One of the most useful parts is being able to build a document, like a decision tree, directly in the system, test it thoroughly and finish it before it gets published for agents to use. It's also really valuable that usage can be tracked by individual agent which helps make sure the knowledge base is actually being used properly and stays active.

Cons

The only downside is that all feedback ends up in the same place. I'd prefer positive and negative feedback to be separated, since positive comments usually don't need the same level of urgency.

“Simple navigation every day”

Pros

Using the system day to day feels very easy because it's simple to work with and even simpler to navigate which makes the overall experience convenient.

Cons

Copying and pasting can be a bit awkward at times especially when bringing in documents from outside sources.

“responsive support and useful tools”

Pros

Whenever I needed help, Rik and Weronika were incredibly responsive, helpful and quick to sort things out. Every question I raised was answered and the decision trees, collapsible sections and analytics have all been really valuable features.

Cons

At times, the system would go blank and a support ticket had to be submitted to resolve it. Also, with the way we communicate updates to agents, it would be much better if older announcements could be reopened and edited instead of having to send a separate message for every update.

“knowledge at their fingertips”

Pros

Using it has been very easy. It really helps our agents feel empowered by keeping the information they need right at their fingertips. They rely on it every day and it gives them the confidence to provide clear answers to our customers.

Cons

One addition that would make it even better is the ability to embed spreadsheets especially ones that include formulas.

“handling time cut by 25%”

Pros

Within the first three months after going live, we've already seen average handling time drop by 25% which has been a really strong result for us.

Cons

At this point, there really aren't any downsides to mention and the product has been received very positively overall.

“helpful team and setup support”

Pros

Working with their team has been a positive part of using it and the support they provided during implementation was genuinely helpful.

Cons

The UX hasn't really clicked with me, mainly because I really dislike the color choices for some reason.

“very nice smart program”

Pros

Using this smart program makes everything much more convenient thanks to the features it offers. It's a really nice product overall.

Cons

I honestly don't have anything negative to say about it, it has been a very positive experience.

“helpful rollout and strong features”

Pros

Working with the IT team, especially Rick Alimov, made the rollout into our environment incredibly helpful. He was knowledgeable, responsive, easy to collaborate with and consistently stayed on top of everything throughout the process. The development, implementation and integration all moved quickly without unnecessary complications. The documentation was clear, concise and useful and the platform itself is easy to navigate and manage. On top of that, the functionality is impressive, including Answer Assist, chatbot integration, language containment within a single gem and document search capabilities.

Cons

One area that still needs improvement is reporting. The GUI does not currently offer powerful, in-depth reporting unless APIs are pulled which is a limitation. There is a beta version for expanded reporting but it is expected to become a paid product once generally available. It really feels like those reporting capabilities should be included as part of the core tool rather than treated as an extra add-on.

“strong content hub for teams”

Pros

Libraries, folders, permissions and taxonomy all perform really well which helps us maintain a reliable single source of truth for our staff. We've also really appreciated the addition of Wiki Templates this year, since they let us create new content much faster and more efficiently.

Cons

Managing the review process has been a challenge for us. There is a review feature built into the analytics but even a minor update to a piece of content removes it from the outdated content report. Because of that, we've had to export a full content list and build a quarterly review policy that is assigned manually. Since each review has to be added into a workflow one by one, handling 150 to 200 pieces of content every quarter ends up taking a lot of time.

“Useful for global team learning”

Pros

It's been really useful for supporting our consulting team across different time zones, allowing everyone to learn from shared insights and make use of those learnings no matter where they're located.

Cons

One thing I'd still want is the ability to manage and increase the number of user licenses directly within the app.

“powerful customization and insights”

Pros

One of the best parts is the variety of gems, especially the decision trees. It's simple to format content exactly the way you want and the templates and accordions make that even more useful. The Insights feature has been really valuable and Announcements is another feature I've appreciated a lot. I also like the Libraries, User Groups and Org Units. On top of that, it's very easy to customize access, so certain teams can view specific features, like Announcements, without being able to access something else like Insights.

Cons

Every now and then, formatting bugs come up and make things harder to work with. To be fair, the support team has always been quick and very helpful when resolving those issues. Another complaint I hear fairly often from agents is about the search algorithm. When they search for something specific, the result they need does not always show up first and may appear third or fourth instead.

“answer assist boosts agent workflow”

Pros

Answer Assist has been an ongoing project for us focused on making customer interactions easier for agents to handle. The support team has been very cooperative throughout and has done a great job keeping us aligned with all of our learning initiatives.

Cons

User management still needs work. Right now, creating and grouping an agent takes several steps, including manually copying and pasting each username one by one. A bulk upload option through CSV with all the necessary fields would make this process much better.

“content management that works well”

Pros

Creating and managing content is very easy and adding new users, setting up user groups and adjusting user roles is just as simple. The maintenance feature, with direct feedback from users, is really valuable and helps us organize and document every change we make. One thing that could be improved is the sync between Feedback and CPW, since you currently need to be a collaborator to make the feedback/publish connection work. That may partly come down to how I'm using it, though.

Cons

A more personalized business layout for the front page is something I really miss. I'd like to be able to explain to users how everything is structured for our company, how it should be used and when they are supposed to use it. Another missing feature is the ability to assign GEMs directly to the document owner. For example, when creating a GEM, there should be an option to choose the user responsible for keeping that document updated, so others in the organization can more easily see who owns that manual or routine. Right now, they can only see who created the document or who last edited it and that isn't enough for us. Because of that, we've had to start using the category function to assign different documents to different users, teams, or departments.

“quick and simple search”

Pros

Searching for information is very easy and user-friendly.

Cons

It doesn't support adding Excel files, although that's not a major issue for me.

“Convenient search and analytics”

Pros

Right from the start, the product feels simple and easy to use. It gives admins strong analytics and plenty of control features and it also connects well with the other applications my organization already relies on. For everyday users, the design and search function make it fast and convenient to locate documents.

Cons

The knowledge base management tool works very well for text-based documents but there is still room for improvement. It would be more capable if it offered better functionality and scalability for certain file types.

“helpful support”

Pros

Using it feels very easy overall. Getting everything in place, creating gems and handling training never turns into a headache. The team is easy to reach whenever support is needed and they seem genuinely receptive to feedback and new ideas.

Cons

If there's one area I'd most want to see improved, it's the search. It works as it is but I'd love it to be a little more forgiving with misspellings and similar variations.

“great layout”

Pros

this platform felt very simple to move around in, even for people who aren't very comfortable using computers. Being able to customize the home page with your own favorites is a feature I really appreciate. The search function works really well and I also like that related documents appear alongside each document. Everything feels very organized and the layout looks clean and attractive.

Cons

At this point, I haven't run into anything I would want to change about it.

“all-in-one with handy subheadings”

Pros

Having everything gathered in one place is really convenient and the way the subheadings are set up makes it simple to navigate and find what I need.

Cons

The design isn't the most attractive and at times there can be a few too many categories which makes it feel a bit cluttered.

“helpful for content publishing”

Pros

It makes it simple for people to manage and publish content when they want to share information.

Cons

I just wish there were more options for controlling the tags you can create and apply to content.

“top-notch search and sharing”

Pros

Across our Granite teams, this has made a big difference in how we store and share important day-to-day information. It's opened up content sharing between teams that previously didn't have a way to do that which has been really valuable. The search feature is excellent too, helping people locate exactly what they need as quickly and simply as possible.

Cons

A bulk add tool would be a helpful improvement, along with the option to add people directly into user groups while setting them up.

“responsive updates and open feedback”

Pros

Working as an admin, I've seen that there are always new improvements being developed and we're regularly kept informed about updates that are already live or coming soon. It's also clear that feedback is genuinely welcomed.

Cons

Looking at it from the admin side, one thing I'd really like added is the option to create custom reports within the system.

“versatile knowledge tools”

Pros

Having a wide range of knowledge content options made a real difference for our team. Decision trees and wikis mattered the most to us and they turned out to be incredibly useful.

Cons

The frontend visuals felt a little basic and we couldn't really change or customize them.

“collaboration and content insights”

Pros

The collaboration features and built-in ratings have been incredibly useful for our team. We rely on them to keep our content up to date and being able to check comments and ratings makes it much clearer to see whether the content is being used and how people are engaging with it. I'm also really pleased that a feature is being added to let multiple items live in different folders, since a lot of our content needs to be cross-referenced.

Cons

One thing I'd still like is more direct control over the tag list, since it needs regular cleanup and updating. At the moment, I have to reach out to the client rep whenever changes are needed and that gets frustrating.

“constantly improving and user-friendly tool”

Pros

Using it feels very easy and it keeps getting better over time. I also really appreciate how simple it is to make updates whenever needed.

Cons

I'd really like to see a calendar added, along with more room to describe the gem in detail. It would also help to have a way to identify an owner instead of only showing the person who uploaded it. None of that is a deal breaker but the dashboard could definitely use a more visually appealing design.

“reliable support for daily work”

Pros

Day to day, this tool helps me handle the issues that come up with our partners and clients. It's been very useful for protecting critical information right when we need it and all of our agents can use it without any trouble.

Cons

At this point, I haven't noticed any missing features in the program.

“better search and article editing”

Pros

Creating and updating articles is really easy and the platform has a polished look to it. Moving over from our old knowledge base system felt convenient. Our agents prefer this one by a wide margin and the search results have been much more effective for everyone.

Cons

The only features I'd suggest are still being developed at the moment. They haven't caused any issues for end users, though. On the admin side, we put together a workaround that handles the connections not showing up in the SSP just fine.

“powerful search and decision trees”

Pros

It fits well into digital call centres and has been very practical to use there. The search function is easy, yet the results are powerful and helpful. I also appreciate the decision trees which make it much easier to handle complex processes.

Cons

One thing missing is an HTML editor for editing content.

“fast access and strong capacity”

Pros

It makes it simple to locate all the necessary documents and procedures and the platform is very fast with excellent capacity.

Cons

Automatic document translation could be improved, since many users would prefer to work in their native language.

“all the details in one place!”

Pros

Using it feels very easy because everything I need is there in one place, with all the information available. Every procedure is clearly written out and explained in detail.

Cons

I haven't come across anything this program is missing.

“clear and accessible data”

Pros

The platform works well for me because everything feels clear, simple and the data I need is readily available.

Cons

At times it can be a bit slow, especially when I'm trying to pull up specific information but overall I don't have any major complaints.

“user-friendly and essential platform”

Pros

Using it has been very easy and that matters a lot for the kind of work we do.

Cons

Honestly I don't really have any complaints to mention here.

“powerful search and content tools”

Pros

This tool feels both simple and powerful. From a user perspective, adding content is very easy and the search and organization features, especially connected gems, make it fast and simple to locate exactly what's needed. The newer Content Maintenance feature which lets users leave feedback on specific gems while viewing them, has been incredibly valuable and we've already relied on it a lot to improve our libraries.

Cons

One downside is that it can be pretty resource-intensive. That's understandable given how much content and data it needs to read and process but it does mean loading gems sometimes takes a few seconds longer than I'd prefer.

“helpful tracking”

Pros

Getting started with this content maintenance platform was pretty easy, especially for someone still fairly new to these kinds of tools. Even as an Administrator, I really appreciate being able to monitor how many interactions other users have with specific content. On top of that, the IT team keeps rolling out enhancements regularly, so the overall user experience continues to get better over time.

Cons

Because so many features are tied together, it can be tricky when we only want to turn on certain ones. Not every feature is relevant for our needs, so we try to stick with just the parts that make sense for us. The challenge is that some features have to be activated for others to function properly which ends up adding extra steps we would have preferred to avoid.

“crm integration and fast support”

Pros

The CRM integration has been really useful and the platform is easy to use. Communication with the IT support team has also been very good, with quick responses and fast issue resolution.

Cons

Reporting still needs more granular detail. The announcement feature hasn't been developed yet and the ability to collect feedback from agents still has more potential to be unlocked.

“user-friendly with great functionality”

Pros

It's very user-friendly, quick to learn and doesn't take long to get comfortable with. On top of that, it offers great functionality and feels easy to work with overall.

Cons

At the same time, it could use more features, especially things like UI templates. I'd also like to see more options for organizing the interface and shaping the customer experience better.

“fast policy access for agents”

Pros

Uploading, updating and sharing documents with our agents is very easy. It helps the team access policies and processes quickly which makes it easier to provide strong customer service and resolve issues faster. Finding the right document is simple, inviting new agents or users takes very little effort and setting up folders to keep everything organized is also uncomplicated.

Cons

One problem I've run into is that it doesn't always handle certain file types well, especially some PDFs and Excel files. In particular, it may not recognize documents that need to stay editable, such as spreadsheets. It seems to work better with static files than with documents that are meant to be updated.

“flexible knowledge base features”

Pros

Getting started with it is easy and the CRM integration option is a big plus. It also offers a broad set of features for managing a knowledge base which makes it very capable for day-to-day use.

Cons

Building decision trees can take a little while at times, though that feels more like something that improves once you get used to the workflow.

“Feature-rich and very comfortable”

Pros

Using it feels very comfortable and it comes with plenty of functions and features to work with.

Cons

I haven't noticed any downsides so far, so I really can't point to any negative aspects yet.

“Simple controls and efficient workflow”

Pros

Having worked with plenty of similar software, the first thing that struck me as a new user was how simple this one feels. It's very user-friendly, especially when you compare it with competing products. Training new team members has been easy and from an admin perspective, the click-and-point controls make a big difference when quick updates are needed. That helps our team stay efficient and keeps everyone working with the latest information and the right flow of communication.

Cons

The View-Only and Member user roles are excellent and they're very simple to use and train people on. That said I'd really like to see more administrative analytics tools for monitoring usage and making sure each member is assigned and used in the most effective role within the company's overall use of the product.

“helpful tree feature for training”

Pros

One thing that has been really useful is the tree option and being able to implement it on another platform adds a lot of value. Up to this point, neither I nor the other users have had any complaints. It's a very great platform, especially when the goal is to guide others and teach procedures more effectively.

Cons

At this stage, I honestly don't have any complaints. I haven't been using it for a very long time yet but during the time I have, it has been very useful.

“Excellent features !”

Pros

it felt very easy and it comes packed with plenty of features and extra options to work with.

Cons

Overall everything worked really well. The only issue I ran into was with the assistant at times which I believe was probably related to the language.

“powerful search and support”

Pros

Search tools, gems, tags, decision tree and support options are all really useful.

Cons

Everything worked well for me and I didn't run into anything I disliked.

“user-friendly with helpful access”

Pros

Platform feels very user-friendly for both admins and regular users which makes it pleasant to work with on both sides.

Cons

The table design really needs attention. Whenever I try to edit a table, the popup for "add more rows" and similar options keeps showing up right inside the text box where I'm supposed to type which is very irritating.