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the level we wanted and we also lacked visibility into who was actually reading articles and when content had become outdated.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.