Shelf Reviews

“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.

“constantly improving and versatile”

Pros

After using it for the past 3 years, I've seen the platform keep evolving with regular upgrades that make it more user-friendly and expand what we can do with it. It has given us a lot of creative ways to quickly share and find information internally, while also serving as a great place to store best practice materials that we can pass along directly to customers.

Cons

One feature that would really help is a batch tagging option and it's something they're already working on.

“efficient module setup”

Pros

Setting up modules is very easy for me as an admin/content creator and it also makes them simple for my team to search and access. Since we started using it, their productivity and overall efficiency have definitely improved.

Cons

I really don't have any complaints, everything has been very easy to use.

“web-based access that just works!!”

Pros

Having this product online is one of its best features. I really appreciate that it's web-based instead of something you have to install on your PC, because it lets me access it from wherever I am. The usability is also excellent. It doesn't take long to learn and just about anyone can jump in and start using it without much trouble. If you've used social media platforms like Twitter, the hashtag feature will feel very familiar and natural.

Cons

The only real problem I've run into with the software was the NiCE Incontact integration. My agents really didn't care for it because the window would end up either too small or too large which made answering calls frustrating. It would also automatically pop up every time a call came in and the agents would have preferred the option to open it themselves only when they actually needed it.

“content organization done right”

Pros

This has become a major asset for keeping our content and process documents organized. It's helped create better consistency and improved efficiency across every team using the tool. Keeping the content up to date is easy and administrators have access to a broad range of reporting options.

Cons

There are just a few small tweaks I'd make to the reporting feature. It's nothing significant but having a few extra report options would definitely be useful.

“fantastic partnership and support”

Pros

One of the best parts of this application has been the partnership with my IT team. They've been an incredible resource while we've been building out this tool and that support has made a big difference.

Cons

Honestly I haven't come across anything I dislike. It's simple to manage and easy to build with.

“powerful search”

Pros

One thing that really stands out is the feature set, the left-side panel lets you view all libraries and folders across the organization in one place, the search is very intelligent and works a lot like Google for all kinds of queries and you can narrow results further with a wide range of filters. It's also convenient to preview documents without needing to download them first. On top of that, the permissions setup is simplified, so access can be assigned to both groups and individual users and the SSO integration is a big plus.

Cons

There are still a few important features in progress if you compare it with Box, Dropbox, or Google Drive. Right now, you can't download multiple files or folders at the same time and the preview function doesn't yet support all of the common file types.

“faceted search is invaluable”

Pros

Faceted search has been incredibly valuable for the way we manage our large collection of educational resources.

Cons

One limitation is that you still can't download and tag multiple files or gems in a single action.

“helpful support and strong search”

Pros

From setup to day-to-day use, the level of support and availability has been outstanding. That applies across the board, whether it's configuration help, training, ongoing support, or even future improvements. The platform is also very user-friendly and the search function has made a real difference in helping our Contact Center grow which had been a major challenge for us with our previous software.

Cons

The Decision Tree feature is still fairly new, so we did run into a few bugs. That said the team has clearly been putting in a lot of effort to improve this smaller part of the product.

“knowledge base that clicks”

Pros

This has felt refreshingly simple to work with. It's easy to use, maintain and get support for when needed. Collaboration is convenient, finding information is quick and managing access by adding or removing users takes very little effort. It also handles both simple posts and more advanced decision trees really well and the usage stats are clear and useful. As a team, it has made it much easier to build and maintain a reliable knowledge base together. Up to this point, I haven't run into anything frustrating. The biggest proof that it works is that our agents actually use it and unlike other knowledge base tools we've tried, there's basically no frustration around it at all.

Cons

We haven't explored every feature yet since our organization doesn't need all of them but at this stage there's honestly nothing about it that I don't like.

“Perfect search and polished library”

Pros

Our volunteer committee needed a resource library that could be managed without much staff time, since we only have one full-time employee and rely heavily on volunteers to keep everything updated. Because our tech skills are fairly limited, the platform also had to feel simple right from the start. We created a detailed list of requirements and this product checked every box. It needed to look polished and highly visual, offer a strong user experience that was fast, efficient and simple and include searchable tags. We also wanted users to be able to comment on and rate resources, browse content in multiple ways and bookmark items so they could come back to them later without any hassle. On top of that, it was important that all users could submit resources for review, that a team could vet those submissions before publishing and that the system could support payments for non-members as well as subscription options. Social sharing was another must-have, so having a simple way to post new resources to social media, ideally with a summary, was a big plus. The standout feature has been the search tool which can locate keywords not just in titles but anywhere inside a document which makes the library incredibly useful. The Chrome web clipper has also been a really valuable feature for quickly saving resources from around the web.

Cons

At this point, we really have not run into any downsides. Whenever I reach out to our IT representative with a question or concern, he usually has an update about a new feature or upcoming release that will address it.