I like their customer service and their price

What are the best aspects of this product?

I wasn't that lucky with help desks before, so I approached Agiloft with a dose of fear and concern. However, I was pleasantly surprised by its easiness and painless installation, and that's the feeling I've had ever since. Software is there to help you do your work, not to make it even more difficult, and if the price is off-the-shelf, that's just amazing. The biggest value derives from the fact that features are customizable, so we take Agiloft really personally, and we include it on every stage of our workflow. Customer service is impeccable for the price-we are just a small business that doesn't even contribute to their popularity, but they treat us as highly valued clients that deserve an instant response to their questions.

What aspects are problematic or could work better?

There wasn't any problem to set it up, as I said, but adjusting our workflow to it was a bit of an issue. It was probably my fault to act stingy when I could have asked for their implementation service instead of doing it myself. We managed, however, and we have no complaints since.

What specific problems in your company were solved by this product?

The ones who benefited the most are our customers, we're all the time on top of their issues and requests, responding as fast as we can. There are automatic alerts, so we don't let emails fall through the crack anymore. Thanks to it, we built a FAQ page, and surprisingly enough, customers turn there to look for their solution, rather than contacting support. It made our business much more efficient, using the simple trick of info visibility.

Are you a current user of this product?

Yes