Brilliant system

What are the best aspects of this product?

I like how its deflection works. It's able to minimize the number of submitted tickets since it asks each customer to consider finding the right answer on their own means. I also like how I can preview my article publicly before it makes its way to the backstage testing area. Getting it up and running was easy whether it involves moving older articles, making new ones, putting them on our wesbite, or making a Spanish database in the later going. Its backend analytics are essential since it informs us as to whether or not we need to make another article or if the written article won't mesh with how individuals are asking a certain question.

What aspects are problematic or could work better?

Its auto-filler isn't as sophisticated as I expected it to be. The HTML editor could use some improvement. It has a basic functionality and does its job well. But it'd be nice if there was some kind of control in terms of appearance and feel. This is especially true when dealing with column comparisons and technical charts.

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

We were able to drastically reduce the number of support tickets. We now have an idea what people want to look for. This pushed us to include article-based solutions, tutorial creations, and others so their needs could be met. Currently, we're offering further suport for our Latin-American-based customers via the Spanish database.

Are you a current user of this product?

Yes