Straightforward

What are the best aspects of this product?

Covers just about every way a prospect or customer could communicate with our company. And it's all captured in one place.

What aspects are problematic or could work better?

Ironically, it's not straightforward to get help from LA itself. They used to have a help button in the portal which was removed. Meaning as a paying customer I have to open a browser tab and get to the generic support page. Not a great implementation.

What features/services would you like to see in future versions of this product?

I'd like to see multiple instances of the customer portal/knowledgebase. I need my knowledge bases segmented. Right now, there is only one monolithic KB.

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

Per above - we no longer miss incoming communications because we don't have to check multiple places - email, chat, phone, social media etc.

Are you a current user of this product?

Yes