Game Changer for Customer Service / Call Centers

What are the best aspects of this product?

I used this in a call center I used to work for. It was relatively unknown at the time but man, was it a huge difference for us. Instead of looking through our shared folders, sharepoint and training manuals, everything was suddenly in one place. Instead of spending half a call figuring out where to even find the answer, everyone immediately knew where to find everything. Plus they could easily push it out via phone/chat/email/etc.

What aspects are problematic or could work better?

Reporting is lacking, still a bit european

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

More LMS features, more documentation and built in templates

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

Long handling times, long onboarding process, agents making mistakes by giving outdated information. Time wasted using different systems and channels.

Are you a current user of this product?

No