Likelihood to Recommend
It is well suited for SaaS products or services that have a highly complex user interface. Through Appcues, you can ensure that people discover all the existing and new features and make them understand the value of your product as soon as possible to address the evergreen issue of churn. But if your user interface is really messed up, you should change the product itself instead of using a tool like Appcues to explain everything on the screen.
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If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time. If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team. If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
Read full review Pros As a whole, Appcues is very easy to use. You can build templates to easily style future modal windows and tooltips. They have great customer service! Any time I've had a question our support rep always gets back to me with solutions. Read full review Allows you to manage multiple email queues with different business rules. User interface is somewhat intuitive, allowing users to navigate fairly easily. Admin controls allow for a considerable variety of customization. Read full review Cons We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow. Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful. The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement. Read full review KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you. Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign. Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients. The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses. Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics. Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users. Read full review Alternatives Considered
It has a much, much better user interface, better customer care, and of course better pricing. This along with the fact that they were very accommodating for our use case ensured we went ahead with Appcues.
Read full review Return on Investment Appcues has allowed us to quickly deploy user help features that target specific users, audiences, even customers with very little effort. Appcues has helped gain user traction by providing helpful tooltips, tours, and other rich content, reducing the first-time user learning curve. Read full review KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system. Read full review ScreenShots