Likelihood to Recommend
If you have a fully customized cms and have people working on the site with html and css knowledge this is the best tool ever, all specifics can be checked. Using ab tests and optimization services we identify best practices of the website and everywhere the best practices aren't implemented we find using the custom checkpoints. Aspects that cannot be automated via a quick IT solution is turned into a checkpoint and that's great!
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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 Ensures quality and consistency of content implementation across distributed teams and markets. Quick and easy content updates across global digital ecosystems. Custom checkpoints to identify, highlight and manage business updates across multiple websites (e.g. product detail, terminology, customer messaging, brand updates) 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 It would be helpful if the Issues page under Website showed the WCAG level for each issue (A, AA, AAA). You currently have to look up the guideline to find the level. There is no indicator that a page is currently being scanned. During a website scan, some of the reports are blank or missing information. Having a notification on the main page showing which websites are being scanned would be helpful. Some ADA compliance items are left off, such as keyboard navigation, tabbing, etc. It doesn't view the websites on mobile devices or if using a screen reader. Some pages or formatting changes depending on resolution. The DQM, from what I have seen, doesn't account for that. 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 Likelihood to Renew
We've seen competitors, they're not doing as well of a job as dqm is. It's a wonderful tool and there a huge opportunities for crownpeak
Read full review Usability
I had a small learning curve in order to become fluent with the platform as it doesn't work like the other automated accessibility tools that I've used. However, once I was up to speed, I like it better than any of the other tools and find the data more useful, digestible, and relevant.
Read full review Reliability and Availability
Haven't had issues accessing the dashboard when needed.
Read full review Performance
No issues with speed and performance
Read full review Support Rating
Online support [is] always quick to reply and usually [has] a fix ready and implemented within hours. Regular catch-ups with Account Managers [have] ensured that issues are addressed even more quickly, with the ability to see the results within days following a re-crawl of the sites. Suggestions for improvement are always taken on board.
Read full review Online Training
Product is straight-forward but the training was helpful and beneficial
Read full review Implementation Rating
Ensure that you are ready with a solid process to address issues
Read full review Alternatives Considered
Crownpeak Digital Quality Management (DQM) has all the tools in one dashboard for all possible needs of a website to resolve SEO and other issues. Whereas
is more of searching for the right plugin to assist in finding all the issues you might have a need to address.
Read full review Scalability
haven't had issues accessing when needed.
Read full review Return on Investment When driving Customer Care, it was great to be able to add the Autofix tool to the web estate - a quick-win that really drives the accessibility agenda. Building reports off the back of DQM gives senior stakeholders an understanding of the importance of usability and accessibility. The gamification of league tables highlights to stakeholders the areas that need focus and budget in order to improve. 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