Front vs. Knova

I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Incentivized

We expereienced an upgrade by Aptean in March 2014 and it actually created issues with our interfaces to Word and well as performance issues. As of November, we have most of the performance issues resolved, however our interface with Word is still not working. It takes alot of upfront work to convert with Word and with the upgrade that was affected. Authors are still frustrated with many issues in the formatting and editing of existing data. A vital tool to update the product home pages has not been available except for sporadic late night periods since the upgrade in March. Overall, many authors are not happy with this knowledge management tool

• Even if you are just trying to compose a single email, Front gives a smart system that has options such [as] organized templates, tags, alerts, [and] changing your outbound dpt email.
• Tasks- with Front you will not miss any interaction. When you are required to get assistance from a coworker, you only need to mention him/her and that notification will appear automatically in their inboxes.
• Smart Notifications- sometimes we are just overwhelmed about the several notifications on our devices that we tend to miss some of them, but Front offers a new way to notify every email, discussion, mentioning, or tag that you really would not want to miss.

Incentivized

• Aptean offers simple access to Knowledge Management for our Clients, Customer Support teams as well as internal support teams. Allows our knowledge management team the ability to provide consistent and up-to-date processes and troubleshooting tips for our associates as well as ADP Clients.
• Aptean provides an easy to use user interface with tools for authors that mimic Microsoft Word (Cut, Paste, Spell Check, Bullets, Indentation etc). It also provides an easy to user user interface for our associates in accessing the Knowledge Management solutions. The Search tool is very powerful and allows the users quick access to the information they need!
• In the more than 3 years that we have been using Consona/Aptean, we have had very little down time. This is important to our authors as well as end users in being able to access the information. Allowing the authors the ability to update the information in near real time is another key feature of keeping our information current.

• Their integration to Salesforce is lacking. As the owner of our productivity tools and how they are used, I have very little control over what things to enforce, or even change what objects are available. For example, we don't use Cases in Salesforce but with the Salesforce integration the Cases object shows up. There's no need to have that there. I've heard there is a roadmap improvement forthcoming.
• One of our uses is for our sales development reps to prospect with visitors. Because of the high volume of inquiries it's difficult for our reps to efficiently manage all their follow ups. It would be nice if we could run a "scheduled campaign" where a predesigned cadence of email follow ups can be sent automatically. To be clear, they do have a scheduling capability, but it just can't be used as a prebuilt option.
• Integrations to other systems require you have a user account to those systems. We have SSO and therefore we don't always have a user account. For example, out integration to Jira uses SSO so we don't each have individual Jira logins. This is an outage for us.

Incentivized

• We have experienced some slowness with importing pictures into our Aptean application. While they do eventually complete, it is very timeconsuming when several images are needed. Definitely tries our patience, or consider not including them at all!
• Some of the formatting issues transfering our information from Word to Aptean are still challenging and require too much manual intervention than necessary.

We are very happy with Front and don't anticipate changing

Incentivized

Many business units are using the Aptean product for knowledge management and a change now would be too crucial to the processes that the associates are becoming familiar with using. We have spent a lot of time promoting our Aptean Knowledge Management tool and interfaced it with our call tracking system.

It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.

Incentivized

The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.

Incentivized

This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.

Incentivized

• Saved our executive team considerable amount of time chasing support questions through different channels.
• Gave our team clear accountability for who was lead on a support issue and how to escalate.
• Customer regularly say our support is the best in the industry.

Incentivized

• Increased Employee Effciency adding ability to look up processes and troubleshooting tips is invaluable.
• Ability to share information with our Client Facing interface, which results in better customer service. Encouraging ADP associates and clients to become more self sufficient is what we're all about!
• Ability to keep the information current with the effciency of the product.