Gainsight Customer Communities vs. Verint Knowledge Management

A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.

Incentivized

Verint Knowledge Management is a great option to consider when an organization is trying to streamline the accessibility of information or knowledge bases available to their employees. Call center agents will love to have all information that is relevant to their phone call easily available to meet the needs of their clients on the other end of the line.

Incentivized

• They provide a ton of materials on best practices in setting up and using their platform
• They provide materials on how to provide an exceptional customer experience, with podcasts, webinars, and blogs.
• They support their community and walk the talk, so to speak in engaging their customers with each other.

Incentivized

• The tools to submit and manage user feedback are very effective - they help us respond quickly and interconnect the feedback to the applicable content.
• The end user experience is clean and feels familiar, making it optimal to support a group of people who generally have never experienced a KM application before.
• Our audience responds well to our ability to insert images, GIFs, videos, PDFs, and more into our content.

• Analytics; too much trapped behind APIs
• Permissions; tends to be all or nothing
• Text editor (outdated) + flat topics (give us threaded!)

• The authoring side could be improved with additional options for fonts and easier formatting for table content. I have issues with trying to add colour to one portion of a table and not the other, so I have to resort to creating in Word first and then copying over to Verint. There is also no option to create steps in one row and the next step in the next row. I end up just adding 1., 2., etc. manually.
• Many users would like to be able to organize their bookmarks into folders and the system doesn't allow this. Many have taken to creating bookmark folders in Microsoft Edge instead.
• There were a few bugs that went on for a few months that made the initial launch of the KMS more difficult for the users and on the authoring side. The issues were with how the search results came up and what displayed for related content. It wasn't the best first impression for our agents using the system while on calls and made it more difficult. The issues were fixed after a few months of use.

Incentivized

Knowledge is an exceptional tool that has solved a gap to reduce the training time of new associates and promote knowledge retention

Incentivized

I gave Gainsight Customer Communities this usability rating because, in my experience, Overall the Gainsight Customer Communities is intuitive and easy to navigate and use

Incentivized

Verint KM has many features that - when used the 'right way' can expedite search, content usage, and maintenance. Unfortunately, not all end users want to be bothered with 'the right way' and are looking for simplistic and predictive options (which any KM solution would be hard-pressed to deliver).

The support and development teams for Knowledge are exceptional. They are attentive and truly care about the experience of their customers and their goals

Incentivized

This was the simplest integration of software I've ever experienced.

Incentivized

Gainsight was the best combination of features, service, and price. HL/Vanilla ultimately did not impress, and Khoros was more effort than our small team could manage

Incentivized

All of these tools were very useful and practical. For our decision, it came down to understanding our core audience - we determined our average associate was largely unfamiliar with call center and office work in their prior work experience, and as such they would not have previously worked in a KM application before. To help adoption, we sought the solution with the simplest and most familiar interface, and based on internal focus group feedback, that was Verint KM Pro.

• We've had a ton of positive direct customer feedback with regards to the Communities; a lot of them are very happy with the implementation and features it provides.
• We have lots of customer interactions with both our colleagues as well as other customers and that has shown to lower support outreach in cases where customers normally would have opened support tickets.

Incentivized

• Content is easier to keep up to date and publish on an urgent basis.
• Some users love the system, while others still find it difficult to find the information they need and miss the former guides we used. I think this is a result of the system issues that persisted for a few months after launch and will hopefully improve with time.
• Users love being able to submit feedback and it makes it easier for errors, missing information and out of date information to be caught and fixed.

Incentivized