Gainsight Customer Communities is a centralized destination that brings customers, resources, and products together. The hub helps users to engage, retain, and delight customers by unifying customer resources, leveraging dynamic search and AI capabilities, building an influential user community.
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Verint Knowledge Management
Score7.9 out of 10
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Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verint KMS is great for organizing content by categories for different teams and by different topics. It is easy to search and the Related Content makes moving from one piece of content to the next relevant piece quite easy. On the authoring side, the ability to schedule publishing or expiration is very handy. It is also really easy to make edits and have content ready and published for readers quickly. Verint's KMS isn't well suited if your users wish to be able to organize their favourited content or if you need a wide-range of options on the authoring end of things.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CC is very versatile and easy to update in the areas they provide for customization. There are still some limitations that surprise us, but I really we are pleased with the ability to make changes on the fly. Overall we are able to accomplish what we desire to accomplish, and appreciate how user friendly it is
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.
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 are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
