Name: Enghouse eKMS
Author: Enghouse

Call Center Workforce Optimization

Help Desk

Web and Video Conferencing

Customer Support

Functional Testing

Kubernetes Monitoring

Development

Business Intelligence (BI)

Collaboration

Enterprise Content Management

Integrated Workplace Management (IWMS)

PDF Editors

Privacy Policy Generators

Enterprise

Accounting

Accounts Payable

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Cloud Storage

Complex Event Processing

Composable Infrastructure

Data Collaboration

Deception Technology

Fraud Detection

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

LAN Switches

Network Performance Monitoring

Remote Desktop

Robotic Process Automation (RPA)

SaaS Backup

Service Desk Outsourcing

Software Asset Management

Storage Management

Telecom Expense Management (TEM)

User Virtualization

Vector Databases

Web Scraping

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Advocacy

Digital Content Creation

Email Deliverability

Email Marketing

Employee Advocacy

Headless CMS

Marketing Automation

Referral Marketing

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Field Sales Software

Government Contracting

Social Commerce

Sales

Secure Access Service Edge (SASE)

Security

Awards Management

Card Management

Dealer Management

Healthcare Learning Management

Investment Portfolio Management

Medical Scheduling

Retail Analytics

Text Analysis

Vertical-Specific

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Cutting-edge Solution: Users have found Enghouse eKMS to be a cutting-edge solution that effectively unifies online knowledge base and community forum management. Several reviewers have expressed their satisfaction with the advanced features and capabilities of the software.

Ease of Use: Many users appreciate the user-friendly nature of Enghouse eKMS, finding it intuitive and easy to navigate. They have mentioned that tasks can be accomplished effortlessly, making everyday applications seamless and efficient.

Excellent Customer Support: Numerous reviewers have praised the customer support provided by Enghouse eKMS. They describe the support team as attentive, knowledgeable, and always extremely helpful. Users appreciate the quick response times and feel confident in reaching out for assistance whenever needed.

Lack of Phone Support and Knowledge Base: Several users have expressed frustration over the absence of phone support and a comprehensive knowledge base. These limitations have left some users feeling unsupported and unable to find quick solutions to their questions or issues.

Compatibility Issues with Windows: For some users, the software's incompatibility with Windows has been a significant drawback. This limitation has hindered their ability to fully utilize the software on their preferred operating system, leading to inconvenience and potential workflow disruptions.

Difficulty in Getting Started and Navigating: A few users have found it challenging to get started with the software and navigate its features. They have required assistance from others due to a lack of clear guidance or intuitive interface, which has slowed down their learning curve and initial usage experience.

Enghouse eKMS has proven to be a valuable tool for optimizing customer experiences and reducing support costs. Users have found that the software offers a customized solution, allowing them to easily keep important information accessible to their customers. The fast and user-friendly search function has been particularly praised by reviewers, as it enables users to quickly find the information they need.

One key use case of Enghouse eKMS is its ability to streamline knowledge base management for users with limited resources. Users who may not have the time or personnel to dedicate to extensive content management have found that this software allows them to efficiently manage their knowledge base without compromising the user experience. Additionally, the Safeharbor support team has received positive feedback for their exceptional service, including training during conversion, helping users improve their sites, and promptly addressing any questions or concerns.

Customers have expressed satisfaction with the pricing of Enghouse eKMS, finding it to be a cost-effective solution that delivers great value. Many users have reported that this software has significantly surpassed their previous knowledge base solutions, indicating an overall improved experience. With its customizable features, efficient search function, and responsive support team, Enghouse eKMS has proven to be a reliable and effective tool for optimizing customer experiences while reducing support costs.

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

Enghouse eKMS

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Enghouse

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.