IT Support Transformed by 'Answers' (our Bloomfire KB)
April 20, 2021
IT Support Transformed by 'Answers' (our Bloomfire KB)
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bloomfire
We use Bloomfire as our knowledge base. Our campus community uses public content to look up and find answers to their technology questions. We also have a private group with posts for IT Techs only.
Bloomfire enables us to:
1) provide consistent support -- using Bloomfire posts to respond to customers, helps our responses to be the same or similar regardless of the technician.
2) allows 24x7 support -- our customers have access to Bloomfire posts regardless of our Help Desk service hours.
3) training - using Series, we can create lists of posts to use for position training and new employee onboarding.
Bloomfire enables us to:
1) provide consistent support -- using Bloomfire posts to respond to customers, helps our responses to be the same or similar regardless of the technician.
2) allows 24x7 support -- our customers have access to Bloomfire posts regardless of our Help Desk service hours.
3) training - using Series, we can create lists of posts to use for position training and new employee onboarding.
- Ease of use -- Even non-technical people can create posts providing department-specific information and instructions.
- Built-In analytics -- Allows reporting to management [with] relatively little work.
- Bulk updates -- invaluable for changes in personnel and curation.
- Their customer service has been outstanding.
- Customizing the site to our brand required coding.
- Possibly optimizing the search -- we find users getting too many results.
- Configuring automatic curation so authors are notified of stale content.
- Content bulk change -- this would be helpful when a link changes or a product is updated.
- Reduction in support staff.
- Customer satisfaction -- customers can get answers 24x7.
- Preservation of intellectual property by creating posts with steps and information that can be shared.
- New employee onboarding.
Do you think Bloomfire delivers good value for the price?
Yes
Are you happy with Bloomfire's feature set?
Yes
Did Bloomfire live up to sales and marketing promises?
Yes
Did implementation of Bloomfire go as expected?
Yes
Would you buy Bloomfire again?
Yes
FootPrints (our ticketing system) has a KB tool. We have found FootPrints is difficult to use both for authors and customers and configuration is challenging. Its biggest advantage is that it can integrate with our tickets, something Bloomfire cannot do. Still, that integration is not helpful when our users can't find what they need.