Knova KM is a full-featured knowledge management software solution for large customer service and support organizations, especially those that must handle complex queries across channels in industries such as high tech, telecommunications, financial services, and the IT help desk. It was supported by Avolin, the company created from the sale of Aptean Vertical Business Applications to ESW Capital in 2018, and is now part of IgniteTech.
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Zendesk Guide
Score 8.7 out of 10
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Zendesk Guide is a smart knowledge base built to help support teams continuously improve content, keep it up to date, and serve it to customers.
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
[Zendesk Guide] is well suited for any telecommunications company, especially in a work from home scenario. Zendesk Guide is basically an incentive for employees to not slack off and continue to provide excellent skills and services they were trained to do. The application is not necessarily appropriate for business's that don't utilize over the phone or web chat interactions.
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.
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.
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.
The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again
Freshservice also provides similar features to Zendesk Guide, however, I believe that it is not as good as Zendesk Guide. For example, in Freshservice, manageable and visibility permission can only be set at the folder level and not at the article level. Also security permission in Freshservice cannot be created from tags. This mean that without API calls or integration, admin has to assign employees to the specific manageable and visiblity permission group which is inconvenience and extremely manual. In our company, when there are more than 10 movements in a day as well as many employees hired and left in a month, doing this manually is not preferable
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.
After the community came to us and we redesigned and made it more SEO-friendly and performance-efficient, its engagement increased by 30-40% in 1 Year based on different factors.
It has returned the Invested money in best way possible and given the product a global name by distributing the queries and solutions to lakhs of community users.
Increase in Page views by 32% in 1 year
Increase in Community visits by 29% in 1 year
Increase in Average Member online time by 54% in 1 year
