The good part of this tool is it's handy to efficiently manage inbound employee inquires, which helps us to handle them efficiently. Review collected by and hosted on G2.com.

Repetitive quires or common quires can have a chatbot which would help the HR not to take up repetitive queries. Review collected by and hosted on G2.com.

Its interface is quite easy for me to use at all times, the ease with which I can create and edit the medical records of my patients is something very practical when going through my consultations in my office, in fact, this has allowed to carry out the control of my patients in a much more organized way, in terms of performance it is quite fast and efficient, and in fact, another thing that I like a lot about this application is that it works perfectly on any type of device. It has been quite practical to make my queries virtually. Review collected by and hosted on G2.com.

It does not have any control mechanism or option to generate reports which if I find it something quite disappointing, especially because these metrics would help me and support me to carry out the morbidity of my patients in a much safer, more practical and efficient. Review collected by and hosted on G2.com.

The data you can gather and use to help determine where resources are needed or gaps in knowledge are in the workforce. Also the workflows you can create within system. It helps our growing company that is sprawled across multiple locations work seamlessly to the employees. During COVID-19 when HR staff went remote Dovetail became utilized much heavier and even became a main tool of the unfortunate reduction in force process we had. it helped get those impacted employees their answers quick and documented.

The support when I have to reach out is also typically great. This is a huge plus as I manage multiple systems and when the support is not helpful it makes things much harder. Review collected by and hosted on G2.com.

Building reports I find a bit tricky still to get exactly what I am looking for. It takes quite a bit of time of trial and error and even then I normally have to still reach out to support for assistance.

I wish there was a way to only receive email notifications for particular queues you are a part of instead of every queue you are a part of. Or a way to only receive notifications when you are assigned or attached to a case. With how some of our workflows and teams utilize Dovetail this type of feature would be useful. Review collected by and hosted on G2.com.

+ The overall level of support

Through the Dovetail self-service Portal I am able to raise a case at any time, whether I just have a question about system configuration or whether there is an issue that is affecting system availability or usability. The team are always quick to respond and to help me to reach a resolution. I also really appreciate how easy it is to set-up a call with the support team if a matter needs urgent resolution, or more detailed conversation to arrive at a fix.

+ The constant evolution and development of the platform

Over the past couple of years, we have seen a string of new features being introduced that make a huge difference to the experience of our Agents and our Employees. I love how there is a road-map which lays out future developments and upcoming features, but above all, that the suggestions we put forward to Dovetail are listened to and acted upon.

+ The Dovetail Team is full of genuinely nice people

I enjoy working with Dovetail, whether I am speaking to Kane (COO), Dwane (VP Customer Experience) or Blake (Global Support Lead), I've always had a consistently great experience. I appreciate the prompt responses, the recommendations and suggestions, and the help with finding solutions to the complicated questions that I ask! Thank you! Review collected by and hosted on G2.com.

- There are some limitations to customisation

As would be expected with any system, there are some situations where you come up against a hard stop. Whilst these haven't been all too common, there are situations I've found where there are goals or outcomes that I can't achieve with the system. These may not be features that other Companies need, so it might be more due to the complexities of how our own organisation is set up, or down to us using the systems in ways that it isn't meant to be. However, that isn't to say that these features aren't being worked on for future releases!

- Reporting can be quite difficult at times

With a large employee footprint we receive thousands of interactions every day, so it's important that we're able to see key metrics and data linked to our performance and throughput. The reporting suite is extensive and contains a lot of very useful pre-built reports. But I have found that sometimes the deeper you need to dig, or the more specific the question is, the harder it can be to get to the answer. With the right tutoring and support, it is achievable, but has quite a steep learning curve. Review collected by and hosted on G2.com.

The application is intuitive and easy to use. Typically, once we've demonstrated the application to our users they don't take long to pick it up and become autonomous. Review collected by and hosted on G2.com.

There isn't much I can think of here. Support and development is good. Review collected by and hosted on G2.com.

The system is extremely customizable so can be set up exactly how your organisation requires Review collected by and hosted on G2.com.

The reporting side is missing some key fields which require workarounds Review collected by and hosted on G2.com.

It is simple in feature with excellent feature. the system of tagging is very user friendly. and it also very clear, simple design are present. the customer services is very user friendly.it is very to marking a transcript. and I am also able to synthesise the useful data easily. Review collected by and hosted on G2.com.

It takes for settings up a new project. in this application many features are not present like cross project search, admin right etc. subgrouping is a big problem in this app. sometimes it takes to started to getting your notes . Review collected by and hosted on G2.com.

I like that it is very easy to use and easy to configure. The support team ROCKS and is always very helpful and available. Review collected by and hosted on G2.com.

Frankly, we have been waiting for some common functionality for a very long time. Specifically the SLA module has been talked about for a couple of years and now the new user interface is delayed being released. Also, a common functionality of being able to place a case "on hold" as opposed to closing is still pending release. Review collected by and hosted on G2.com.