Panviva

4.6
(45)

Panviva is cloud knowledge management made simple.

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Panviva review by D.D. F.
D.D. F.
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Phenomenal product "

What do you like best?

The goal of Panviva is for the client to be self-sufficient and they have built the product with that in mind. It is intuitive to build, support and use.

They have created help guides within their software and have thought of almost everything that a call center would need.

What do you dislike?

I cannot find much to recommend for this product. Maybe if they could consider integrating a agent- reporting tool to allow agents to send messages to their supervisors about calls that would benefit from a follow-up ( KUDOS tracking or issue resolution).

Recommendations to others considering the product:

While this software is ideal for call center agents, organizations can benefit from delivering information to their employees with this tool; making it multi-functional across the organization.

What problems are you solving with the product? What benefits have you realized?

Being able to put the information at the fingertips of the employee is key! They have minimized "waste" by removing laborious searching.

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Panviva review by Vikki C.
Vikki C.
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"Process and knowledge management nirvana"

What do you like best?

I love the flexibility and the near real-time updates. Our processes change fast and Panviva means the changes are reflected as quickly as I can type them. I don't have to email everyone about process changes anymore. I've set up the push notification to send automatically.

What do you dislike?

We've been using Panviva for about 18 months and I am still on love with it. If I wanted to improve something, it would be a 'search within a page' feature and that's because I want to keep all our FAQs on the one page but in different tabs based on the system they apply to.

Recommendations to others considering the product:

Commit the resources to get it right the first time.

What problems are you solving with the product? What benefits have you realized?

We used Panviva to change from an onshore based 8-5 Monday to Friday helpdesk to 8am-10pm 7 days a week helpdesk manned by offshore staff outside of business hours. We have taken our 60 or so complex process documents for about a dozen systems and rationalised them into simple tasks. Productivity has increased and complexity has been reduced.

What Knowledge Management solution do you use?

Thanks for letting us know!
Panviva review by Jacqui S.
Jacqui S.
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Verified Current User
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Panviva in a contact centre"

What do you like best?

I love that it stays on top, and takes up only 1/3 of the screen. This means that it is not invasive, which allows our users to be able to complete the work in their programs at the same time that they are following the work instruction. No toggling between programs. It also means that it is faster and easier for them to perform their tasks. Lower AHT, and higher quality results. It makes training faster, and our speed to competency shorter.

What do you dislike?

The fact that I cannot make a link to a different document open in a new window. Not having to continuously hit the back button to get to where the users need to be would make linking to secondary documents so much easier. The back button also does not work properly if you have a secondary window open, which makes it even more difficult.

Recommendations to others considering the product

Make sure you have strict Styles and Standards documents, and people who know how to author content in the best way for your users. Do it right the first time. Do not think that anyone can author content, and layout a KMS. It is a skill.

What business problems are you solving with the product? What benefits have you realized?

We have shortened our speed to competency from 9 months before we started using Panviva, to 3 months today. Or people make fewer errors, have less rework to do, and are able to help themselves more. This has reduced our requirement for floor Support, and reduced our training time. All of this making our employees happier, as they can take ownership of their own role, and feel competent faster. It makes our stakeholders happier, as we are saving money.

Panviva review by Christopher M.
Christopher M.
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"Great product, but the initial stages can be cumbersome "

What do you like best?

We are just programming it now, but it's going to help our team navigate through our processes much easier.

What do you dislike?

I think the biggest downfall is that it takes a lot of programming on the front end. We are an extremely lean and busy department so it can prove to be difficult to have the right resources to program all of the material. I would like to see a team that would be able to program everything for us, but I know that would be much more costly.

Recommendations to others considering the product:

Make sure you have the resources to program the system. If you are a small organization I would recommend looking into possible consultants that could complete the writing process. We did, but it wasn't cost effective for us.

What problems are you solving with the product? What benefits have you realized?

We haven't started using the finished product yet, but we anticipate it being able to shorten our calls by providing our team with an easier way to answer questions. We now use a system that is antiquated and not user-friendly and this will change that for our team.

Panviva review by Larry B.
Larry B.
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"A one stop shop that clears the clutter and generates early confidence while increasing efficiency"

What do you like best?

All of my resources and processes are in one centralized location. I no longer have to remember which resource program or email something I may need to use for work is sitting in. I can go straight to what I need in seconds by clicking or typing in a search.

What do you dislike?

We've had request for more LMS style capabilities. SupportPoint is not an LMS program but if we could have the ability to report on missed question results at the single question level our departments would also begin using the training question capabilities of SupportPoint at a much higher level for all training.

What problems are you solving with the product? What benefits have you realized?

We've solved the issue of having to spend large amounts of time searching for information. One of the big benefits we've seen is a reduction in training time. On average departments have reduced training time by 25-40%. One department found they were able to reduce training time by 66% resulting in new frontline employees functioning at 100% two months ahead of schedule.

Panviva review by Jennefer  R.
Jennefer R.
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Verified Current User
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content

"Most organized and helpful tool "

What do you like best?

Panviva is easy to use, it is a one stop shop! It carries all the information we need and use on a daily basis, very easy to locate what you are looking for. Our department is very fast paced and updates are constantly changing but with Panviva we are always on the same page and updates are received in a timely manner. Last but not least, everyone at Panviva is awesome! Very helpful and great to work with!

What do you dislike?

One thing I would change would be to automatically save any updates added to the homepage, having these updates automatically switch over to an archived folder will save a lot of time when we constantly update information.

What problems are you solving with the product? What benefits have you realized?

Training time has been cut drastically, what use to take 6 weeks to learn is now being taught in less than a week!

Panviva review by Matthew d.
Matthew d.
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Verified Current User
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content

"An intuitive tool to store business knowledge into"

What do you like best?

That we now have a growing database of knowledge for our operational teams, providing staff with an organized and simple reference for their day-to-day tasks.

What do you dislike?

I wish the 'Overview' format can be a Side Window! Our references and the current Side Window (top tabs) format are not sitting well with each other, so the side-tabs format would be awesome.

What business problems are you solving with the product? What benefits have you realized?

People now have a singular reference where they can ramify their processes as fit, removing the tendency to have multiple approaches on a single process. This has reduced processing questions within the areas of the business that use Panviva/SupportPoint.

The other benefit is that the business can now store knowledge that used to exist in different folders, in different formats, and in emails onto one database which makes it easier for everyone!

Panviva review by Leanne H.
Leanne H.
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Verified Current User
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"Convenient way to look up and follow procedures."

What do you like best?

The simplicity of finding procedures and references. Our call center uses it for everything from maintenance changes, to transactions and interoffice procedures. Our retail staff has also implemented the use of it and can easily find what they need while assisting members face to face.

What do you dislike?

I enjoy using the system and find it helpful. I also write some of the procedures and enjoy being involved with the Panviva project here at Central One.

What business problems are you solving with the product? What benefits have you realized?

Our call center agents have benefited by following procedures for transactional inquiries as well as maintenance inquiries.

Panviva review by Margo  P.
Margo P.
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content

"Source of truth and central location for Policies & Procedures and dekstop workflows. "

What do you like best?

SupportPoint provides step by step instructions allowing agents to successfully respond to our member’s inquiries by consistently providing accurate information on every interaction. This allows our Agents to rapidly access information by using the search function or using Quick Links.

SupportPoint is also a very useful system for training, testing, reporting and for Alert notifications.

We recently added a QA Alerts Quick Links to our Homepage. This allows our Quality Assurance (QA) Team to address any issues they identified when completing monthly audits. Our goal is to stop the issues as they happen and improve quality of work coming from the Agents and improving overall audit scores.

What do you dislike?

I wish we were able to upload GIFs to SupportPoint. I need new images to attract the Agent's attention when a new document has been updated or a HOT Topic has been added.

Recommendations to others considering the product

SupportPoint can be used in various Departments company wide.

What business problems are you solving with the product? What benefits have you realized?

First call resolution has increased because Agents have real time information that is loaded into the system and agents receive notifications when items change to stay up to date with all business requirements.

Panviva review by Administrator in Broadcast Media
Administrator in Broadcast Media
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Verified Current User
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content

"Knowledge Management Solution for the Call Centre"

What do you like best?

SupportPoint really is designed with the call centre in mind; the widget-style interface delivers essential information without taking up too much real estate, and the pages are quite flexible in terms of different templates, while image mapping allows you to create graphical user interfaces. We've also noticed continual improvements from Panviva with each release, including increased platform stability.

What do you dislike?

The backend for authors looks great, but unless you're an expert it can be tricky to figure out where to perform various functions. In terms of functionality, I'd say that SupportPoint covers off the main functions you would expect to find in a knowledge management system, bar a few which I think are on Panviva's roadmap. Although functionality suggestions are welcome, it would be ideal to be able to submit enhancement requests and see their progress on the roadmap.

What business problems are you solving with the product? What benefits have you realized?

SupportPoint allows you to distribute vital company information to call centre agents across the globe. It's a key training and knowledge tool, and new staff in particular rely on it. It has also helped to monitor compliance against business rules and it plays a crucial role in rolling out large changes or initiatives across the call centre.

Panviva review by Christine K.
Christine K.
Validated Reviewer
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content

"The tool works great when you have the right team creating the content"

What do you like best?

SupportPoint is simple to write for and even easier to use. It's collaborative and encourages/requires teamwork and a shared value of creating high-quality, simple and direct content in order to be successful.

What do you dislike?

How often the cloud is unavailable and we have to rely on backup documents. It happens more than once or twice a month. Some of the features in the author tool are glitchy, like the Undo and Redo buttons or losing full lines of text when only parts of it were selected/desired to be deleted.

Recommendations to others considering the product

Make sure you choose the right people to write and edit the documents within your own organization if you go in that direction. The training is comprehensive but simple and logical to follow, but if your team is resistant to adopting the SupportPoint style (or there is no quality monitoring method separate from the team) then you quickly lose the benefits of using SupportPoint over other documentation methods.

What business problems are you solving with the product? What benefits have you realized?

It helps us utilize new call center employees quicker because the documents are easy to follow and help reps do the right thing and give the correct information much more accurately than without them.

Panviva review by Lisa A.
Lisa A.
Validated Reviewer
Review Source
content

"An amazing tool that any contact center should have"

What do you like best?

What is not to like? I love that Panviva is real time, we can update the home page or a document and as soon as it is published, the agents know something has changed. I love being able to help the agents give correct and consistent answers across the organization. The feedback option and the additional notes the agents can keep for themselves is also a big win to the team.

What do you dislike?

The only thing I wish that we can add is the ability to send feedback to different email addresses based on the roles of the user. E.g. is the user is in claims we would want the feedback to go somewhere different than where it goes for our member services.

Recommendations to others considering the product

Look at a demo and talk with some companies who have implemented this amazing tool- this helps speed up training and providing answers to the end users with details anyone can understand!

What business problems are you solving with the product? What benefits have you realized?

Handle time has decreased dramatically as the agents now are able to look up something with a keyword, go to their favorites or use a quicklink- by implementing Panviva we now have a centralized location with accurate information for any of the users.

The reporting tools are also amazing when reviewing documents as well as preforming QA.

Panviva review by Thomas C.
Thomas C.
Validated Reviewer
Review Source
content

"A tool that really delivers on it's promise"

What do you like best?

Panviva is a great solution if your business struggles with high staff turnover, complicated business concepts, or with your staff delivering a consistent, accurate experience to caller's inquiries. Health Insurance is complicated these days, High deductibles, coinsurance, referrals, explaining complicated benefits, etc. Combine that struggle with the fact that the average call center has a tenure of eighteen months, This combination made it very challenging to have a staff well equipped to always be able to answer customer's questions in an efficient and accurate manner. Panviva helped us develop a system where answers were very easy to find for both new and tenured staff. This helped us increase staff accountability, staff satisfaction, and allowed us to deliver a consistently accurate and customer focused response to all inquires. The tool was easy to administer, helped us reduce our handling times, and allowed us to reduce staff. The tool paid for itself within a few months. The service, training, and responsiveness of the Panviva team when questions arose was outstanding. I truly have only glowing words about this tool. It delivers on everything it promises to do. It really can be that easy.

What do you dislike?

I have no complaints, As stated above, the tool and the Panviva team were great to work with,

Recommendations to others considering the product

Consider working with them to see how they can help your business. They can show you how to simplify the experiecnne and help you deliver a great experience to your customers.

What business problems are you solving with the product? What benefits have you realized?

Once we launched the tool, we were able to increase first call resolution because staff were delivering a consistent answer and we were able to reduce handling time because all the material was housed in one central location. We were able to reduce staff with a few months of launching the tool and increase satisfaction because staff felt more confident with the answers they gave to caller and callers were getting the answers they needed during the first call.

Panviva review by User
User
Validated Reviewer
Verified Current User
Review Source
content

"Simplifies the process of accessing knowledge when you need it."

What do you like best?

Panviva allows organizations to create a source of truth that is easily shareable throughout teams within an organization that need it.

What do you dislike?

As with any solution, there will be things that aren't exactly as you would have it be or might be used to. One example is that you can't use right click to copy/paste (have to use Ctrl C/V). A minor thing to adjust to, but annoying at first.

Recommendations to others considering the product

Be mindful that authoring and maintaining content, while very user-friendly, does take a significant amount of time. If possible, I'd plan to devote a significant resource to implementing and supporting the tool.

What business problems are you solving with the product? What benefits have you realized?

Access to knowledge that is current and true for our call center agents.

Panviva review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Panviva in the work place"

What do you like best?

The color coding tables [quick links grid]

The ability to hide an unfinished page

Storage capacity

What do you dislike?

how many tedious clicks I have to do. For example, I can't just copy and paste something from the table that allows color. I have to physically open up the individual table cell and edit. It's not an efficient process.

Recommendations to others considering the product:

I think it would make a huge difference if a few minor tweaks were made, such as making the color-friendly table a lot more user-friendly. I think a few more basic functions would be great like font option, size, etc.

Also, when I upload something it's automatically hidden, and I have to go to the status, turn it to 100%, and then it will be view-able. I think having it view-able to begin with makes more sense, with the option to hide it. It's just another tedious step I have to take.

What problems are you solving with the product? What benefits have you realized?

We use it as a product database as well as work instructions. It's fantastic because having our products as well as 'how-to' stuff all on there saves a ton of time when dealing with customers.

Panviva review by Kartini D.
Kartini D.
Validated Reviewer
Review Source
content

"Fantastic Tool"

What do you like best?

I love the ability to have links and quick and easy reference guide in one small window.

What do you dislike?

It will be fantastic to have it as an App and as well as allow mroe features such as notification response via email should have more ability to have more information place into the email subject so the user will be able to read straight away if they dont have the application open.

What problems are you solving with the product? What benefits have you realized?

We have placed alot of ideas to Panviva and awaiting on some of the features to be created to cater own needs in our department.

They have been very helpful in relation to have things resolve. and working with our IT to solve alot of situations that have occured throughout the time we have been using this in a timely matter.

Panviva review by Administrator
Administrator
Validated Reviewer
Review Source
content

"There are many benefits that Panviva has provided to the Customer Service team."

What do you like best?

One source for all information with consistency and accuracy has helped reducing error rates, increasing confidence, improving first-call resolution, break down the processes into the easy to follow instruction. Love: the "float on the top" application, the pop-up, the feedback feature, and the link to email, other document, external site...

What do you dislike?

As an user, there is not really anything that I dislike about Panviva.

As an author, I get a little frustrated at times that it takes a lot of time to complete all the documents for each call type.

Recommendations to others considering the product:

Should have a full-time dedicated author/administrator for Panviva Support Point system.

What problems are you solving with the product? What benefits have you realized?

Panviva has helped to solve these problems: one source for all information (no conflicting information and decreasing the time spent to search for information), improve first-call resolution, improve the quality monitoring process, improve the new hire training time, increase staff confidence, reduce error rates.

Panviva review by Heidi B.
Heidi B.
Validated Reviewer
Verified Current User
Review Source
content

"A professional organization's dream!"

What do you like best?

Prompt and immediate updates to every user! The system is designed in a way to help the user seamlessly navigate any process they are performing. When we have a change to a provider scheduling preference, every user has the information within minutes.

What do you dislike?

I haven't found a dislike! Since staff are able to suggest improvements and updates we have been able to remain current and confident in our content.

What problems are you solving with the product? What benefits have you realized?

Panviva has allowed our large organization to remain consistent in scheduling rules and procedures at all times. Training time has decreased and employee confidence increased!

Panviva review by Peggy A.
Peggy A.
Validated Reviewer
Verified Current User
Review Source
content

"As an editor, i feel it is very cumbersome; as a user it is great-but needs some additional work"

What do you like best?

I like being able to have pictures to show parts and pieces

What do you dislike?

the time it takes to learn to be an editor

Recommendations to others considering the product:

Spend quality time learning to input the data in the most efficient manner. Believe the Panviva people when they recommend the amount of time needed and make sure the stake holders in the company are willing to have people spend the time.

What problems are you solving with the product? What benefits have you realized?

We are using it in place of paper file to find part #'s & Work instructions in a call center

Panviva review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"Panviva SupportPoint Review"

What do you like best?

Panviva provides end users instant access to step-by-step operational instructions organized in an easy to navigate application. The ability to instantly deliver new information to employees is critical in our ever-evolving healthcare industry and an excellent feature of the software. The authoring tool is extremely easy to utilize, making content creation a virtually painless process.

What do you dislike?

Panviva is a great application providing our organization a single, unified, user-friendly knowledge repository. If I could suggest an improvement, it would be to add the ability to author content with additional flexibility, including variables such as different font, font size, and more flexibility with graphics.

What business problems are you solving with the product? What benefits have you realized?

Panviva allows our organization to increase consistency and accuracy by providing a single knowledge repository resource for employees to utilize.

Panviva review by Zach E.
Zach E.
Validated Reviewer
Review Source
content

"Game changer for our organization"

What do you like best?

The SupportPoint solution provides a great user experience to deliver knowledge when and where it is needed. Panviva's implementation team is outstanding. They have been attentive, insightful, and vital to the success of our launch.

What do you dislike?

There is little to dislike about Panviva. I would like to see a scheduling or calendar solution. This is one of the few things that we are unable to provide our teams via this solution.

What problems are you solving with the product? What benefits have you realized?

Panviva is allowing our staff to more easily and confidently serve our membership. The member experience is better overall and interactions can be handled more quickly.

Panviva review by Randy B.
Randy B.
Validated Reviewer
Review Source
content

"Great experience so far!"

What do you like best?

Converting our procedures to Panviva was a great business decision. Content searches and just the overall content design has been a big win for our staff.

What do you dislike?

There is nothing I currently dislike about Panviva.

What business problems are you solving with the product? What benefits have you realized?

In our previous environment, document searches did not always return the best results and procedure documents were quite lengthy. We have converted one large line of business to Panviva and have received very positive feedback from our employees. Document searches are much easier and the content design makes it more efficient for the staff to walk through processes.

Panviva review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Meets our needs but could be improved"

What do you like best?

The ability to compartmentalize information is great.

The ability to track a document's edit history has really helped with audits.

The ability to control who can view/edit/remove a document has helped us make sure the reps get the information they need without confusion.

The search functionality has greatly improved since we first started using SupportPoint and helps our reps efficiently find the information they require.

What do you dislike?

The feedback system using only email is too simple for a large user base. Ideally, users could submit feedback with more context such as type of feedback, urgency and other info, and this meta-data could help receivers sort by priority. It would be nice if there was an interface within SP to manage feedback and export it to a spreadsheet format, rather than rely on email addresses alone.

We also dislike the limited functionality of the Side Window display. Our reps routinely open side windows for reference information while still using the core SP window to follow a procedure, but we are limited by the lack of left tab functionality for the side window display.

The "Active users report" in the Analytics section is a step in the right direction, but user management continues to be an issue—an "Inactive users report" would actually be more helpful I think. For administrative and audit purposes, it would also be nice to have the ability to see when a user was created / how long they've been a user, who created that user, and the history of a user's roles/permissions. Also, deleted users continue to show up in User reports.

The functionality of the Taskflow tab in which arrows always linearly point to the next task, even for branching tasks, is confusing to users and has basically led us not to use it.

Finally, more options for styles/formats when creating a document would be nice.

What business problems are you solving with the product? What benefits have you realized?

We've streamlined document creation and managing content updates so our users rarely encounter conflicting information.

We've greatly cut down on the amount of time our users spend searching for the info they need.

We've slightly cut down on training time.

We've given our users more independence without the need to stop to ask questions.

Panviva review by Ed F.
Ed F.
Validated Reviewer
Review Source
content

"Increase Rep's Competence and Confidence that reduces customer effort, repeat calls, and AHT! "

What do you like best?

Their content management expertise and partnership!

What do you dislike?

Keeping up with demand once other functional areas saw its successes. A good problem to have!!!

What problems are you solving with the product? What benefits have you realized?

Outdated, unsupported "voluminous" content that causing higher than industry benchmarks with AHT, repeat calls, hold times and escalated calls. In addition, training time, and our time to proficiency was tracking 9 to 12 months.

Post implementation results experienced...30 sec.+ reduction in AHT, Repeat calls became favorable to benchmarks given customer's increased confidence in rep's answers. Calls to mentor line was cut in half, and training time went from 8 to 6 weeks. Time to proficiency reduced to 4 to 6 months.

Allowing the reps to be involved in the process improves adoption and engagement metrics.

Panviva review by Internal Consultant
Internal Consultant
Validated Reviewer
Verified Current User
Review Source
content

"Serving up performance support in the flow of work"

What do you like best?

It is difficult to imagine how the end user interface could be better optimized for performance support than it already is.

What do you dislike?

In the workflow, lack of a built-in capability for reviewers to easily identify the changes that were implemented in the previous review of a document.

Recommendations to others considering the product

Be sure that authors are well versed in how to create superb performance support content, so that this product can be of best value to the users.

What business problems are you solving with the product? What benefits have you realized?

We've consolidated performance support content so that our users rarely encounter conflicting information.

The partnership between an author and an editor has made content creation and maintenance more efficient as well as more effective.

Panviva review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Organized and consistent information at your fingertips "

What do you like best?

Very easy to use. Provides you with the tools needed to customize the tool to your business needs. Great way to keep policies & procedures organized and up to date. Users can provide feedback to suggest updates, enhancements, or creation of new content.

What do you dislike?

Needs a built-in feature to keep track of all feedback received from the tool users, allowing the author working the requests to keep track of the work load and its progress, also generating an auto-reply to the user once their request was completed.

What problems are you solving with the product? What benefits have you realized?

Information is very easy to find allowing user to reduce handle time and deliver consistent information. Content is presented to user in a consistent manner that makes it easy to navigate. Information is in one database instead of multiple sources such as emails, word documents, PDF, Power Point, paper files, etc.

Panviva review by John Caleb M.
John Caleb M.
Validated Reviewer
Verified Current User
Review Source
content

"I have been an active Panviva Author for 5 years"

What do you like best?

Streamlining and creating best practices for the entire organization.

What do you dislike?

Not having enough employees on my team to move SupportPoint faster through the organization.

Recommendations to others considering the product

Dedicate the time initially to your builds and it will make life easier going forward.

What business problems are you solving with the product? What benefits have you realized?

Emergent/Urgent protocols and provider scheduling rules are close to be used by all Primary Care. This creates consistency and accuracy for our patients.

Panviva review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source
content

"Panviva SupportPoint Review"

What do you like best?

SupportPoint allows end users quick access to data and processes in an easy to navigate interface. From an authoring perspective, the application is easily to learn and utilize, with the convenience of real time updates.

What do you dislike?

SupportPoint does not allow any ability to customize content, such as different fonts, varied font sizes, font colors, and formatting options. The limitations can, at times, lend to difficulty in providing engaging content. Additionally, when the application goes down, there is no back up, which can have a detrimental impact on the business.

What business problems are you solving with the product? What benefits have you realized?

Panviva allows for quick access to information and provides consistency in processes.

Panviva review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source
content

"Knowledge management tool"

What do you like best?

The widget-style interface delivers information without taking up too much real estate, and the pages are quite flexible in terms of different templates.

What do you dislike?

Not being able to send feedback to different email addresses based on the roles of the user. (depending on the area they are in).

Recommendations to others considering the product:

Look at a demo and talk to other customers who are using this product.

What problems are you solving with the product? What benefits have you realized?

Quicker handling time of calls and customer queries. Look up details with keywords. One centralised place with all information for all users.

Panviva review by Lisa D.
Lisa D.
Validated Reviewer
Review Source
content

"Outstanding software creating team efficiencies."

What do you like best?

Perform all employee training on Panviva.

What do you dislike?

Getting info from others in the company.

Recommendations to others considering the product

This tool cannot be duplicated in SharePoint and many businesses think it's the same. I am not familiar with any other software that provides the Panviva tools.

What business problems are you solving with the product? What benefits have you realized?

Assuring all call center staff have consistent information on a daily basis to assure our customers are hearing the same information from all staff. We have increased efficiencies with accessing information and streamlined our training process. Love, love, love this tool.

Panviva review by Administrator
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"Panviva Customer & Training Attendee"

What do you like best?

Very easy to use and packed with custom features to tailor to your organization.

Excellent Panviva Training experience with hands on practice.

Excellent support through Panviva support email & Panviva University,

What do you dislike?

It can be expanded to have more built in LMS features to allow for creating interactive training within Panviva.

Recommendations to others considering the product

Request a demo and see for yourself.

What business problems are you solving with the product? What benefits have you realized?

Converting lengthy call center scripts, work instructions from word/PDF.etc into compact interactive documents that can be followed in a step by step visual guide with excellent editing features. Organizing your industry resources and allowing users to easily find them without the clutter of hyperlinks.

Panviva review by Industry Analyst / Tech Writer
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"My user story with PANVIVA"

What do you like best?

The best thing about PANVIVA for me is writing and maintaining work instructions and procedures. It is very fast, quick and easy to perform my everyday task as a technical writer. The internal and external links functions very well for our organisation. The administration of PANVIVA is also easy to use.

What do you dislike?

We would love more functions i.e. coloured fonts (so that we can mark up some text if needed), inserting comments would be perfect too.

What business problems are you solving with the product? What benefits have you realized?

I am managing the Knowledge management area for my team. My target audience comprises of mainly the agents in contact centres and network engineers. They refer the SOP/ Work Instructions on a regular basis to perform their everyday tasks.

Panviva review by Administrator
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"Training and Support are paramount!"

What do you like best?

The tech support and the training were the best. I have been in a lot of training scenarios and feel that the training timeline and content were relevant and concise. Their follow-up was timely and very professional

What do you dislike?

It's hard to find a company where you can really tailor what your needs are to the product. However, this is one of the best companies I have found.

What business problems are you solving with the product? What benefits have you realized?

Our company has utilized Panviva and their Support Point product in our customer service aspect as a wealth of information and a training tool for her hires. It's a great way to house lists, directions, and training materials. All of the answers that our customer service team are in one place.

Panviva review by John S.
John S.
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"THE knowledge management solution"

What do you like best?

This is by far the best solution I have used in the knowledge management/business process space. It's ease of use, low IT requirements, and ability to involve my employees in knowledge cycle is phenomenal. It's a home run solution for anyone looking to finally make an operational impact through knowledge sharing.

What do you dislike?

There is nothing negative I can say about this product.

What business problems are you solving with the product? What benefits have you realized?

Training class time reductions, reduced AHT, improved accuracy, improved FCR, etc.

Panviva review by User
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"Panviva organizes documentation in an accessible and customizable display."

What do you like best?

I like having all documentation in one contained and similarly-formatted system.

What do you dislike?

I dislike having to use words where a screenshot could convey the information much more quickly.

What problems are you solving with the product? What benefits have you realized?

Panviva provides a single source of truth for call center processes. This affects multiple departments, including the call center, compliance, and training. It necessitates deliberation before changes to processes can be implemented.

Panviva review by Administrator
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content

"Source of Truth"

What do you like best?

We are converting all paper materials and other electronic files to Panviva so that our agents have one stop shopping for information. We are able to separate divisions and have multiple front pages

What do you dislike?

There have been a few times where it was down and it is not easy to see if it is on their end or ours. Looking into a PDF of the content

What problems are you solving with the product? What benefits have you realized?

Allows for one place to store information and for catalog items we can have decision trees to enable agents to ask the right questions when speaking with customers

Panviva review by Industry Analyst / Tech Writer
Industry Analyst / Tech Writer
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"Documentation Specialist"

What do you like best?

I like the consistency of how documents are created such as taskflows and resource documents.

What do you dislike?

The lack of color in terms of font and the inability to highlight text.

Recommendations to others considering the product:

The learning curve is high, but once you "get it" it's great.

What problems are you solving with the product? What benefits have you realized?

Creating written documentation on one platform rather than several just makes more sense.

Panviva review by Administrator
Administrator
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content

"Excellent functionality and user experience"

What do you like best?

I love the consistent interface, the ability to link and reuse content.

What do you dislike?

Restarting the Approval Workflow for minor revisions.

What problems are you solving with the product? What benefits have you realized?

GMF is using Panviva across many teams to streamline processes and procedures and present them to users in a concise, user friendly format.

Panviva review by Administrator
Administrator
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"Panviva Review"

What do you like best?

The ease of it. The business can do all their updates and everything they need without having to involve IT.

What do you dislike?

I do not dislike anything. There is nothing I can say that I am not happy with. It is a great tool and the everybody at the company is a pleasure to work with.

What business problems are you solving with the product? What benefits have you realized?

Our call center has everything at their fingertips using Panviva. If any documentation gets out of date, they mark it outdated and the authors can update it.

Panviva review by Administrator
Administrator
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content

"Good product but needs more personalization options"

What do you like best?

Easy tool to use for End User and as an Author

What do you dislike?

Need to have more options like font, font color, page types ect.

Recommendations to others considering the product

More personalization, more reports.

What business problems are you solving with the product? What benefits have you realized?

When we go down there is not enough communication when they go back up.

Panviva review by User in Broadcast Media
User in Broadcast Media
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"A must-have! "

What do you like best?

The customer support is helpful. This tool can be an asset to a company that has high turnover. Being able to easily find critical business information saves time.

What do you dislike?

Nothing, time is money, so this tool will ultimately pay for itself in time saved. I am really happy to have had experience working with this tool.

Recommendations to others considering the product

Keep offering the free trial.

What business problems are you solving with the product? What benefits have you realized?

Staff sounded more knowledgeable. because direct answers were available. It made training easier and a less stressful work environment.

Panviva review by Maria  R.
Maria R.
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content

"click, click and away... "

What do you like best?

No more printing updates for the staff.

What do you dislike?

I wish that the quizzes that are done in support point would allow you to see or tell how many attempt did the person do before getting the correct answer.

What problems are you solving with the product? What benefits have you realized?

None

Panviva review by Industry Analyst / Tech Writer
Industry Analyst / Tech Writer
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content

"Awesome program. "

What do you like best?

Easy to update information that needs adjusting.

What do you dislike?

When creating a test, it would be great if it provided you with the information of how many tries the reps take before they got the correct answer.

What problems are you solving with the product? What benefits have you realized?

Everything now has fallen into place. Every training has become easy and is across the board the same. Everyone has the same information and can review exactly the same document for refreshers with Panviva.

Panviva review by Administrator
Administrator
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"Definitely a must have tool for a contact Center"

What do you like best?

Support point is an amazing tool for any contact center. Support point allows users quick access and it is easy to navigate through.

What do you dislike?

Wish it would have an auto archive for the home page.

What business problems are you solving with the product? What benefits have you realized?

We were able to reduce the amount of time we spent training new staff once we launched the tool. Our staff felt more confident and improved our employee satisfaction scores.

Panviva review by User
User
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content

"User friendly and provides lots of information."

What do you like best?

So far everything. We use it to provide benefits. Messages. Alerts. Fun stuff.

What do you dislike?

Can't think of anything at the moment. I haven't found anything that I dislike. Everything is working quite well for us.

What problems are you solving with the product? What benefits have you realized?

Giving out wrong information. Quicker response to our callers.

Kate from G2

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* We monitor all Panviva reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.