Having used the tool to manage hardware and software assets, this reviewer finds it efficient with useful reporting and analytical features. Technical support, however, requires improvement for quicker and more effective issue resolution.
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Building on what I mentioned before, I've also been impressed by how intuitive the USU interface is for content updates — the template structure makes it easy for the team to stay consistent without needing technical support for every change. I also appreciate the flexibility it gives us to scale our knowledge base as our needs evolve, without significant additional overhead Review collected by and hosted on G2.com.
More hands-on control during the initial build phase would help us move faster and reduce dependency on external support. Additionally, expanding the training resources Review collected by and hosted on G2.com.
Thank you for taking the time to leave a review about your experience with USU! We're thrilled to hear you find our solution cost-effective and appreciate the self-management capabilities through templates similar to the Zendesk interface. Our aim is to provide you with a platform that's not only powerful but also easy to navigate and tailor to your needs.
Regarding your feedback on the services required for implementation, we understand that getting started with a new platform can come with its challenges. Our goal in building the site for you and providing training is to ensure a smooth transition and to empower your team to use the platform confidently. We're here to support you every step of the way, and we're committed to making this process as seamless as possible.
We're glad to learn that USU is offering a valuable alternative for your knowledge base needs, especially considering your upcoming transition from MindTouch (NICE CXone Expert). It's important to have a flexible and responsive partner in managing your contract and platform, and we're here to fill that role for you.
If there's anything more we can do to assist during this transition or if you have further suggestions on how we can improve your experience, please don't hesitate to reach out. Your satisfaction and success with our platform are of utmost importance to us.
Thanks again for choosing USU. We look forward to continuing to support your business!
I love that USU is customized for our company, allowing us to have our logo and choose the colors and layout we wanted. This makes our company feel like it's ours and gives our employees a sense of having something created for their needs. It helps us answer our daily customer questions in a timely manner. The transition to USU was smooth, which was a relief. Given these aspects, I'd give it a strong recommendation. Review collected by and hosted on G2.com.
Reporting could be an area for improvement when we pull data on articles being open the data doesn't match what we are testing. Review collected by and hosted on G2.com.
Thank you for sharing your positive experience with USU CSKM! We're thrilled to hear that the customization options have made your company feel more personalized and that the transition was smooth. We appreciate your feedback regarding the reporting discrepancy and will look into this issue to ensure accurate data retrieval. We're glad that USU is helping you answer customer questions promptly. If you need further assistance or have any more feedback, please feel free to reach out. We're here to help!
Im able to add embedded PDFs and videos. Review collected by and hosted on G2.com.
Add embedded videos that are Mp4 so Youtube does not have to be used. Review collected by and hosted on G2.com.
Hi Teshassana,
Thank you for your feedback on our software. We appreciate your positive comment about the platform's ease of use for creating straightforward documents.
We understand the importance of easy access to archived articles and apologize for any inconvenience you may have experienced. We are continuously working to improve our platform's functionality and user interface, including enhancing access to archived content.
We aim to facilitate effective information sharing among employees, and we're glad to hear that our platform has been beneficial in this regard.
Thank you for your feedback. If you have any further suggestions or questions, please feel free to reach out to us. We appreciate your support.
Best regards,
Jillian Bamforth
Field Marketing Manager - North America
USU
The centralizing of all knowledge into a single source of truth has been hugely beneficial for our workforce. This has been reflected in higher quality scores on average across users of the platform. USU presents knowledge in a way that is easy to consume for our agents. Review collected by and hosted on G2.com.
We do see some struggle from agents in utilizing the search features. We have had to train agents on how to utilize the tool as they were assuming a more "Google like" search experience. Review collected by and hosted on G2.com.
Hi Shane,
We're glad to hear that our platform has centralized knowledge and improved the quality scores for your workforce. We appreciate your feedback and will continue to work on enhancing the search features to make it more user-friendly. Thank you again!
Best,
Jillian
Working with USU has been incredible. Everyone is super helpful and focused on helping us find success with Knowledge Management. They are open to innovation and experimenting with how the system can be used more successfully, and have been an excellent support in doing so.
The system itself works fantastically and has completely changed how we do Knowledge Management for the better. It is now so much easier to make updates, and receive feedback from all users to make sure that all necessary knowledge is housed in the system.
Implementing was easy! Customer Support is fantastic! It's a system that has completely revolutionized our Learning and Development.
We are in there every work day!
Although they are based out of Germany they have reps in the US as well so we can always get the support we need. Review collected by and hosted on G2.com.
We really have not encountered any issues while working with them. Review collected by and hosted on G2.com.
Dear Harrison,
We are thrilled to receive your glowing review of USU Knowledge Management. Your positive feedback regarding the team's helpfulness, focus on success, and openness to innovation reaffirms our commitment to delivering a seamless experience. It's truly rewarding to hear that the system's effectiveness has transformed your Knowledge Management processes, making updates easier and facilitating user feedback for a more comprehensive knowledge repository.
We appreciate your mention of the smooth implementation process and the fantastic support from our Customer Support team. Knowing that our platform has become an indispensable tool, revolutionizing your Learning and Development, inspires us to continue providing top-notch solutions. Thank you for choosing USU Knowledge Management, and we look forward to supporting your ongoing success.
Best regards,
Jillian Bamforth
Marketing Manager, North America
USU Knowledge Management Team
The price has been very easy to get purchased and implemented. Article variety is good. Review collected by and hosted on G2.com.
Ongoing support has been limited or not exactly what we need. Still working on improving "search terms" to make the tool fast and effective for front line representatives. Review collected by and hosted on G2.com.
Susan,
Thank you for sharing your thoughts on USU Knowledge Management! It's great to hear that the purchase and implementation were both quick and budget-friendly. I'm happy to hear that you also appreciate the diverse article range. The shift to a "one source of truth" and ditching individual documents and SharePoint sounds like a game-changer.
I get that ongoing support has been a bit tricky, and optimizing search terms is a work in progress. Hang in there – refining these aspects can make the tool even more effective for your team. Keep giving feedback to the USU team; it's crucial for fine-tuning. Please reach out to your Customer Success Manager or myself (jillian.bamforth@usu.com). We want our Knowledge Management tool to be a 10/10 asset for your business.
Cheers to smoother knowledge management ahead! 🚀
Best Regards,
Jillian Bamforth
We found the open data architecture to be the best option for us. We didn't need another discovery tool for SAM initially. But now that we're maturing, we're looking at additional tooling to help with augmenting our data with enriched information/catalogue data around our SaaS, PaaS and IaaS management and finops. Review collected by and hosted on G2.com.
The Knowledge Base is usually a paid subscription past your first year, but if you ask, they will usually give it for free. Review collected by and hosted on G2.com.
Thank you for taking the time to review the USU License Management solution!
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