G2

Shaffir U.

Enterprise Architect

Enterprise (> 1000 emp.)

2/14/2024

"USU Knowledge Base Installation"

4/5

What do you like best about USU CSKM (Customer Service Knowledge Management)?

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.

What do you dislike about USU CSKM (Customer Service Knowledge Management)?

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.

What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?

We currently have a contract with MindTouch (NICE CXone Expert) that ends soon. Since the acquisition of MindTouch by NICE, it has become impossible for us to make any changes to our contract. We are currently close to installing USU for use just adding the package "Unymira Knowledge Center (Managed) to our application. Review collected by and hosted on G2.com.

Response from Jillian Bamforth of USU CSKM (Customer Service Knowledge Management)

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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!