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Great Service - Promising Product!
What do you like best about the product?
The team! They have been able to work with us to make sure their product works with our systems. They are very accessible and communicative. They have demonstrated that they won't let us settle for an experience that is less than 100%.
What do you dislike about the product?
A more detailed admin dashboard. The Forethought/Agatha team has pulled some great reports for us that show how it's being used by our team. I would love to have access to a more detailed dashboard to pull those same reports on my own. I bet (hope) this is coming as the team is still rolling out new features.
What problems is the product solving and how is that benefiting you?
Our service reps are able to find help articles faster through Assist integrated into Zendesk. This helps them save time on each interaction and reduces the risk that they consult an incorrect resource.
Forethought SOLVE
What do you like best about the product?
SOLVE has changed how my company has approached self-service support options. With the integration of SOLVE into our product, we have been able to enable end users to search help documentation in order to provide them with the experience of attempting to resolve issues on their own before contacting a live agent. We have gotten some amazing and positive feedback from clients who have been utilizing this feature and cannot wait to roll it out to more!
What do you dislike about the product?
Accruacy of the tool's article suggestions are sometimes lacking, however, have remained quite consistent over the last few months.
What problems is the product solving and how is that benefiting you?
Forethought's SOLVE product is helping us provide support articles to end users when they need it most. By integrating this product into our own, the tool has been able to give users documentation that is relevant to the issues that they are experiencing. As a result, users have direct access to instructions on how to resolve their questions and can even reach live support agents directly from within our product, thus preventing them from having to do any research in a new browser tab or window.
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