Serviceware Knowledge

Avantages

Easy to train to our employees, easy to setup for all our departments;
Smart architecture allowing all kind of departments to understand how to work with the software;
Our customers mostly fell in love and also started to participate in the knowledge manegent processes;
It really helps -. not just pretends to do so.

Avantages

It helped us in different aspects, mostly increasing productivity, reducing the training period of our new employees and increasing quality

Inconvénients

After using Sabio myself and many employees of mine i'd say that the us of it is not instinctive enough. We have still issues on getting used to the seach function. It could be improved.

Alternatives envisagées 

Pourquoi passer à Serviceware Knowledge

Avantages

Well define GUI, optimiz process, good data handaling

Inconvénients

Bigger size software, many bugs still need to fix.

Avantages

SABIO enables our own and customers' teams to always concentrate on "the real thing", because no one has to screen his inbox again and again or needs to click through a file chaos on a groupdirectory.

Whenever a new information is added to a product or a change within a process occurs - update it in SABIO and it's there for everybody. It is easy to administer and even easier to use.

SABIO gives us and our customers a central organised platform for all our company knowlegde and that helps us to have the right solution for our customers at the time being.

Inconvénients

It is not much about the software - it is more likely about the selected approach that WE took. We had to re-engineer some content several times because we didn't take enough time in the beginning to think about the right structure. SABIO allows you to do it like you want to - which in our case was not the most efficient approach ;-)

Avantages

Our sales and CS agents have a very easy time to use this system, thanks to the simple tree structure and Google-like search engine.
Editorial work is also done easily with the CK Editor and it does not take long to make changes, whether it is a structural or text adjustment

Inconvénients

Sometimes, when you make editorial changes, it takes quite long for them to be saved. That can cost you some time when you are trying to edit serveral branches or texts.
It also takes up a little too much time to download reports.

Avantages

easy to implement and good value for Money
easy to use for CS representatives
good support for publishing processes
possible to integrate the Google search application
Integration with ticketing Systems (while you type the problem keywords -Sabio is already searching in the Knowledge database)

Inconvénients

collaboration functions could be more elaborated
copy&paste could be easier to integrate existing documents

Avantages

We are using SABIO for almost 4 years and managed to consolidate our very heterogenous and extensive service center knowledge with this easy to use knowledge base. Our agents started using SABIO with virtually no training thus the user acceptance was and still is overwhelming. With SABIO we´ve significantly raised our response rate and got rid of other knowledge sources. SABIO helps us to keep our service knowledge on the point and helped us to further reduce our error rate. I can wholeheartedly recommend SABIO, both as central knowledge management platform and as a business partner. Thus far, I have not come across a company that so openly, constructively and authentically looks after the needs of its clients.

Avantages

Losing Know How is a complete disaster for a company. Years of aggregated information can be lost in a moment.
Sabio helps us to protect our Business. Know-How can be transferred to all users.
The architecture is very clean and easy and intuitive to use. Our employees use it every day to adapt their competences or just to be sure that they are right. The software is easy to integrate, the support is great and their time of responding is very quick. We will never give up our Sabio!

Inconvénients

Maybe more possibilities for our "company look and feel" - design in a standard version. Put this topic is not that important for us.

Avantages

easy to use, no big trainingsessions needed to understand how to use it. easy to fill with knowledge, structure logical and comprehensible.

Inconvénients

less good reporting functionality
Not all typefaces are available, only the standard Versions

Avantages

End users are usually very satisfied with look and feel and search results so adaption is easy. Implementing style guide and using SABIO as the key knowledge repository for agents as well as self-service works very well.

Inconvénients

Sometimes in the past we missed certain functionality in the editor and an API for Facebook in when doing social customer care.

Avantages

Sabio is an innovation in knowledge management. The structure and handling enable an efficient handling of customer concerns in customer service.

Inconvénients

I think there might be more integration partners & platforms for Sabio integration. Otherwise, I am very satisfied with the setup, the documentation and the support

Avantages

SABIO is easy to learn and quickly understandable due to it`s surface analouge to modern applications but slimmed... no superfluous buttons and no areas you will never visit. All text can be maintained easily and transparently. Expierytime may vary from text to text, responsibilities too! Tree-structure will always give us a top overview, now matter which scale of data Searchfunction works faultless. Order in structure can be adapted easily by drag-n-drop.

Avantages

easy to adapt and to rollout in bigger Projects
preferred by the agents working with it
very supportive Sabio team

Inconvénients

the named-user-licensing could be expanded with a set of noname-viewers
this would be a nice new feature to offer structured menue fro this group

Avantages

The usability on the user side is great. You con integrate the program in many ways to optimize the Value and acceptance. The strength of this program is the simple Text and the tree (if good on Logical structured). The Consultant Support is mostly able to resolve your problems.

Inconvénients

It is simple HTML code based. So you have not much possibilities to design your text. The clear and simple philosophie could be, in some case, a problem.

Avantages

SABIO is very easy to use and has helped me and my team to work more effectively. No more spam but customer support is handled structurally.

Inconvénients

I've experienced some bugs on the site. Luckily the customer service is friendly and has been able to help me with all my needs.

Avantages

Easy to integrate,
Easy to Use
Fast Set-Up
good Support
really works
excellent cost-performance Ratio
innovative functions

Inconvénients

one thing: Our Key Account Manager changed a little bit often.

Avantages

- as all the information are accessible when you need them we transformed our company from an information push to an information pull concept with Sabio (instead of sharing everything with everyone we now manage all the information and our staff decide when they actually need the information)
- very easy to get used to
- instant impact and acceptance
- great design and usability
- makes work so much more efficient on a day to day business

Avantages

the extremely good Usability - its a really help in daily business
and the cooperation with sabio is pragmatic, fast, easy and smart

Inconvénients

innovations such as voice Control and details of KI are in works, but not yet usable,
But we know that the company is on the subject

Avantages

First I like the perfect scalability of the tool. Beside this I found the logical structure of the tool very helpfull for a sucessfull integration in our team.

Inconvénients

Like every tool it needs some hours to acclimatize. So it was not so easy to identify all potential value in 1-2 days.

Avantages

Easy set-up, helpful support, close to customers, fast tool. Perfect Design. Easy to use. The learning time ist very small.