Novo Solutions

ShareNet Customer Service

4 / 5
1 review

Who Uses This Software?

Manufacturers, Software Companies, IT Service Providers, Managed Service Providers,Universities/Colleges, School Districts, Banks, Credit Unions, Health Care, Insurance companies and many more.

Average Ratings

1 Review

  • 4 / 5

  • 3 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
  • Free Version
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Live Online
  • Support
    Business Hours

Vendor Details

  • Novo Solutions
  • Founded 1999
  • United States

About ShareNet Customer Service

Simplify your Work with this easy to use and highly flexible web and mobile Customer Service solution. Auto route email or web portal requests to the appropriate department. Define Service Level Agreements. Capture and share KNOWLEDGE BASE articles (even search in attachments). Create powerful REPORTS and DASHBOARDS. Easily CUSTOMIZE to your needs with Custom Fields, Forms, Record Lists, Email Templates, Work Flows and Permissions. END USER PORTAL available for customers and employees.

ShareNet Customer Service Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

ShareNet Customer Service Reviews

The learning curve has been longer than we hoped for, but we're getting there.

Oct 25, 2017

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not

Pros: Once we figure it out, it seems it can do everything we need, and it's been able to integrate with other systems.

It's clearly going to be able to grow with our future needs, unlike our previous product.

Cons: The end user (in our case, primarily customer service staff) have a fairly clunky user experience. There's a lot of jargon and non-obvious ways of executing things.

Seem to have had a few more technical glitches than expected. Some of the integrations were very hard to get configured and honestly we're still not 100% sure they're all working right.

Really does seem to require not just a champion but an in-house expert.

Overall: Has greatly improved our ability to hold ourselves to response timeliness and evaluated our performance. Has integrated all our customer feedback into a single datastream with key parts of it requiring no manual intervention.