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An AI bot that seriously saves your team time and aggravation
What do you like best about the product?
The best part of the experience with Moveworks is working with their Customer Success team. They do what it takes to ensure success.
What do you dislike about the product?
We have been using Moveworks for almost a year now and there is nothing to dislike. The team and the product are awesome
What problems is the product solving and how is that benefiting you?
Our bot, Laika, provides a service to our employees that is both instant and wide-ranging in it's ability. Approvals, app assignments, password resets, all done
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Wonderful Support team
What do you like best about the product?
We have had two customer success engineers who have both been wonderful. Their team takes the time to learn about our organization and the team members involved with our Moveworks Deployment. I look forward to our bi-weeekly meetings.
In addition to their wonderful team, the platform has allowed us to grow our knowledge base and understand our knowledge gaps.
In addition to their wonderful team, the platform has allowed us to grow our knowledge base and understand our knowledge gaps.
What do you dislike about the product?
Sometimes the technical support can be slow to respond. Otherwise, we have been extremely happy with their service.
What problems is the product solving and how is that benefiting you?
We have drastically improved our knowledge management, and reduced our Tier 1 technical support workload.
Efficient User Experience
What do you like best about the product?
Advanced technology and commitment towards
What do you dislike about the product?
Feature delivery and customer engagement
What problems is the product solving and how is that benefiting you?
Providing one-stop solution for employees to find out what they want without reaching out to multiple teams.
Great way to provide self service to your customers
What do you like best about the product?
I like the level of support they give us and how they partner with us to improve the product. My favorite features are the ticket triage and communications features of Nexthink.
What do you dislike about the product?
If you already have a good way of deploying software, password changes, or locked accounts you will not get the full value of the product. It does take a lot of fine tuning and work to make sure it presents the correct Knowledgebase articles.
What problems is the product solving and how is that benefiting you?
We use Moveworks to help triaging tickets, password reset, account unlocks, and self-service help with our bot. The triage aspect and assignment of tickets is probably the most valuable of the processes we use at this point, but we expect to use more features over time.
My Moveworks experience!
What do you like best about the product?
Moveworks made our organizations adoption of AI achievable in a short period of time and the ROI was instantly evident. Since we launched our bot, Herbie, in late 2019 we continue to shatter our goals as we leverage more of Moveworks functionalities delighting our customers.
What do you dislike about the product?
Moveworks is growing fast and at times you can see their strain on resources. For me I have seen this with delayed followups on issues we may be experiencing. The upside to this is that they are addressing these issues and they are always looking for feedback to improve their support services.
What problems is the product solving and how is that benefiting you?
Where do I begin? We are using the platform for IT knowledge resolutions, as well as finance, and legal. This has dramatically lowered our MTTR and offloaded repeatable issues from our level 1 agents allowing them to have more engaging interactions with our customers. We also have proactive notifications around password expirations, lockouts that have helped keep our customers productive.
The messaging platform has allowed us to create more engaging communications that have increased our view rates.
The messaging platform has allowed us to create more engaging communications that have increased our view rates.
AilI for All In
What do you like best about the product?
Moveworks is really the only plug n play. They are a no code low code Chat AI provider. Always s innovating and bringing cutting edge AI to the market
What do you dislike about the product?
Moveworks is a la carte. Each new offering is an added SKU
What problems is the product solving and how is that benefiting you?
Getting quick self service support for the enterprise. Allows for automation and reskilling existing staff
Fastest bot ever
What do you like best about the product?
It's quick and accurate at responses. It catches all the requirements so fast!
What do you dislike about the product?
none so far. it fully fits the requirements of automatic help for the end users.
What problems is the product solving and how is that benefiting you?
automatic self-service for help desk
Enhancing Employee IT Support, Experience and Engagement through Conversational AI
What do you like best about the product?
The Conversational AI aspects of the product are great. Inability to understand our employee conversations was the risk we were mitigating as we started to slowly roll it out, however, once we saw how reliably the bot would understand the intent and the context, we scaled out to the entire organization in a matter of weeks. With the extensibility of the product across the application ecosystem like Service now and its message API, we are uncovering new use cases that facilitate our underpinning strategy - " The Right Information to the Right Person, Taking Right Action at the Right time". With our focus on data analytics to drive insights, the product has helped us solve reverse "Machine to employee" initiated interactions helping remove man in the middle. As a result, we are able to optimize our support staffing while reaching a scale that was earlier not afforded.
Measuring IT Service desk success by measuring merely the SLA's delivered against the count of tickets reported in my opinion remains a low measurement baseline for technology support success. The employees typically won't call in if they don't have to and as a result a typical organization has what i call "Latent demand" - employees don't like waiting in a call queue unless it is last resort. Moveworks, for us facilitated a no-wait engagement model with state of art conversational AI we could rely on to gather employee intent helping open up doors for the latent demand backed by analytics to uncover aspects of Technology support issues users wont typically report on. While driving high resolution rate and meeting our employees within the most prestigious real estate in the Hybrid world - MS Teams, it has been a perfect fit within our eco-system that also enables for us proactive operational insights and now a good engagement model for "Just in Time" action and employee engagement
Measuring IT Service desk success by measuring merely the SLA's delivered against the count of tickets reported in my opinion remains a low measurement baseline for technology support success. The employees typically won't call in if they don't have to and as a result a typical organization has what i call "Latent demand" - employees don't like waiting in a call queue unless it is last resort. Moveworks, for us facilitated a no-wait engagement model with state of art conversational AI we could rely on to gather employee intent helping open up doors for the latent demand backed by analytics to uncover aspects of Technology support issues users wont typically report on. While driving high resolution rate and meeting our employees within the most prestigious real estate in the Hybrid world - MS Teams, it has been a perfect fit within our eco-system that also enables for us proactive operational insights and now a good engagement model for "Just in Time" action and employee engagement
What do you dislike about the product?
The pace of product development and the introduction of new capabilities have been commendable. We like to measure success through Key metrics to drive operational execution and channel management across Support. The Key performance indicators built within the Product were initially lacking good insights. The product team listened to us very well and now driving maturity around performance analytics within the product. Great progress made recently; while it started off with tailored reporting, I now have access to the Executive dashboard that highlights product performance as well as the business value it is generating. The gap in reporting has since decreased and the product maturity is on a continual uptrend in this regard.
What problems is the product solving and how is that benefiting you?
Helping employees get instant support 24x7 and improving resolution rates in low-tier unmanned channels.
With the recent introduction of the product across HR support, we are now able to offer our employees an easy Single go-to channel for all their IT/HR support needs.
The product integrates with key applications within our ecosystem, which is allowing us to deflect resolutions to the right channel and also proactively present resolution.
The product has enabled a streamlined strategy for self-service and self-heal use case enablement all geared to get our employees back to their work ASAP while optimizing operations.
We have taken our business of employee engagement outside emails, now using AI Chatbot to share pertinent information focusing on employee enablement.
With the recent introduction of the product across HR support, we are now able to offer our employees an easy Single go-to channel for all their IT/HR support needs.
The product integrates with key applications within our ecosystem, which is allowing us to deflect resolutions to the right channel and also proactively present resolution.
The product has enabled a streamlined strategy for self-service and self-heal use case enablement all geared to get our employees back to their work ASAP while optimizing operations.
We have taken our business of employee engagement outside emails, now using AI Chatbot to share pertinent information focusing on employee enablement.
Moveworks is the answer to your solution if you want a great AI chatbot!
What do you like best about the product?
The ability to have a great partnership with Moveworks and working together to provide fast and repeatable solutions to our Healthcare employees.
What do you dislike about the product?
The only downside is getting adoption and making people understand the importance of streamlining and automating processes. Some people are just used to picking up the phone and calling the help desk so we have to convince them that this is the way!
What problems is the product solving and how is that benefiting you?
Self Service password resets will take the strain off of the help desk. Also, by driving adoption, the help desk call volume will decrease and free up workers to do other meaningful tasks day-to-day. Moveworks also assists with basic tasks like software deployments, employee lookups, email distribution list updates and tipsheets and other instructional documents that end users can leverage for self help.
Moveworks impact for Employee Support
What do you like best about the product?
Moveworks in our installation has a very simple interface and creates a much more straightforward way to interact with tickets instead of the ServiceNow UI
What do you dislike about the product?
I would like to see more flexibility in the UI instead of the card-based flow in Teams.
What problems is the product solving and how is that benefiting you?
Moveworks is reducing the friction for employees in interacting with approvals and tickets by connecting to them where they are (Microsoft Teams and Slack) and empowering them to quickly get back into their flow.
Recommendations to others considering the product:
Moveworks has been a tremendous partner over the past two-plus years we've been working with them.
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