At first, when BrassRing was with IBM, their technical support was great, a four point five out of five. However, after the change of ownership, their support became less proactive. They started addressing problems only when they came up, rather than being ahead of the game. They still did their job, but the proactiveness dropped. I would rate the technical support a seven out of ten.

Part of why I think we're actually expanding our relationship with IBM is their Global Support Center is fairly standard, compared to other support centers from other companies. Where I think that they're different is we have our clients success manager, as a contact. They're our personal person, for helping us become expert; for helping us better understand the product. They can help us solve problems in the system. They're a technical expert. There's a really big benefit to having not just the tech support from a point of view of, "I have a ticket, I'm going to enter it", and having that be done well, which it is. The real benefit is, "I don't have a problem; I'm just trying to solve a business problem, but I don't know how to do it.". They are experts who can help me find that answer.

I have occasionally used the help desk. Their help desk support works. They are responsive. They do their job.

We received excellent technical support. IBM is working hard to ensure that this product line goes to market with plenty of support and customer care. I've been able to reach out to the sales engineers and data scientists. If they can't help me, they connect me with people who can.

We have used technical support quite often. We have a dedicated support team that is part of our overall master service agreement. We have had the luxury of developing a long-term business partnership with them so that they understand our setups, our processes, our operational execution of work.

Candidly, getting support from our dedicated help desk team is highly efficient. They also take a tremendous burden off of a very small system admin team to allow us to focus on improving the database, and allow them to triage and solve for the day to day issues.

I think technical support is really good. You definitely have to give them the right information to go ahead and get the problem solved, to get the questions answered, those types of things. I think people are very willing to help and once you learn what they need, it's not a problem.

I have used technical support. My team owns the relationship with the global services center, so we use them frequently. Their ticket system is fairly straightforward. It's a little slow, but they do a good job.

Technical support is good, responsive and efficient. We always get same-day response on our tickets. We may not always get same-day resolution, but we always get same-day response. Their customer-service agents are always very friendly and knowledgeable about the system.

Technical support is interesting. Like many organizations, we've found value in looking at structured and unstructured data. Over the past few years, we've been increasingly using open-ended questions to collect the base comments. We've been quite successful at it as well, to the point where we have received 67,000 or even 80,000 comments, as well. We get those comments, which is great. What we've been doing over the last few years, as we see an increasing number of comments coming through, we're having to think differently about how we're going to analyze all this information and remove the bias and the personal interpretation out of the process to really get to the insight.

Up until last year, we basically pulled together a group of willing HR graduates to work with us for a certain period. We got some fantastic insights. What that showed us is the power of really looking at this data in a different way, not just allowing 80,000 comments to kind of go out and dissolve into the business because you'll never really understand the collective value and insight that can provide.

What we've been doing over the last 2 or 3 cycles is to use the verbatim analysis tool. It's still a learning process for us as well. What we have found is the ability to be able to analyze the data in no time. If we're asked a specific question, and what we've found as well is that the more specific the question can be, the better the outputs from the survey tool. We are now at a point where we don't use any extra resource.

We don't use anything at all so we've been able to stand those HR graduates down from the process. We can stand leaders and line managers who are enabled to read all their comments. What we get is, what are the questions you want to answer out of the structured data? We'll go down the structured data and find out the answer. What we're doing increasingly is linking them together. How do people feel through the numbers they give us? What is it they think and say in terms of the words? Drawing that together has been incredibly powerful for us.

The technical support with IBM is very responsive. I don’t usually open tickets anymore, but in the past I was pleased with the technical support.

I personally haven't used tech support. I know that my folks particularly on the tell-it-as-it-is side have used it, and they have an absolutely fabulous relationship with IBM Kenexa. We've always found them very supportive, very responsive, and very open as far as finding solutions, even if it's not kind of necessarily already in a cookie-cutter solution.

IBM Kenexa has poor tech support. 

I have not recently used technical support; I haven't had any opportunities there at all.
We do have technical support available to us. We have a person who's in charge of tech support. That person, if she has any kind of problems that we have in the field, we send it to her and she gets us an answer back. She does it in house, and then if she needs to take it outside of corporate headquarters, she'll go there as well.

Technical support was not always great. They tend to push you towards workbench admins or paid support. 

Technical support has been pretty responsive. It's been helpful.

I have used technical support sometimes. It's good. It's very responsive. I have a CSM, so I have personalized service, which is always great.

Technical support is very helpful, thorough. They’re usually fairly quick, unless it’s a really complicated issue that no one can figure out.

Technical support is 7/10. Sometimes it is hard to make the first level of support understand basic issues, even if it is clearly documented.

Technical support has been fantastic. Anything that we raise is generally resolved in 24 hours. 

Complicated issues might take a while, but we haven't had many or even any in the last year.

I have not personally used technical support; people on my team do use tech support often. We've logged tickets. We've found the process to be very easy to navigate. We understand who to connect with and again we think that they're on top of things as far as getting issues resolved quickly.

We’ve used technical support, and it’s been great, fantastic. We have ways of submitting tickets if we need to. We've been updated on potential upgrades, etc. The support has been fantastic for us.

We use the global support center pretty extensively whenever there's an issue. They have been phenomenal.

Technical support is required for configurations but integrations with other tools would need a technical resource. Most tasks can be accomplished within the user interface with a little training. IBM provides a lot of support for this as well.

Terrible, but not just terrible. World-class terrible. Truly the worst I've ever had to work with. It felt like someone knew exactly how to provide world-class customer service and purposely did the opposite. It felt like this was an experiment to see how much abuse and frustration their customers could take. My poor contact was stuck with way too many clients to support. He was put in a position where he had to rely on other Kenexa team members to do anything... and they were awful about responding to him. (I don't know why he didn't quit; it was such an awful job and position to be in.) This meant that it took WEEKS and MONTHS to get anything done. It is the WORST customer service I have ever dealt with in any vendor, either in my personal or professional life. Kenexa is the primary factor for leaving my previous employer and working for another company that does not use Kenexa.

I haven't personally used technical support. I think my team has.

I have used technical support a couple of times such as filing the tickets and getting them to work through the issues. They've always been helpful, whether it's helping on the call or with the email resolution, it's all been pretty good.

I have not used technical support.

I would give technical support a rating of 7/10.