Ada

What do you like best about the product?

ADA is easy to use and easy to understand how their system works. The way how to set up the automated answers is also easy to do since the options such as text box, videos, and images can be dragged and dropped to the chat flow plus the actions available make the chat flow properly work.

What do you dislike about the product?

The technical terms that we need to understand for the chat flow to work. But once you know those terms, it's going to make the chat flow outstanding.

What problems is the product solving and how is that benefiting you?

Since it automates our customer service responses, and we also have offline hours, it makes our operation work 24 hours a day. In addition, once the chat flows are setup correctly customers will surely get the answers that they need.

What do you like best about the product?

The solution is easy and useful and the reports are insightful

What do you dislike about the product?

It does not integrate with ZohoDesk, which is the current platform we're using

What problems is the product solving and how is that benefiting you?

It helps the customers solve their problemas without needing to contact a person, which leads to less waiting times.

What do you like best about the product?

Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog.

What do you dislike about the product?

Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule.

What problems is the product solving and how is that benefiting you?

Mostly, Ada helped us with high containment rates. It helped customers self-service a lot better and de-escalate repetitive inquiries.

What do you like best about the product?

Since starting with Ada over 2.5 years ago, we've had a fantastic relationship with the team. We've always gained their upmost support, encouragement and guidance. We've worked hard with Ada, to get to a high containment rate which we are extremely happy with.
Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!
We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.
We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!
My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction!

What do you dislike about the product?

We often raised issues, not knowing there was a page/trigger for this to be notified. We've since been added. We also mentioned we would have loved more in person training/on call. In fairness, after mentioning this, the team always jumped on calls as soon as they could to assist.

What problems is the product solving and how is that benefiting you?

We had a hefty SLA on socials which always left us chasing each platform to bring up to date. We wanted to releive pressure from our CS team, allow customers to self-serve and gain immediate help. After we acheived this, we moved on to more features and more complex builds for an even better customer experience.

What do you like best about the product?

Best-in-class chatbot that looks great and performs well. The builder platform has a drag-and-drop blocks design that makes building the chatbot a logical, intuitive, and efficient experience. Ada integrates well with Zendesk, so if you are using Zendesk, it is a perfect match.

What do you dislike about the product?

If you have multiple chatbots on contract with Ada. The chatbots don't connect or aggregate data in any way. this makes for a disjointed experience. In a world where every application has an open API, Ada charges a lot for access to their data API. Pre-built integration are also a little lacking.

What problems is the product solving and how is that benefiting you?

Ada contains and deflects a lot of customer inquiries that would normally go to our support team. It allows our customers to ask specific questions and get the answers they need quickly and efficiently.