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Frame is helping bring order to chaos
What do you like best about the product?
We can track customer and agent activity in Slack. We can identify key areas of our tool where customers are engaging in the most discussion.
What do you dislike about the product?
The stream of data is a little overwhelming at first. It also requires quite a bit of fine-tuning to filter out the "noise". The wide variety of different graphs and datasets means that it can sometimes be difficult to find the view you're looking for.
What problems is the product solving and how is that benefiting you?
We heavily utilize Slack for customer-facing support. Frame has helped us enhance our support metrics and identify key areas of strength and weakness in our current support offerings.
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FrameAI is giving me great, accurate insight into what my customers are actually talking about!
What do you like best about the product?
The data I am seeing is helping me accurately identify what my customers are actually talking about. The dashboards give me easy visibility as to what my team is busy doing. FrameAI's insight report is something I use on a daily basis.
The team I am working with is amazing. Not only answering my million and one questions I have, but sometimes when I ask a question after hours, I get a response right away! I also love the fact that the team helps me think things through when I am trying to implement something.
The team I am working with is amazing. Not only answering my million and one questions I have, but sometimes when I ask a question after hours, I get a response right away! I also love the fact that the team helps me think things through when I am trying to implement something.
What do you dislike about the product?
Honestly, there isn't much that I dislike. If I had to say one thing, I think it would be to know all FrameAI can do. But the team is always ready to respond and ready to help.
What problems is the product solving and how is that benefiting you?
Getting accurate KPI's, getting data on how my team is spending on helping our clients, being able to quickly identify customer needs! I am able to leverage the data I am getting back to help our product and engineering teams leverage the areas of the product that my need improvement. I am able to see how my team is spending their time with what clients. I am able to identify which customers maybe in a critical status and quickly help them. Now teams across the practice are seeing how they can leverage the data coming out of FrameAI
Working with Frame has been helpful, logging all communication and identifying issues, wins, etc.
What do you like best about the product?
I like being able to see how much time we spend chatting in slack, as well as the teams/agents who are most active. Also, the frame team we work with are great. They're knowledgable and helpful with our use cases.
What do you dislike about the product?
There is a lot of customization that is needed, which a plus, but also a lot of work if you don't quite know where to start.
What problems is the product solving and how is that benefiting you?
Problems solving: Identifying how much time we all spend in slack, how much our ticket queue has grown, we've been able to identify that we're needing more people on our team to help with the uptick in coverage needed. Frame has helped us quantify that with easily understood metrics.
Benefits: The ability to find similar conversations/tickets to map them together. Also identifying what categories in our product that have the most questions, issues, etc so we can put more effort into better customer experiences.
Benefits: The ability to find similar conversations/tickets to map them together. Also identifying what categories in our product that have the most questions, issues, etc so we can put more effort into better customer experiences.
Frame.ai is extremely dependable and will go out of their way to provide what is requested.
What do you like best about the product?
Frame.ai not only provides us with what we request, they go above and beyond and treat us as a priority. George, Robbie and team are wonderful to partner with.
What do you dislike about the product?
Based on the function I am currently utilizing Frame for I currently see no downside.
What problems is the product solving and how is that benefiting you?
The quickness Frame is able to provide me with data has been extremely beneficial.
Frame AI has been perfect for the way we wanted to handle high touch, white glove support
What do you like best about the product?
For us, the alternative to Frame would be a ticketing system (Zendesk, etc). We want the features of the ticketing system such as escalation and reporting, but we don't want to lose the personal feeling of support. Frame's ability to offer escalation and reporting while remaining completely out of the customer experience and only be present in our support engineer view was the selling point for us.
What do you dislike about the product?
As a technical product, error messages pasted into Slack often trigger the NLP "negative" filters.
What problems is the product solving and how is that benefiting you?
We were handling support requests in Slack, and starting to get overwhelmed and worried that we'd drop issues and lose valuable insights. The normal path is to move away from Slack and into Zendesk or other ticketing systems. Our team didn't want to lose the close contact and responsiveness that we had with Slack, but needed to get some of the reporting and escalation policies that a ticketing system had.
We discovered Frame AI and integrated it, and it's done just that. As our support workload has grown, Frame has let our support team scale and hand issues off between different engineers who are on call. We have a way to know all open issues and transfer ownership of them. The best part is that our customers still interact with us using Slack, and don't need to learn anything new. They are still just using Slack and communicating with our team.
We discovered Frame AI and integrated it, and it's done just that. As our support workload has grown, Frame has let our support team scale and hand issues off between different engineers who are on call. We have a way to know all open issues and transfer ownership of them. The best part is that our customers still interact with us using Slack, and don't need to learn anything new. They are still just using Slack and communicating with our team.
Frame.ai is empowering Oscar to uncover previously hidden issues impacting our members.
What do you like best about the product?
Frame.ai allows us to become much more proactive when solving member issues. They provide us the tools to uncover issues even before our members are aware of them.
What do you dislike about the product?
We are still very early in our relationship with Frame and so far I do not have any negative issues.
What problems is the product solving and how is that benefiting you?
We are proactively uncovering member issues and better understanding member sentiment across multiple engagement types.
Helpful to managers
What do you like best about the product?
Frame AI automatically bubbles up customer interactions and somehow understands the language in the interactions well enough to identify risks and deliver alerts to the team when customers are at risk. So it's helpful to managers like me so you don't have to look into every single client interaction, you can just deal with the important ones.
We use a real-time custom health score that Frame AI passively applies to every single conversation so that we don't have to rely on CSAT. The coverage across 100% of our interactions gives us much more confidence in our metrics, and we don't have to rely on our customers answering surveys. Customers didn't like taking the CSAT surveys, so this is a huge improvement.
We use a real-time custom health score that Frame AI passively applies to every single conversation so that we don't have to rely on CSAT. The coverage across 100% of our interactions gives us much more confidence in our metrics, and we don't have to rely on our customers answering surveys. Customers didn't like taking the CSAT surveys, so this is a huge improvement.
What do you dislike about the product?
It's not perfect, it can pull up "negative" interactions that are just clients joking around.
What problems is the product solving and how is that benefiting you?
We are managing a large, distributed client management team. It's helping see across the team.
Frame is a great product with a great team behind it
What do you like best about the product?
One of a kind tool for working with customers in slack, plus additional integrations into other customer success and customer support platforms. Team is incredibly helpful and throws a lot behind making sure we have the Workflows and data available to operate our CS program.
Frame is one of those category-defining tools you didn't know you needed until you start using it.
Frame is one of those category-defining tools you didn't know you needed until you start using it.
What do you dislike about the product?
I honestly can’t think of anything. It’s great. There are a few rough edges with respect to case management, but I know they're hard at work with more improvements there.
What problems is the product solving and how is that benefiting you?
We are solving the very difficult problem of “how can I have hundreds of customers in slack, with hundreds or thousands of conversations per week”. This lets us give folks a natural customer experience that truly makes our team feel like an extension of their own. The biggest benefits are:
1. Escalation and attention management, making sure every customer question gets a response from the right person
2. Case management, making sure every customer problem gets followed up on and resolved
3. Visibility: rich data to ensure we’re meeting SLAs, and understanding workload for things like headcount planning as we expand
1. Escalation and attention management, making sure every customer question gets a response from the right person
2. Case management, making sure every customer problem gets followed up on and resolved
3. Visibility: rich data to ensure we’re meeting SLAs, and understanding workload for things like headcount planning as we expand
Recommendations to others considering the product:
They're very open to configuring for specific use cases.
Game-changing Customer Support and Analytics Tool
What do you like best about the product?
Frame.ai empowers our team to both serve as an extension of our client teams while being able to maintain focus on the right problems. Their dashboards allow us to understand potentially problematic clients and high performing agents. Their roadmap around case management is also super exciting!
What do you dislike about the product?
I just can't wait for more case management features!
What problems is the product solving and how is that benefiting you?
We solve all of our tactical support and analytics of that support with Frame.ai. We've been able to scale 100% Slack-based customer support by using Frame.ai.
Great bit of software with an agile, supportive team behind it.
What do you like best about the product?
Amazing support, responsive product team.
What do you dislike about the product?
AI didn't seem to do as much as I'd hoped it would
What problems is the product solving and how is that benefiting you?
We were using Frame.ai for a slightly different use case. We piped in feature requests and wanted an easy way to report on trends without too much laborious work. Frame helped in automating some of that tagging and has great reporting capabilities.
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