Home/ Chatbots Software/ Ada/ Reviews
A CX Tool for Business
72.4%
24.1%
0%
0%
3.4%
How customizable flows and answers are. The ability to use API customizations and integrations to gain insights and capabilities with your sites and internal data.
Too little data can be pulled by some API calls or Integrations. For example, Zendesk Dashboard. ADA can't see the status of chatters or how many chats they currently have, making assigning conversations to multiple groups difficult.
Creating self-serve opportunities is of great importance to our business. It reduces agent engagement, and attempted troubleshooting with the bot reduces interaction time when it does reach a live agent.
Their team is helpful when collaborating and trying to develop creative solutions. As the primary builder at Smith, I find it easy to work with the program and use new features.
Not a whole lot. They work on updating any issues pretty quickly and are always receptive to feedback I share in our calls. I appreciate all the features, and any that aren't so useful to us are easy enough to turn off.
Site navigation, self-service, inquiry tracking, and knowledge based responses that would typically need to come from our team can be handled in an expedited fashion 24/7.
Ada is extremely user-friendly and their team is always helpful. They're also really great about innovating on their core product and listening to client feedback to produce new features.
There isn't much I dislike - I look forward to more integrations and more features.
Ada helps us solve common customer issues quickly and at high volume, deflecting easy solves from landing on our support team's lap. We've been able to engage with more customers.
Gives you a lot of flexibility as answers can be built and changed fast
you can automate customer interactions easily and improve based on the data you get back
team is super helpful
the NLP works great
the building experience can be improved - some of the UX is not very intuitive
we need more components in Ada to be able to build different experiences, like a searchable list block for example
more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into
Users can self-serve and find the answers about our products. Furthermore they can do actions thourgh the chatbot, which are integrated with our backend systems.
Non-technical bot setup, you can just use the existing function with just drag and drop to set up basic chatbot conversation.
Hard to point out any feature that I don't particularly appreciate since the platform provided is easy to use. Even a non-technical person can quickly learn and manage the bot.
We deliver automation process with ADA, and it helps in reducing the manual work for our agent.
Fairly easy UI when it comes to creating answers, training answers, report finding, etc. We also love our success manager who has our best in mind and it is very obvious that he spends his time reviewing our product, our workflows, upcoming releases, etc. to help us best prepare ADA for member volume.
Some downside are the lack of customization of reports on our end. There are plenty of pre-generated reports within ADA but our asks are quite specific and so the lack of customization there leads us to try to piece together a manual report vs. an automatically generated one.
Our day-to-day volume is quite high and ADA is catching all the simpler, one-touch interactions (up to 69% of them are contained). That allows our agents to focus on the tougher cases that require escalation and a deeper investigation.
The fact that its really simple to get familiar with the plateform and set up
Two major features are missing: Each language to get their own keywords and on mobile SDK trigger specific answer depending of the screen your at
If you want to take your support team to the next level, don't wait! The possibilities of configurations once the APIs are connected is endless
Be able to assist 24/7, most increase the user satisfaction, improve our product thanks to the reporting
The backend is straightforward for bot managers and doesn't require any prior coding experience. The ADA customer support team has always been there when we have questions and will usually get our problems solved within one to two business days!
I have no dislikes about the current state of ADA. There are minor bugs here and there that the team is aware of, but a hotfix is usually right around the corner!
ADA is helping us solve a couple of problems, but the biggest one is that we now have the capacity for guided shopping! With proactive campaigns & our navigational flows, we can help guide shoppers to the collections or products they need and have received positive feedback about the experience.
Seamless experience with very little effort on our side for creating an intent, you don't need to be an experienced programmer to build intents with high-level logic and conditions.
Unable to customize reporting features, therefore we need to create new reports in third party software/Google sheets.
Ability to export conversations with variables and more information.
Limitations on CSAT experience as CSAT has a hard time being imported into our CRM (Zendesk), since we don't use its default CSAT survey feature.
I would recommend everyone who is considering using it to go for it, the benefits are quite a lot.
It's a simple system with many useful features and their team focuses a lot on providing support and help with what the system itself may lack depending on your specific use case.
Reduced chat contacts by ~60%, resolving one-shot inquiries and general FAQ questions more easily.
Offering customized information for customers related to orders status, modification, discounts, etc.
Looking for the right SaaS
We can help you choose the best SaaS for your specific requirements. Our in-house experts will assist you with their hand-picked recommendations.
Want more customers?
Our experts will research about your product and list it on SaaSworthy for FREE.
The monthly communication and implementation team are best in class. Setting up our bot was an incredibly enjoyable process with an excellent dedicated guide from ADA. Couldn't have asked for more in the implementation. The ongoing monthly support and availability for questions has been like no other vendor experience.
We've yet to experience a downside, even things we are hoping for improvement on are accounted for and circled back with a product roadmap or other update
Helping with first line responses leveraging FAQs where people are otherwise not willing to read through the full FAQ. Also providing intake points for specific data so when the inquiry gets to a rep we are starting with full information.