Netomi Reviews

The team at Netomi set the tone for what to expect in their products. Working with them has been a pleasure every step of the way and thus far the software has kept up with everything we've thrown at them.

Our team at Netomi has changed a bit over time and I think perhaps a bit more communication around those changes would be beneficial.

Think big!

We're saving time and money as a result of Netomi. The chat too is by far the biggest help and our ability to solve complex matters with the bot allows us to continuously add to its capabilities.

Netomi has been a spectacular partner the past three years; they have been proactively pushing and innovating to increase the number of calls our bot can deflect, but also where we can create better guest experience opportunities. Over this summer, our contact centre traffic increased by 5X and Netomi's AI helps us handle spikes with ease. It also provides us with analytics allowing us to understand changes in the market and content management system, allowing us to quickly get the right answers to our customers.

Not much to not like, Netomi's global presence means we always have support when we need it, their customer success team is integrated with our product group and meets with us multiple times each week to make sure we are addressing changes and opportunities with ease. The self-serve tools they provide us to manage our bot have continued to evolve and improve, making managing the end-to-end experience and access to data more simple than ever.

Guests what support on the channels they frequently use and on their own time. No longer can we simply expect someone to call and wait on hold, guests want immediate support and confidence we will give it to them when we say we will. With our bot, we are able to deflect a significant number of calls from our contact centre and improve the guest experience. For those scenarios where a human touch would better suit the question, our bot quickly steps aside and passes the conversation to a caring human to handle.

Netomi has revolutionized the way our leadership team views the customer support department. We are a fast-growth company and ticket volume surges are a common occurrence. So much of the day-to-day used to be about solving the same types of questions over and over.

With Netomi, we’re finally able to breathe. The work that I do has massive business implications, which are celebrated by the organization at large. Training our AI to resolve and deflect thousands of tickets has saved our company millions of dollars.

Netomi has been a true partner. They've helped us with every question we've had and even proactively reach out to share the most up-to-date insights in the market.

Not much comes to mind here. We've been burned in the past by other chatbot companies, promising high-quality AI, and getting stuck trying to make something work with clunky "duct tape" workarounds.

Netomi is in an entirely different universe. The team at Netomi is very communicative whenever they launch a new feature in their product, which seems to happen almost monthly.

We bought into Netomi because of its commitment to building the best AI in the market. As a result, we are massively reaping the rewards of their investment.

As a company with many markets worldwide, we needed an AI that could understand many different languages. The Netomi team has the best NLU across over 100 languages that I've seen, which gives me confidence when rolling out the AI to new regions.

It’s incredible to have one tool that does it all: We use the AI on chat (in select markets) and email as well.

Money is often a sore subject because budgets for the customer service department have always been tight. With Netomi’s AI, we save our agents thousands of hours so they can prioritize building even more value for our customers. With all the extra time we’ve saved, our team has begun to generate meaningful revenue for our business, and leadership has taken notice.

The product, the teams attention (Brandon, Dylan, ...). Their availability and their results!

Nothing! The product is great and it's so easy to work with the team.

We were scaling a start-up in a moment of 1000% growth. Their product was essential to keep a good level of support.

All account representatives that have been assigned to our account have been extremely accomodating, hands-on, and helpful.

It has been difficult for our team to see quick progress due to low volumes.

Though our volumes are low, Netomi has helped us to reallocate resources that were previously used for live chat to email/phone.

The Netomi team provided outstanding support through the entire process - from sales to implementation to launch, they were with us every step of the way. The product itself was a great addition to our self-service model, allowing us to provide consistent, accurate help to customers for common questions, right when they needed it, and our support team could focus on the challenging, out-of-the-box issues.

Initial implementation and setup does take quite a bit of time and attention, so for a small team like ours, it did take a little longer than we'd hoped to start seeing value. But the Netomi team was always with us, assisting where they could, and encouraging where they couldn't.

We wanted to automate answers to the top 60% of the questions/issues that our customers were encountering with our software and services. At our first quarterly business review, I was delighted to see that we were well on our way to that goal. We also wanted to make sure that our customers saw a high level of consistency and quality in the responses they were receiving, and our metrics indicated we were headed in the right direction there as well.

- Support from the team

- Data-oriented tips

- Business-wise goals adequation to the project

More insights from other companies can be beneficial, checking the processes and use cases that can be similar.

Having a place to track KPIs constantly has helped our team to improve our actions to take.

- Decrease of First Response Time & Average Handling time

- Email deflection

At the time I began working with Netomi, I was a member of a small Customer Success team at a rapidly scaling edTech startup with 30M+ global users. By the time our AI was up and running, I had been promoted to Head of Customer Success. Managing Netomi was an integral step to acheiving this promotion, as the team's effort had exponential effects on the entire support organization. Within weeks of implementation of the beginning stages, we had boosted customer satisfaction by 30% by attentively responding to user's concerns and optimizing processes. The AI was effortless to implement and optimize with an immediate impact upon launch and Netomi's communication and outreach was exceptional and accessable.

I cannot say that there was anything about Netomi or their product that was unhelpful. The team was more than willing to stay in communication and work on any bumps in the road that may have arisen in the process. Resolution was always fast and efficient. We remain very pleased with the service we received with Netomi, both in regards to customer service and product quality and continue to evolve along with the product. Any questions the Customer Success Team has are responded to promptly as our relationship to Netomi continues to progress.

The e-learning industry exploded during the pandemic. While we were excited by the massive 1000% influx of customers, the customer service team was overwhelmed. We knew we couldn't scale headcount by 10X, so we found Netomi. We needed a multilingual solution that integrated with Zendesk. We had an incredibly high CSAT score that we were not willing to compromise. With Netomi, we got it all. Having a tool that can automate 24/7 meant that our agents didn't have to work weekends anymore. We didn't want our agents' jobs to be solely focused on answering tickets. Netomi freed up our agents to have an even more impactful role and a true career path at our company. Our customers are were served better than ever, our internal team's morale improved, and it made a ton of financial sense, which makes the executives happy. We get the best of all worlds, and none of it would have been possible without implementing Netomi.

We're using Netomi's AI for our email support. We've reduced our response time which has led to an increase in CSAT while saving us money.

We haven't experienced anything as of now.

We see a spike in support tickets volume during our peak season. With Netomi's customer support automation, we've drastically brought down the response time without hiring additional support agents.

Netomi studio and the team were excellent and incredibly helpful.

Our weekly meetings and targets have been met with great results and look forward to using Netomi more and more in the future.

The only improvement that could be made is on the AI Chat Studio; when amending a chat query, if there is a way where you can move a text box around rather than having to start again .

Setting up AI bot for both emails and livechat. Making it as efficient and informative as possible.

It has been increbily insightful on how efficient AI is for all businesses