Netomi

“excellent visibility and support”

Pros

After working with several AI vendors, this one has clearly stood out because of how much visibility it gives us into everything especially the workflow the AI follows. We have the flexibility to adjust how the AI responds in different scenarios based on our existing processes which is a big advantage. Other AI companies usually keep that locked down which only adds delays when fixes are needed and creates more room for miscommunication. We've also been fortunate to now have a fantastic Customer Success Manager, Amanda Shadrack, along with her developers, who genuinely make us feel valued as a client. She is very hands-on and keeps collaboration at a high level although it did take going through three other CSMs before we finally landed on an excellent one. The platform itself is user-friendly and even the technical setup is simple enough to understand with a little guidance so making adjustments doesn't take long.

Cons

Overall our experience has been exceptional. The only real issue came from the previous CSMs who managed our account, as they either made empty promises or failed to take action. That made it clear that a long-term relationship with Netomi depends heavily on having the right CSM. The CSM really shapes how engaged a client becomes with the platform. Having someone who not only agrees with what we want to do but also contributes ideas to help us get more out of the tool makes a huge difference in how supported we feel. Since we're still in the adjustment phase with AI, we need consistent and proper guidance rather than being left on our own to figure everything out blindly.

“Fantastic team”

Pros

Right from the beginning, their team made it clear what we could expect from both their service and the product. It's been a pleasure working with them throughout the entire process and the software has consistently handled everything we've asked of it without missing a beat.

Cons

There have been a few changes within their team over time and I think having a little more communication around those transitions would be helpful.

“easy to use!”

Pros

One of the biggest highlights has been the support and product team which have both been very attentive. More than any single feature, Studio's UI is what stands out most to me. The reports page is the section I use the most.

Cons

I do think the reports and dashboards page could offer more detail and a wider range of options.