Netomi Reviews

“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.

“Good integrations”

Pros

The out-of-the-box integrations with different CSM tools like Zendesk and Gladly have been really valuable. The interface is also clear and user-friendly which makes it practical for our team to fine-tune the bots ourselves and build new intents for seasonal questions as they come up.

Cons

The built-in reports and analytics already offer very helpful insights but it would be even better if they were more customizable to fit each client's reporting requirements. Adding Phone Bots would also be a really welcome enhancement.

“Appreciate their customer support”

Pros

It completely changed how our leadership team looks at customer support. Since we're a fast-growing company, spikes in ticket volume happen all the time and a huge part of the daily workload used to be answering the same questions again and again. With Netomi in place, there's finally some breathing room. The work I do now has a major impact on the business and that's recognized across the organization. By training the AI to resolve and deflect thousands of tickets, we've saved the company millions of dollars. It has also been a real partner throughout the process. They've supported us with every question we've had and even reach out proactively to share current market insights.

Cons

Very little comes to mind as a downside.

“excellent product”

Pros

From the product itself to the support from the team, everything has been excellent. Brandon, Dylan and the rest of the team are attentive, available whenever needed and they consistently deliver results.

Cons

I have no complaints. The product works very well and collaborating with the team has been simple and pleasant.

“Incredible AI support partner”

Pros

Over the last three years, it has been an outstanding partner for us. They have consistently taken a proactive approach and kept innovating, helping us increase how many calls our bot can deflect while also creating better opportunities for the guest experience. During the summer, our contact center traffic jumped by 5X and its AI made it much easier for us to manage those spikes. the analytics give us valuable insight into market changes and the content management tools help us quickly deliver the right answers to customers.

Cons

There really isn't much to dislike. Because it has a global presence, support is always available whenever we need it. Their customer success team works closely with our product group and meets with us several times each week to stay on top of changes and new opportunities. The self-serve tools for managing the bot have also continued to evolve and improve making end-to-end management and access to data simpler than ever.