Solvemate Reviews

“Simple setup and flexible control”

Pros

Getting this up and running was quick and putting it into practice was even simpler. The features and overall functionality feel very simple which gives us full control over how we present our solutions to customers. It was also easy to connect it with our own database so we could track conversations and build routines and integrating it with Zendesk, our customer service ticketing platform, lets tickets go directly to our support agents whenever additional help is needed.

Cons

Right now, there's no option to hide specific solutions based on website URLs which would help target customers with more focused solutions depending on their website activity.

“creative support and fast launch”

Pros

We approached the software with a completely new and innovative use case and even then the project went live in a very short time. The personal support was exceptional, practical, solution-focused and especially during the corona period and remote work, incredibly easy. Communication was always friendly and had a creative, inventive energy to it. Every question we had was answered immediately and fully to our satisfaction. The possibilities for individual customization and adjustment feel almost limitless. On top of that, the dashboard looks very appealing, is well organized and feels simple to use. Launching this new idea with the platform was genuinely a pleasure.

Cons

At the beginning, the way the question-and-answer structure is built from the bottom up feels a bit unusual. You have to create the final solution first and then work backward to the first question which doesn't seem especially simple at first glance. Still, the logic behind it is consistent and it becomes familiar quite quickly once you've worked with it a little.

“powerful setup”

Pros

Right from the start, the team behind the product came across as genuinely committed and sincere. They made it clear that they truly cared about our company's needs and together we worked out the best way to use the software for our situation. If something doesn't work the way we need, they look for another solution, even if that means building it themselves. That can take a bit of time, of course but I appreciate that they are honest about the product's limitations and willing to act on them. The software itself is powerful and easy to use. I especially enjoyed setting up the questions and answers and creating the logic between them. Once you get the structure of the tool, it becomes simple to add new questions and answers or adjust the connections whenever your products or conditions change. And whenever I need support with an update or just want a second opinion, my contact is always quick to respond with helpful advice.

Cons

One area that could be improved is the current overview of questions and answers in the training section, because it could be organized in a clearer way. At times, the route to change certain wording or settings also feels less simple than it should. I'd also welcome more customization options for the bot, such as being able to rename buttons, so it would feel more tailored to our company and better match our brand voice and specific needs.

“flexible chatbot customization”

Pros

Customizing the chatbot is very easy, whether it's the color, title, icon, or other details. Adding new solutions is also simple and the handover channels plus API options give plenty of flexibility for different use cases.

Cons

The export and filtering options could be improved and an automatic translation feature would make the product even better.

“helpful digital channel”

Pros

Having this software in place gives our customers a convenient online channel to submit their requests anytime and from anywhere. For every topic, we can set up exactly which information we need from the customer so we're able to process the request properly and document uploads are supported as well. On top of that, we receive useful customer feedback that helps us keep improving the bot's structure. The bot is user-friendly and for both our team and our customers it has become a very valuable digital tool that boosts our efficiency.

Cons

Some features are only available when a CRM system is already in place. There are also a few important figures that still need to be reported manually right now which adds extra time, although I'm hopeful that will improve in the future.

“quick setup and fast results”

Pros

This software was easy, the setup process made sense and updates are quick to make. We had it implemented in less than a day and we're already noticing a big drop in the number of inbound contacts coming through to our team.

Cons

A few of the features we originally hoped for weren't available at first but the team addressed that quickly either by developing them or adding them to the roadmap.

“powerful dashboard and onboarding”

Pros

Right from onboarding, the experience has been excellent. The support team is responsive and helpful, the tool is thoughtfully designed for users, the dashboard is complete and extensive and integrating it with our existing systems was easy.

Cons

Additional functionality for analyzing and reporting on specific solutions in a more convenient way would definitely be valuable. That said I do appreciate how actively the team continues improving the platform through regular updates.

“smart ticket deflection”

Pros

Simple inbound tickets get redirected effectively which lets our agents spend more time on the more involved issues that actually need their attention.

Cons

Adjusting to the admin side took me a little time in the beginning, although it was still manageable to learn without too much difficulty.

“guided rollout and reliable support”

Pros

The platform is easy to use and the implementation process was well guided from the start. The vendor's customer support stayed involved throughout the entire project and their review and consultation added extra value along the way.

Cons

So far, I really haven't found any issues during the project.

“fantastic support and simple software”

Pros

From start to finish, the support and customer service have been outstanding. The customer success manager has been an absolute star in my opinion. She was always ready to help and managed to resolve issues in a very short amount of time. I really can't recommend her highly enough. The software itself is simple and very user-friendly.

Cons

Up to this point, I honestly haven't come across any real downsides and have been extremely happy with the purchase.

“24/7 support that cuts workload”

Pros

It really helps take pressure off customer service by handling standard questions quickly. Since it's available 24/7, customers can get answers anytime and the self-service option is a big plus for people who prefer solving simple issues on their own.

Cons

One drawback is that the flow can be restarted at any point which sometimes becomes disruptive. The volume-based pricing structure can also feel expensive for organizations with larger numbers of users, so a lower-cost tier for higher volumes would make more sense.

“powerful results and ux”

Pros

Compared with other NLP-based solutions, this software can deliver stronger results and a better user experience when it's implemented properly. The initial setup isn't the most simple but once the underlying logic clicks, it becomes much simpler to manage, especially since you don't have to handle linguistic issues in user inputs directly.

Cons

The initial setup process feels a bit unfriendly at first. A more detailed manual with practical examples would help a lot and a more guided approach for entering information could make the experience smoother overall.

“responsive team and constant improvements”

Pros

Whenever I have questions, their team is there to help and they're also willing to provide extra training when needed. They're approachable, easy to communicate with and flexible enough to adapt to what your business needs. I also appreciate that they keep updating the system often, so it continues to stay useful as the business grows.

Cons

There is definitely a learning curve in the beginning, especially for people without a strong technical background. Once the overall logic starts to make sense, though, it becomes much easier to work with.

“quick start and helpful onboarding”

Pros

The onboarding process felt easy and the IT team did an excellent job guiding us through everything.

Cons

Honestly there isn't much to criticize. Since the system is still relatively new, there are occasional bugs here and there but nothing outside what I'd normally expect.

“fast launch and outstanding support”

Pros

Setting up the chatbot was quick and easy and we managed to go live within a month. Adding it to country-specific websites also feels very easy. After the initial setup and training, updating the chatbot's knowledge base became simple to handle. The support team has honestly been the best customer support I've worked with because responses come quickly and they genuinely pay attention to every request to provide proper answers. Another thing I really appreciate is how open the product team is to feedback, especially when it comes to improving integrations with the customer support tools we rely on.

Cons

Even though the support team is always willing to help with any question, we still miss more detailed step-by-step documentation for quickly fixing issues when the solution has not been trained correctly or when fixed text fields need to be updated. It would also be helpful if website-facing elements, such as font size and similar settings, could be adjusted more easily without needing to bring in a website developer.

“responsive support”

Pros

Implementing the chatbot took very little time and we were able to go live within a month. Refining and updating the knowledge base after the initial training also feels easy. Another major advantage has been the responsiveness of the IT team, since they really listened to our suggestions and even implemented several features we requested.

Cons

More complicated support cases still need to be handed off to a human agent. It can also be difficult to fully understand how the algorithm is working behind the scenes.

“fantastic support and rapid updates”

Pros

What stands out most to me is how responsive the team has been throughout the process. They're very open to feedback, willing to discuss optimization ideas and feature requests and new functionality tends to get developed quite quickly. The implementation process feels manageable overall, even though understanding how all the components connect can take a little time at first. Once everything is configured, the platform becomes very user-friendly for customers.

Cons

The only thing I'd still want is more functionality for organizing different and more complex experts. That would help maintain consistency across them and make it easier to keep a clearer overview of all the questions and solutions.

“Excellent support”

Pros

Working with "Fred" felt surprisingly easy right from the beginning. The platform is clear, simple and becomes very user-friendly once the logic behind it starts to make sense and you've spent some time exploring the admin panel. After that point, training new solutions into Fred or making adjustments actually becomes enjoyable. I also really appreciate how quickly Fred can be integrated into a smartphone app or website with only a few lines of code, plus the design of the "Fred" window can be customized nicely. Whenever we shared feedback or requested features, the team implemented changes very quickly which was a huge plus. Overall we've genuinely loved working with Fred and the value for the price feels excellent.

Cons

At first glance, the admin panel can seem a bit confusing but after a few minutes of using it, it starts to make sense.

“clear workflow and helpful support”

Pros

Getting familiar with this tool doesn't take long because the layout feels clear and easy to follow. The sections are separated logically which makes organizing inquiries and to-dos much simpler. The Fred team has also been extremely supportive, responds quickly to requested changes and keeps improving the platform regularly. Since our clients started using Fred consistently, we've also seen a noticeable reduction in unnecessary emails reaching our service team.

Cons

One downside is that every training-related inquiry has to be closed one by one. When no further training is needed, that still takes extra time and feels inefficient.