Sobot

“Better inquiry handling”

Pros

One of the biggest advantages for us has been having a more effective way to manage that first wave of questions coming in through our digital channels. We receive a combination of client inquiries and new business messages and not every one of them needs an immediate response from someone on the team. It has been really helpful for handling the simple requests and making sure the more important conversations are directed to the right people.

Cons

It does require a bit of ongoing maintenance. Whenever our services or internal workflows change, we need to update the chatbot information too. It's not a serious problem but it is something that has to be built into our regular process.

“saves us time”

Pros

Bringing it into our stack for weekly use over roughly four months worked out well. I'm the COO at a mid-sized IT services and healthcare analytics company and we adopted this AI-driven customer service and contact center platform to automate client intake, handle IT support processes and tighten up our internal technical operations. It did a reliable job of centralizing multiple communication channels which gave us much better visibility into incoming requests and helped us keep things moving. Automating the repetitive pieces of client intake saved us time and the workflow tools kept technical requests organized instead of letting them disappear across email threads or chat messages. Our team also got up to speed with it fairly fast.

Cons

A minor drawback was running into a few small quirks while configuring the more detailed workflows. The initial setup needed a little extra tweaking but after everything was in place, it didn't really get in the way.

“Perfect for growing companies”

Pros

Running a growing cybersecurity company with a lean team means every tool has to help us accomplish more without hiring additional people and it has done exactly that. It costs less than other omnichannel platforms we looked at, the interface is user-friendly enough that everyone got comfortable with it quickly and the ticket management system has made it simple to triage support requests from customers using our zero trust connectivity solutions. Having calls and chat together in one place has reduced constant tool switching, their customer support has been responsive and we haven't run into any lag or downtime.

Cons

We've only been using it for around a month so we still haven't had enough time to fully test every feature especially when it comes to how well it will handle scaling support as we continue to grow.