Yellow.ai Reviews

“Flexible chat widget and SEA support”

Pros

Works well with major ticketing platforms like Zendesk and Freshworks which makes it practical to fit into an existing support setup. The chat widget feels simple and can be customized a lot, including adding banners and setting up proactive chat triggers. One of its biggest advantages is how strong it is with SEA regional languages and dialects. Pricing is reasonable and the support and customer success teams have been proactive and helpful throughout. The platform is also user-friendly when it comes to building flows and troubleshooting issues.

Cons

A few configurations still require some technical background especially when handling integrations such as Zendesk.

“smart automation”

Pros

Working with this platform feels very easy and it supports plenty of channels like WhatsApp, GBM and text which makes it useful across different customer touchpoints. The AI assistant is capable of handling a broad mix of customer questions and issues so it saves customer service teams a lot of time while also being flexible enough to support sales and marketing efforts. The analytics and reporting tools are also quite great, offering helpful insight into customer behavior and feedback so decisions can be based more on real data to improve the overall customer experience. On top of that, building a chatbot is simple and doesn't require any coding.

Cons

One downside is the pricing which can feel a little high compared with other AI-based customer service platforms so it may not work as well for companies with tighter budgets. Another frustration is that customer support can sometimes be slow when responding to questions or problems especially when immediate help is needed.

“Powerful automation and support”

Pros

One of the biggest benefits has been the automated bot which really helps customer teams save a lot of time. The support team has also been excellent whenever help is needed. Another strong point is that it connects well with other platforms such as Instagram and WhatsApp.

Cons

It's a powerful product that works well across different industries. The only thing that could make it even better is improving usability for small businesses.

“Responsive marketing chatbot”

Pros

I value the chatbot's quick, natural response to customers, along with the ability to create custom templates for commerce marketing.

Cons

At times, the chatbot doesn't properly recognize the customer and ticket creation can be missed even when the database has already been provided.

“immature design and broken channels”

Pros

Getting it installed didn't take much effort but the product felt far too childish and immature for something aimed at paying users. The interface was also difficult for agents to understand and after spending several hours trying to get it working properly, we ended up shutting the project down.

Cons

The chat interface was broken and linking multiple channels did not work properly either.

“Flexible team and language options”

Pros

A big plus has been the range of vernacular language options available, along with how open and flexible the team has been when it comes to handling customizations.

Cons

Nothing to point out yet since the product is still in the implementation phase.

“best features at low cost”

Pros

Compared with the other tools I reviewed, the features, AI chatbot and pricing were noticeably better.

Cons

We completed the integration, built three chatbots so far and everything has been working exactly as expected.

“Clear guidance and helpful communication”

Pros

Everything is easy to understand and the way they communicate with users is really helpful.

Cons

Reporting section still needs improvement.

“Ready-to-use SaaS”

Pros

Right out of the box, this SaaS is ready to use, integrates without much effort and feels very user-friendly overall.

Cons

The only downside is that the pricing across all the services could be a bit lower.

“Scalable and user-friendly messenger”

Pros

Using Messenger has been a really positive experience for us, mainly because it's simple to work with and scales well as our needs grow. Those are the biggest reasons we've stuck with it and continue using it.

Cons

A downside is that a few important features available in Messenger still haven't made it to Cloud yet.

“quick setup”

Pros

The UI looks really good and getting it implemented was easy. It has made our work much easier.

Cons

No real complaints. The product has been excellent and keeps getting better over time.

“Strong multilingual support”

Pros

Right away, the multi-language and multi-channel support made this software stand out. Designing and deploying it was easy and the implementation and customer success teams were great and helpful throughout the process.

Cons

Reporting dashboard and login experience could still use some improvement from a UX perspective.

“all-in-one WhatsApp support”

Pros

It was easy to use and the interface feels very user-friendly. Customer segmentation is simple to set up and having everything in one place for customer support is really helpful. It also lets us run WhatsApp campaigns without any trouble.

Cons

There is not much to complain about because our overall experience with both the platform and the team has been very positive. At the beginning, we did run into a few issues while launching campaigns since the product was still at an early stage but after that, we did not face any further problems.

“Great setup”

Pros

Getting started with this was incredibly simple and day-to-day use has been just as easy. On top of that, their support team is outstanding and always ready to help in pretty much any situation. The pricing is also very fair especially since it scales based on your actual usage of the product.

Cons

Honestly there's nothing significant to complain about. I really enjoy using it. There are a few technical areas where some features could still improve but those seem to already be covered in their continuously developing roadmap so it's not something I'm worried about.

“Frequent outages hurt reliability”

Pros

Compared with other options out there, it doesn't really offer anything better in any meaningful way.

Cons

The platform isn't dependable at all. Outages happen regularly and every so often they end up wrecking our SLAs.

“flexible no-code setup”

Pros

Very user-friendly to work with and the no-code approach makes it accessible without much effort. I also appreciate not being tied to a vendor which gives more flexibility and control.

Cons

One limitation is the integration side especially the lack of a built-in connector for SQL.

“Excellent multichannel tracking”

Pros

Connecting with customers across different channels has been really convenient. I was also able to clearly follow their behavior journey through the chatbot from start to finish.

Cons

Nothing to complain about at the moment. Everything is working well right now.

“effortless integrations”

Pros

This product with both our current systems and any new ones has been very easy. It also gives us the flexibility to customize it around our specific business needs. On top of that, the support team has been excellent, they're available 24/7 and always ready to help whenever we run into business challenges or technical issues.

Cons

One area that could be better is creating new journeys or updating existing ones since that process isn't very easy. Any change to a journey or communication flow ends up needing extra technical effort.

“Quick setup and great API”

Pros

Getting it set up was easy and the API support works well for integrations.

Cons

The console design could use some improvement and the analytics and mobile platform still have room to get better.

“Powerful reports”

Pros

Real-time customer chat, file sharing, conversation tracking and quick replies make daily communication much more efficient. The reporting is detailed and gives a clear view of conversations, messages and agent activity. Features such as quick agent switching and ticket filtering are especially useful when reviewing performance and analyzing data.

Cons

One limitation that stands out is that ticket data cannot be downloaded for periods longer than 30 days and that's not something I want in any software.