Certainly
About Certainly
Most Helpful Reviews for Certainly
1 - 5 of 13 Reviews
David
Verified reviewer
Entertainment, 201-500 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed April 2020
Strong & very reasonably priced bot solution from a service oriented company.
Implementation was much easier than anticipated. While not completely painless & without challenges, we were able to integrate with our Zendesk instance without any programmer resources - no dependencies here! (Some handholding by the BotXO service team was needed though! Which brings us to the next point...) Absolutely fantastic customer service. Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I'm trying to achieve. Their detailed responses & level of service exceeded my expectations - high praise coming from a CS professional. [SENSITIVE CONTENT HIDDEN] in particular has been a joy to work with. And look, their customer newsletters have a "request a feature" button. How awesome is that? Don't see many vendors actively seeking feature requests so openly. The conversation flow testing feature is fantastic. It shows the bot conversation on one side and the bots current state and decisionmaking next to it. Great for troubleshooting issues!
CONSThe UI inside the platform is a little clunky. I like the general idea of setting up a flowchart - it's a great way to visualize the conversation flows. But setting up and modifying modules is clunky and it can feel like it takes twice as many clicks as it should to set up and connect modules. Some functionality feels like a "hack" rather than a fully polished feature. I.e. while it is possible to start a conversation at a specific point in the tree based on the URL of the page the customer is on, it requires multiple rather un-intuitive steps. There is a tagging/labeling feature which let you designate colors & tags for modules, but I'd love to see this taken further. It would be easier to read the flow of your bot though if it was possible to say, draw boxes to designate certain "areas" / boxes (i.e. Technical support) Some of the webhooks are confusing to set up, at least as a non-programmer. BotXO has the right idea already by making pre-made templates. Some templates were confusing to set up though which caused some frustration. I'd imagine this would not be a problem for teams implementing the bot with programmer resources available. Not really a point regarding the software... but their help center could be more comprehensive. This has been mostly mitigated by their excellent support team, but I try to self-service whenever possible. There have been times where better documentation would've been preferred over filing a ticket.
Reason for choosing Certainly
There were a few factors but pricing was the biggest one by far. We found their pricing to be exceptionally reasonable for the features offered by the solution. Other reasons of note for us picking BotXO is because they came highly recommended by partners we trust, such as our customer success manager at Zendesk. It also helped in our decision that they are a startup with a relatively new product which is still in active development. For us it means a lot to be able to work with a vendor - i.e. proposing ideas for features & improvements & reporting bugs. In our experience, the startup type companies are much more flexible & nice to work with in this regard.
Casper
Consumer Services, 1 employee
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Bot software that works
I start my onboarding process through the bot. Secondly presale questions. The more time you put in the software, the better your bot gets.
PROSThe integration options. Secondary the drag n drop interface, where you build your magic.
CONSLike any other skill you try to learn, it takes time before you master the skill.
Reason for choosing Certainly
Integrations. Customer service. Easy drag n drop interface.
Vendor Response
Dear Casper. Thank you for your feedback! We are very pleased to hear that you are happy with our chatbot software solution. We look forward to following you on your chatbot journey. The BotXO Team
Replied May 2020
Benjamin
Insurance, 501-1,000 employees
Used weekly for more than 2 years
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed February 2020
Worth the monet
Easy to get started NLU Webhook Great support and people that are dedicated and listen to inputs. Worth the money
CONSThe lack of Analytics data The confusing setup when the bot is large
Vendor Response
Dear Benjamin. Thank you for your feedback! We are happy to hear that you found it easy to get started with our BotXO Platform and that you find our product worth the money. We are always working on advancing the features within the platform as well as improving the setup of the platform and we highly appreciate your feedback! We are happy to support you more in the future as your chatbot grows. The BotXO Team
Replied May 2020
Peder
Education Management, 501-1,000 employees
Used less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Great software to build your chatbot
Im teaching, and we have great pleasure in making our students build different solutions for different industries, in order how to learn to build a chatbot, and to learn about the industries. My experience is that my students also feel its user friendly and easy to get started with the BOTXO software.
PROSIt is a very user friendly and easy to set up. Has great customer support, and advanced NLU(Natural Language Understanding) module for Danish and other minor languages!
CONSNot really any, I feel like this is a great choice.
Reason for choosing Certainly
Because of better customer support.
Reasons for switching to Certainly
Because of better customer support.
Vendor Response
Dear Peder. Thank you! We are very happy to hear that you and your students at KEA have had a good experience using the BotXO Platform and advanced NLU modules and that you are happy with the customer support you have gotten throughout the journey. We highly appreciate your feedback! The BotXO Team
Replied May 2020
Regin
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2020
aio
The AIO team was not technical, but with BotXO they could manage complex dialogue flows without being overwhelmed by their complexity. BotXO’s intuitive interface was suitable for the customers as well. The onboarding process was a positive experience for the AIO team. The switch from DialogFlow to BotXO happened smoothly. The AIO team have very good communication with the team at BotXO and can collaborate on the product.
PROSThe aio team did not want an app with limited conversations. They didn’t want an FAQ bot, but something that would flow as a natural conversation. BotXO was able to handle both huge amounts of content and complicated dialogues.
CONSNot much to say here, really. It’s always a Challenge ti learn something new, but We Got the help we needed all along.
Reason for choosing Certainly
BotXO was much faster and easier to build, test and edit than DialogFlow. What took 10 to 15 minutes in Dialogflow, it would take only 30 seconds in BotXO.
Vendor Response
Dear Regin, thank you for your review! We are happy to hear your positive feedback and look forward to following you on your conversational AI journey. The BotXO Team
Replied June 2020