About Relay

Relay is a cloud-based help desk solution that is designed for businesses of all sizes to assist in ticketing, workflows, communication and workflow automation processes. Key features include field service management, team collaboration and communication and network monitoring.

Relay offers a device detection and labeling feature that helps IT agents to identify devices connected to the network and track their usage using their model number. This helps onsite agents to capture network information and trigger alerts to customers in case of issues.

The network monitoring module helps to conduct device checks and network speed tests in order to monitor network health and system performance. It also helps users to conduct wifi analysis by tracking channel...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

10 Reviews of Relay

Average User Ratings

Overall

0.00 / 5 stars

Ratings Snapshot

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Showing 1 - 10 of 10 results

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June 2018

Derek from VividPayments

Industry: Financial Services

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2018

We use Relay as the single software to support all of our customers.

Pros

Easy to use simple interface, Automation that actually helps, Great onboarding and customer service whenever I need help, Bots are awesome, Easy multi-tasking, Single queue makes it easy to manage all conversations, Team chat makes it easy to work with vendors, Easy pre-built integrations to other systems and good APIs, Detailed reporting across team performance and ways to make operational improvements, Nice not having to pay per user so the entire team can be on it and work together

Cons

So many functions sometimes it's hard to use them all, but once you learn it it's great, The bot building interface takes a little bit to get used to it, More flexibility in the platform would be nice (custom views, etc.), Reporting is robust, but I wish I had more control over it to create custom reports from scratch

November 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Relay User

Time it takes to solve customer support tickets

Pros

The thing I like the most about the software is it's relevancy for customer support. It is truly a support platform rather than just another software tool with narrow functionality. Within one piece of software, I can manage inbound customer tickets, look at previous history of tickets, and find answers to issues or questions that customers are running into.

Cons

The software did require some training to get started and get me feeling comfortable using the system. Once I played around in the software for a day or two, I got the hang of it pretty quick. Like any software you haven't seen before, you have to spend a little time to get accustomed to it but no major hurdles otherwise.

November 2018

Brad from RMS

Company Size: 11-50 employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Functionality

4.0

November 2018

Relay

Pros

Lots of useful features with creating issues, chatting with techs, and seeing live issues. We even have the API integrated with our database so we can see the notes entered

Cons

My biggest thing I have noticed is when we enter merchants into relay and then try to search for them and they don't show up. Sometimes when its a multi merchants they are combined with the lead and you cant find the other accounts.

November 2018

Alex from Education

Company Size: 2-10 employees

Industry: Food Production

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

November 2018

Reliable In Depth Reporting

Since integrating with Relay we've seen numerous benefits and couldn't imagine going back to our old platform. I hope they continue to build up the platform and increase reporting capabilities.

Pros

The reporting functionality of Relay is what really sets it apart. With a few clicks I have in depth reporting on the health of my portfolio. This helps me focus on scaling up my business.

Cons

The communication about new releases can be infrequent. With any new software there are hiccups and we have encountered them. That said, their support has been very helpful with our minor issues.

November 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

This is a great product!

I love it! My needs are smoothly met.

Pros

I love the interface and the ease of use.

Cons

No complaints, I've enjoyed all of the aspects of this software.

November 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Such an Awesome Software

Pros

There are so many things I love about this software. I appreciate that it creates an efficient way to weed out the more simple requests that can be answered through AI so that our valuable human resources can focus on the more complex issues at hand. Another thing I like about Relay is how it simplifies and speeds up the support process to save time and energy. Relay is really a great and easy-to-use software.

Cons

My only minor qualm with the software is the adoption process. It took slightly longer than I expected but had no issues once it was complete.

November 2018

Erin from RedFynn Technologies

Company Size: 2-10 employees

Industry: Financial Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2018

Nice Interface

It's a good system. Training is definitely needed to start using it.

Pros

The software sends tickets and shows progress immediately

Cons

The whole system is massive. It's a bit intimidating at first, and I don't know what over half of it does.

June 2018

Jeff from Plastiq

Company Size: 11-50 employees

Industry: Financial Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

June 2018

Relay is a technology-forward customer service platform

Pros

- Convenience of tracking every support channel in one place - Relevant integrations (salesforce/slack/jira/zendesk/etc) - Friendly/responsive team behind it

Cons

- Steeper learning curve than other CS platforms I've implemented - Could use more levels of user permissions inside the app to better control responsibilities among our end users

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Easy communication

Pros

Great, easy communication. Love the marketing feature.

Cons

Nothing, found it all around easy to use and had a pleasant experience.

November 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Worth the time and investment

Pros

Competitive price, great support and addressed a tier 1 pain point.

Cons

A few stumbles in first round training sessions.