Customization and customer care at the best!

Bewertet am 30.11.2018
Rodolfo W.
Operations Manager - Global New Businesses
Finanzdienstleistungen, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
3/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: It was great! The highlight is their true customer care and willingness to make us successful. Solvemate listens and takes in consideration your every request, independently on the complexity. And for me, this is the most important factor for a partnership.

Vorteile: The software is really effective and, if well worked, potentially provides better results and UX if compared to other NLP-based solutions. Also, though the not most intuitive to setup in a first moment, whenever you understand the logic behind, it's easier to maintain, specially as you won't need to deal directly with linguistic issues related to users inputs.

Nachteile: Setting up is not friendly in a first moment. Some detailed manual, with examples, would help a lot! Perhaps, a different and guided way to input the information may also be helpful.

The interface is very intuitive and works much better than classic chatbots...Fast implementation!

Bewertet am 26.7.2018
Giorgio B.
CX Developer & Analyst
Maschinerie, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: - We've been able to provide instant support to our customers by providing access to an interactive troubleshooting tool.
- Thanks to Solvemate, we've also been able to present our support materials to customers in a visually appealing way that is much easier to digest.

Vorteile: - Training the chatbot is fast and easy.
- We went live in one month.
- Easy to modify and improve the chatbot's knowledge base after training.
- The Solvemate staff is incredibly responsive and helpful. They listened to our feedback and implemented some of our feature suggestions.

Nachteile: - The most complex support requests still require a human agent to take over.
- It can be hard to understand how the algorithm works

Solvemate | Your to-go partner in AI solutions to boost your customer experience

Bewertet am 6.2.2020
Carlos R.
Senior Customer Care Specialist
Finanzdienstleistungen, 13-50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Working with Solvemate has been a real pleasure from kick-off day. Not only they help with the initial setup of the ChatBot and help you get familiar with the administration options, but they also support all the way to ensure that you make the best out of all the possibilities of the tool. It is not just more than an AI software, it is a real partner who understands your needs and who you can rely on you will make the best for your customers and their journey.

Vorteile: - Support and Onboarding
- Design of the tool for users
- Complete and extensive Dashboard
- Easy system integration

Nachteile: - Some extra features to facilitate the analysis & reporting on specific solutions would be a great addition (the team is working constantly working on updating these so props for that!).

Very intuitive tool to use not only for admins but also for customers!

Bewertet am 18.7.2018
Katharina W.
Customer Success Manager
Buchhaltung, 501-1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
4/5
Gesamt
3/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: The initial training the chatbot is fast and painless and could go live within one month. It is also possible to add the chatbot to country specific websites easily.
Easy to modify and improve the chatbot's knowledge base after training.
Solvemate's support staff is the best customer support I received: they respond quickly to any request and listen closely in order to answer my questions.
Solvemate's product team is always willing to listen to product improvements and is working hard to improve customer experience for example by providing the integration of a variety of tools we use for customer support.

Nachteile: Despite the fact that Solvemate's support team is alway happy to answer any question, we miss more detailed step-by-step guides on how to quickly solve issues of a not correctly trained solution or how to amend fixed text fields.
It would also be welcome to improve amending of the website facing features such as fond size etc without having to involve a website developer.

Feedback to Solvemate

Bewertet am 31.1.2020
Simon L.
CS Manager
Maschinenbau oder Wirtschaftsingenieurwesen, 201-500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: We are using Solvemate to reduce our daily standard communication with our customers to have more time for value added activities for them. Easy to answer questions or easy to find information on our webshop can be communicated and solved through Solvemate.

Vorteile: Easy to use
Easy and guided implementation
Customer Support from Vendor throughout the Project
Review and Consultation by the vendor

Nachteile: At the moment no CONS throughout the PJ.

Amazing tool and Service - easy to learn and use - price/performance excellent

Bewertet am 17.11.2017
Max F.
Customer Manager
Sport, 201-500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Our service quality increased a lot

Vorteile: The "Fred" software is very easy to learn, to understand and to use. Once you got into the logic and know how to use the admin panel it does make a lot of fun to train new solutions into Fred or to make some changes.
We like the idea how it works and we really like the excellent support if we got any questions.
Also, the implementation of Fred in any smartphone app or website is very easy, just with a few code lines and it's possible to change the design of the window of "Fred", too.
During our use of "Fred", we gave feedback and we had some feature requests which were soon implemented -> thumbs up!!! In conclusion, we love "Fred" and we recommend it 100%. Price / performance ratio is excellent!

Nachteile: The first time you see the admin panel it does look kinda tricky to understand, but after a few minutes, you'll get it right.

It's Worthy!

Bewertet am 20.11.2018
Sévanne J.
Customer Care Specialist
Druck, 501-1.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Awesome staff, great product, customization options and features that can be created just for your personal use

Vorteile: - their team is always available to answer my questions and additional training if needed
- easy to talk to and ready to adjust to your needs
- improving their system frequently enough to stay relevant through your business' growth

Nachteile: - you need to get the logic at first, I don't have a very technical background, but once you get it, all good

Quick Implementation and Integration - Top Service

Bewertet am 22.11.2017
Lydia A.
Head of Customer Care
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis

Vorteile: The tool is very easy to understand and it only takes a short period of time to get used to it. The separate areas are very clear and the handling of them to do and inquiries are easily managed.
The Fred team is very helpful, get's changes done quickly and is always improving the tool. Our clients use Fred regularly and hence keep unnecessary emails away from our service team.

Nachteile: All training needed inquiries have to be closed individually, even when no more training is required loss of time

An AI bot for Customer Support which both you and your customers will love!

Bewertet am 3.2.2020
Mike M.
Head of Customer Support
Automotive, 51-200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: The software is easy to use, setup is logical and quick to update. Implementation is less than a day and we're already seeing a significant number of reduced inbound contacts for our team!

Nachteile: Some of the features we wanted at the start were not available however Solvemate were quick to rectify this either building them or adding them to their roadmap.

Good feature

Bewertet am 22.11.2018
Stephan O.
PM
Einzelhandel, 201-500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
3/5
Eigenschaften & Funktionalitäten
4/5
Kundenbetreuung
2/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: - reduce work for customer service
- 24/7 available
- selfservice option for customer
- quick help for standard questions

Nachteile: - restart of flow all time possible
- accounting according to volume --> more user; cheaper price

Intuitive and so easy to use

Bewertet am 3.10.2019
Caroline B.
Head of Marketing
Computer-Software, 13-50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
5/5
Gesamt
5/5
Benutzerfreundlichkeit
5/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Great support and customer service experience from beginning to end. Solvemate's customer success manager [SENSITIVE CONTENT HIDDEN]
is a true star in my eyes! She was willing to help and resolve issues within such a short space of time...I cannot recommend her highly enough! The software itself is intuitive and easy to use.

Nachteile: I haven't found anything so far. I am very happy with our purchase.

Thank you for a great product

Bewertet am 3.2.2020
Gabor G.
Head of Customer Support
Automotive, 51-200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Deflecting simple inbound tickets so our agents can focus on involved ones

Nachteile: It took a bit for me to learn how to work in admin, but nothing that can't be learned

Great Tool and Easy to Implement

Bewertet am 7.12.2017
Sandra H.
Teamlead Customer Management
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
5/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
5/5
Preis-Leistungs-Verhältnis

Vorteile: - great support from the team
- open to hearing suggestions for optimizations and feature requests
- quite easy to implement, although it takes some time in the beginning to understand how it all works together
- fast development of new features
- easy to use for the customers

Nachteile: - I'd like to have more features for organizing different and complex experts in order to help to keep consistency throughout the different experts and keep a better overview of all the questions and solutions

Solvemate

Bewertet am 20.11.2018
Wilhelm H.
Head of Nordic Support
Informationstechnologie & -dienste, 201-500 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Quelle des Nutzers 
4/5
Gesamt
4/5
Benutzerfreundlichkeit
4/5
Eigenschaften & Funktionalitäten
5/5
Kundenbetreuung
4/5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Easy to get started with. Great onboarding from the Solvemate team

Nachteile: There is not much to say really. It is a new system and obviously has some bugs here and there. But nothing outside of the ordinary.