Administrator Reviews of Ada

Business Analyst II, Content Editor - Automated Customer Experience
Telecommunications
Enterprise
(5001-10,000 employees)
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Verified Current User
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“The best crew/company to work with!”

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What do you like best?

As an internal Product Owner, I feel confident speaking in front of my stakeholders knowing ADA is behind me because they always deliver. They grant wishes and always such a positive to work with. Working as an Agile team, I know the challenges with delivering on a promise - but someone ADA makes it looks so easy.

What do you dislike?

ADA has more potential for growth, their journey is just beginning. Keep innovating and you'll remain awesome. And with this much awesome - it's hard to dislike!

What problems are you solving with the product? What benefits have you realized?

Allow customer to receive support quicker for less complex inquiries and issues. 1.2 million conversation automated in the last year.

See what Ada can do for your business.

Vice President
Publishing
Mid-Market
(201-500 employees)
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Verified Current User
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“Easy to use interface and reporting in a sophisticated multilingual chatbot”

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What do you like best?

Ada speaks all the languages our customers speak! We have the option to use their autotranslation of our English text or put in our own translations. Building answers and training is so easy in their UI. They recently make huge improvements to their reporting system so we can pull data reports on usage, engagement, and satisfaction really easily. Ada integrates with our chat and ticket system Zendesk, providing a seamless experience for both agents and customers. Ada is also very interested in our feedback and constantly improving their system.

What do you dislike?

Ada can only be trained in English right now, so making sure the correct Chinese answers come up can be very difficult.

What problems are you solving with the product? What benefits have you realized?

Ada allows us to put self-help resources in front of chat, allowing us to give customers quicker answers to easy questions 24/7.


APM
Enterprise
(1001-5000 employees)
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“Ada is a simple, easy, and user friendly way to reach your customers on their time”

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What do you like best?

We used Ada as the first support source for our Frenzy marketplace. Our chatbot provided a quick, effective way to provide customers with answer to many of their questions, and could easily hand off to our customer support email when needed.

What do you dislike?

The major struggle we had with ada is the lack of export options for conversation. Without this we found it difficult to compare data from other support sources or tooling.

What problems are you solving with the product? What benefits have you realized?

Many of the questions for our Frenzy marketplace were easy to answer, but came up frequently. With only a few dedicated customer support staff it was tough to keep up with the volume, Ada chatbot allowed us to reach all of our customers when they needed us, not just when we were available.


Product Manager
Small-Business
(11-50 employees)
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Verified Current User
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“Saving $30,000+ per year with Ada”

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What do you like best?

The complete customization capabilities. Our Ada chatbot has a unique voice - one that is specifically tailored to our younger customer base - and we love that we can control our user journey with shuffled answers, emojis, and easy daily training. Also, our ACX Consultant is top notch!

What do you dislike?

There are multiple tiny bugs that don't impact the UX by any significant means, but it would be nice to squash them eventually. I can start preparing a list of these if you'd like!

Recommendations to others considering the product:

Make sure to set aside time to train your bot for at least a few minutes every day. With some unexpected employee turnover last year, we're still playing catch up from 6 months of no training.

What problems are you solving with the product? What benefits have you realized?

We were actually able to replace our Live Chat service with Ada. This not only has saved us close to $30,000 already this year, but has helped us identify the most common drivers of customer tickets so we can address these in our platform before our customers need assistance.


Head of Customer Service Operations
Mid-Market
(51-200 employees)
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Verified Current User
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“Uplift and Ada = match made in AI Heaven”

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What do you like best?

The numbers. They don't lie. We love the analytics and seeing what information is working for our customers.

What do you dislike?

The set up was a little daunting at first, but the Ada team helped every step of the way.

Recommendations to others considering the product:

Team Ada has been unbelievable. What they don't know, they find out. What they say they will do, they do.

What problems are you solving with the product? What benefits have you realized?

Ada has saved our support team countless working hours and allowed them to better the bot with that extra time. We are looking to add another bot in the near future.


Support Specialist
Higher Education
Small-Business
(11-50 employees)
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Verified Current User
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“Excellent platform with great client services”

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What do you like best?

The platform interface is straight-forward for our clients and easily managed internally. I like that the chat functions are quick and easy to change, which allows us the flexibility to act fast i.e. if we're having technical issues and need to inform clients instantly. The look of the platform is attractive and customizable. Another great part is the new Analytics tool, which is a great way to monitor usage and see how well the chatbot is resolving questions, easy to spot gaps in our communication flow and improve where needed.

What do you dislike?

A feature that would be handy is to view all the chat flows in your bot as an overview, which would allow us to see if there are overlaps, maybe some answers are too similar and need to be condensed. I understand that the Ada developers are working on this so it's already on the roadmap.

Recommendations to others considering the product:

It's a great complementing tool to our current service and frees up our 'Human Support' to work on more complicated matters.

What problems are you solving with the product? What benefits have you realized?

We manage a high volume of users with a small support team, Ada allows our internal staff to focus on more complicated matters. By using Ada to help our clients with basic questions and technical know-how, it covers a wide range of subjects and often resolves their problems without being escalated to human support.


A
Small-Business
(11-50 employees)
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“Consistently impressed and very well supported”

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What do you like best?

The technology is thorough and works very smoothly, but the attentive support by our account manager and their technical team sets the entire experience apart. It has also allowed us to optimize the extensive help documentation that we have created for our users, something that had been previously ignored. Their team is very attentive to our personal needs and is great at focusing on the elements of their capabilities that apply most to us.

What do you dislike?

We haven't experienced any problems or challenges that weren't either totally reasonable or solved promptly. When we have had challenges, they have been promptly addressed by either our account manager or a technical expert within the company. Ada is easy to recommend for anyone with the motivation to set up and maintain it.

Recommendations to others considering the product:

Take plenty of time with set up and strategize a structure to your responses before you begin. Start simple and make things more complex slowly over time to avoid working yourself into any tangles.

What problems are you solving with the product? What benefits have you realized?

We have an extensive self-service help section, but our users rarely take the time to access it. Ada has provided a real-time support net to make sure our users are taking advantage of our self-service resources and freeing up our human support team to handle complex and creative problems. Ada also allows us to provide a more real-time experience to users when our live support is unavailable due to limited scheduling during slow seasons or extreme volume during busy seasons.


A
Mid-Market
(51-200 employees)
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Verified Current User
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“Intuitive and efficient!”

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What do you like best?

Having had previous experience with chatbots, I can say ADA's interface is undoubtedly the most intuitive, efficient and modern I've ever worked with. Creating answers or decision trees as well as changing chatbot functionalities is as easy as it can be! The native Zendesk integration available is also a great plus, which was extremely easy to set up, and got us going in no time!

What do you dislike?

The analytics section, although quite robust, could be improved, giving clients the option of seeing additional numbers and statistics. ADA's team however, is always willing to help you get further relevant information "outside the platform". Due to the fact that the Zendesk "ADA Glass" integration is a relatively new feature, it still has its teething problems. The ADA team however, is looking hard on investigating and solving these hiccups, recommending interim workarounds along the way.

Recommendations to others considering the product:

When looking to combine ADA's chatbot with a live chat platform, I would recommend going for the Zendesk Chat integration. Despite its teething problems due to the recent launch, ADA is headed the right direction!

What problems are you solving with the product? What benefits have you realized?

As a company which works with customers from all over the world, we are now able to provide multilingual assistance without the need of translating every single content/answer. Instead, we have the option of fixing small automatic translation hiccups in specific answers.


A
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
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“Easy as...!!!”

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What do you like best?

Having worked with other chatbot providers I can say without a doubt that using Ada is amazingly simple. Intuitive and clear. Communication with Ada is as fluent as one can wish!

What do you dislike?

One of our most valued features with Zendesk was the thumbs up thumbs down rating linked to our Customer Service Agents. Ada does not offer (now) any kind of tool to get reports on how our agents perform. In other words, the ratings given upon closing a chat conversation are not linked to a person. That kinda limits our performance assessment.

Recommendations to others considering the product:

Make sure you got Zendesk Enterprise accounts if you are integrating!!!

What problems are you solving with the product? What benefits have you realized?

Immediate customer service to our customers worldwide, 24/7/365. Analytics are being also very helpful when trying to understand our customer's struggles.


A
Mid-Market
(201-500 employees)
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“A chatbot that gets smarter and smarter”

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What do you like best?

Setting up Ada was surprisingly easy, and I love that the team is continually working to improve the product. You can be sure that your opinions and feature requests will be heard. They're incredibly responsive and great to work with.

What do you dislike?

A few of the things I disliked in the beginning have already been fixed!

Recommendations to others considering the product:

Make sure you fully understand what is included with the contract, including numbers of chats compared with what your agents are currently doing, and have a clear vision in mind of what you want the chatbot to do.

What problems are you solving with the product? What benefits have you realized?

Ada is great for deflecting simple customer questions and I love how easy it is to customize.