# Certainly Reviews **Vendor:** Certainly **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.8/5.0 **Total Reviews:** 11 ## About Certainly Certainly is on a mission to help businesses build incredible user experiences for ecommerce, replacing clicks with conversations. The Certainly Conversational AI software connects seamlessly across the platforms you run your business on, and we have customers and partners in over 20 countries worldwide. With its no-code Chatbot Builder, the Certainly Conversational AI Platform offers a fun and easy building experience. The product offers high-quality user experiences across channels, seamless integrations with dozens of business systems, and a powerful, proprietary AI that detects any language and offers ready-to-use content in 14+ languages. Certainly is trusted by brands such as Carlsberg, Tiger of Sweden, Booking.com, Rockwool, Trustpilot, Siksilk, Deloitte, Zendesk, and AKQA. For more info about pricing, or to get a personalized introduction to our services, contact us directly at sales@certainly.io or call us on +45 88 74 22 70. ## Certainly Pros & Cons **What users like:** - Users praise the **responsive customer support** and the platform's versatility for creating tailored chat-bots effortlessly. (3 reviews) - Users highlight the **automation capabilities** of Certainly, enabling fast and customizable chat-bot development with excellent support. (3 reviews) - Users value the **easy integrations** with platforms like Zendesk, enhancing their experience and customization options. (3 reviews) - Users appreciate the **seamless integrations** with various platforms, enhancing their ability to customize and personalize experiences. (3 reviews) - Users commend the **easy integration of AI** , enhancing understanding and generating tailored responses swiftly. (2 reviews) - Artificial Intelligence (2 reviews) - Customer Support (2 reviews) - NLP Capabilities (2 reviews) - Solutions (2 reviews) - AI Efficiency (1 reviews) **What users dislike:** - Users find the **inability to upload responses** for manual training cumbersome, affecting their customization experience. (2 reviews) - Users are frustrated by the **inability to manually upload spreadsheets** for training the bot, complicating the process. (1 reviews) - Users note that **analytics and report rework** is necessary, but improvements are anticipated from recent updates. (1 reviews) - Users are frustrated by the **inability to upload responses directly** , making it difficult to train the bot efficiently. (1 reviews) - Users are frustrated by the **lack of manual upload options** for training the bot on the Certainly platform. (1 reviews) - Difficult Navigation (1 reviews) - Downtime (1 reviews) - Inaccuracy (1 reviews) - Inadequate Reporting (1 reviews) - Lack of Resources (1 reviews) ## Certainly Reviews ### 1. Analytics & Reporting Enhancements **Rating:** 4.5/5.0 stars **Reviewed by:** Tyler F. | Tech, Semiconductors, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2023 **What do you like best about Certainly?** Recent improvements made by Certainly show how seriously they are taking improving analytics and reporting capabilities. The technology shows potential for speeding up training for big datasets and increasing operational effectiveness. **What do you dislike about Certainly?** Product management inherently lacks a reliable internal procedure and necessitates unwavering human commitment. The software has a tendency to freeze while receiving a lot of data, which increases the chance that changes may be made incorrectly. **What problems is Certainly solving and how is that benefiting you?** With the help of its highly intelligent bot, BotXO, certainly answers the issue of streamlined customer care. Our companys valuable time and resources are efficiently conserved by this solution, allowing us to focus our attention on other important duties. ### 2. I have been thoroughly impressed by my experience with Certainly. **Rating:** 4.5/5.0 stars **Reviewed by:** Oleksandr C. | Continuous Improvement Lead (Operations Manager), Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2023 **What do you like best about Certainly?** + Their chat-bot development is top-notch, and the compatibility with Zendesk is seamless. + The versatility of the platform is what sets it apart, allowing me to create custom chat-bots that meet my specific needs. + The support I have received throughout the onboarding process has been exceptional, and the platform's versatility has allowed me to create a chat-bot that is tailored to my business's needs. **What do you dislike about Certainly?** -Analytics and reports require some rework, but recent updates show that team is working hard on that one. I am eagerly looking forward to the development of their translator, as I know it will only make an already outstanding product even better! **What problems is Certainly solving and how is that benefiting you?** Certainly is solving several critical business challenges for me. Firstly, by automating simple purchase flows and scheduling procedures, they have reduced the workload on my agents, freeing them up to focus on more complex customer inquiries. This has resulted in a 39% reduction in requests going to agents, freeing up valuable time and resources. Additionally, by automating these processes, my sales department is able to have more meaningful conversations with customers, rather than spending time on generic inquiries. And, the completely automated scheduling procedure has been a game-changer, providing me with real-time information on customer attendance and reducing no-shows. These benefits have significantly improved my overall customer service experience and made a tangible impact on my business's bottom line. ### 3. Robust and Accurate AI/ML bot **Rating:** 5.0/5.0 stars **Reviewed by:** Anurag K. | Business analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2023 **What do you like best about Certainly?** Very responsive customer support. Module wise section for easier understanding. AI generation is at fast pace and easy to understand. Very easily integratable to our platform. **What do you dislike about Certainly?** Amount of time to train big data sets can be reduced. Uptime of the platform can be increased. It could be better if they include user manual videos for easier navigation of new users. **What problems is Certainly solving and how is that benefiting you?** It is helping our website in customer engagement and signup increase. Resolving simple issues which might be facing . Overall the experience have been made smoother in terms of amount of time customer spend time on website. ### 4. Robust and Powered by AI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2023 **What do you like best about Certainly?** The integration with ChatGPT and processing for contextual language understanding and response is very complex and allows for hundreds and even thousands of tailored responses for our customer base. **What do you dislike about Certainly?** I dislike that we are currently unable to upload our spreadsheet of responses ourselves into the Certainly platform and train our bot manually outside of hand-typing each response. **What problems is Certainly solving and how is that benefiting you?** We wanted a next-gen chat bot for our website that would support our customers and allow them to have answers to all of their product related questions immediately without needing to rely on a call center. ### 5. Europe's Top AI Bot Solutions Provider **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos R. | Senior Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2022 **What do you like best about Certainly?** With Certainly, you ensure top-quality service to deliver a fantastic AI Bot that your customers will love! Together with Certainly, we have helped our customers enhance their customer experience with: - Their comprehensive, module-based canvas where you can create your bots and efficiently manage them. - Their Webhook building features enable us to offer an intelligent Bot that may help customers self-service themselves. - Their AI platform is already built, so most of the heavy lifting is off our shoulders. No coding is required! - Their proactive and friendly Support will always lend you a hand, and they want to build long-lasting relationships by engaging with us to test new features. - Their native integration with Zendesk is fully supported, allowing us to create ticket handovers to follow up with our customers! **What do you dislike about Certainly?** Here are some ideas for improvement, guys. Nonetheless, fantastic work so far! - We'd like to see that the Suggested Replies in Modules could take other forms besides separate buttons (for example, a list type input, a slider, or a date picker...) - For big Bots, we'd love it if one could select and highlight areas from the canvas with different colors or something similar, so the canvas is sliced in sections in a more visual way. - Also, for big Bots, we believe it would be good if you could search for keywords based on the content. There is no search function right now, and with Ctrl + F, you can only look for the titles. - We'd like to see that when linking URLs as content within modules, we could also create URL texts for the link instead of the URL link (which sometimes are ugly and long...) - More rich formatting options! ❤ Having a reply starting with an actual Header makes the content much friendlier to read **What problems is Certainly solving and how is that benefiting you?** Certainly 's solutions allow us to offer our customers more self-service options, allowing customers to help themselves and, thus, help Fintiba allocate resources better where our customers need our assistance. Less workload, happier customers... Certainly enables us to free ourselves from routine operational tasks and focus on adding long-term value for our customers! ### 6. Good Team, Good Product **Rating:** 4.5/5.0 stars **Reviewed by:** Vahe K. | Manager, Creator Support Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** June 29, 2022 **What do you like best about Certainly?** Certainly seems like at a stage, when they can still focus on every customer's success. It is their big advantage among many SaaS solutions on the market when the conversations with support and success teams become an "enterprise-level" bureaucratic back and forth. **What do you dislike about Certainly?** Can't specify exactly, the overall experience has been good. Some of the problems we had were related to uptime and errors, as well as lack of features, but it's resolved mostly. **What problems is Certainly solving and how is that benefiting you?** It's a good drag-n-drop no-code chatbot solution for businesses of every type, and specifically for Creator Operations at Picsart it has provided some good and relatively quick setup. I should mention though that the product administration needs a well-established internal process and dedicated human effort. ### 7. So much more than a chatbot! **Rating:** 5.0/5.0 stars **Reviewed by:** Ulrik L. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2022 **What do you like best about Certainly?** Besides the basic fact that it has drastically reduced Pakke.dk’s expenses on customer care, and thus increased our profits substantially, it is also clear by now that the quality of the output is nothing but amazing. We operate in several languages in the entire Scandinavian market and the US, and we see the same pattern emerge across cultural and language differences. It reduces time spent, raises the profit, and adds quality due to the persuasive design of the interaction ontology. In solid numbers, the conversion rate for traffic coming through the chatbot is 4 times higher. What else on the market does that?!? If you know, please tell us. **What do you dislike about Certainly?** On one hand, the builder is nice because it is simple, but perhaps it’s a bit too simple, in terms of channel-specific customization. A tailored fit is always nice. On the other hand, moving away from simplicity has a cost also. The more options, the more choices you must make. **What problems is Certainly solving and how is that benefiting you?** Pakke.dk can now manage a world-class 24/7 multilingual customer service with very little effort. The conversion rates we experience make it a growth engine, increasing sales and enabling us to expand internationally. It’s a perfect fit with the nature of Pakke.dk because it utilizes the power of digitalization to improve quality, speed, and profit. This is a very easy product to endorse. ### 8. Great, easy to use product, amazing staff and support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2022 **What do you like best about Certainly?** The chatbot is fast and easy to use. It's easy to train it to understand natural language questions and comments. The staff are amazing and the most helpful! **What do you dislike about Certainly?** I've not found any major downsides other than the occasional reaction you might find to people who are chatting with a bot **What problems is Certainly solving and how is that benefiting you?** Helping serve more customers via live chat with less agent availability. Funneling chats that do come in to the right users. ### 9. Enjoy working with Certainly? Absolutely! **Rating:** 5.0/5.0 stars **Reviewed by:** Nadin K. | Head of Customer Service **Reviewed Date:** February 14, 2022 **What do you like best about Certainly?** I am amazed by the product but also the level of service from the Certainly staff. They are always very helpful and have some amazing ideas... They NEVER say "no" or "not possible"! **What do you dislike about Certainly?** Nothing - absolutely nothing! This is an amazing product that has helped us from day 1. **What problems is Certainly solving and how is that benefiting you?** The chatbot is taking care of 50% of our contacts and our human agents don't spend time on the "general" questions anymore. The chatbot can help the customer choose the right size and the best is that the chatbot is available 24/7. ### 10. Great journey so far **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Certainly?** The customer support team have been fantastic, bots are easy to set up and build. **What do you dislike about Certainly?** I haven't found any faults with Certainly so far **What problems is Certainly solving and how is that benefiting you?** During increases in customer traffic Certainly Bots have certainly been able to help with that ### 11. BotXO - scarily clever bot **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Small-Business (50 or fewer emp.) **Reviewed Date:** September 20, 2019 **What do you like best about Certainly?** - Incredibly smart AI - Can answer correctly with only a partial match of the question that was submitted - A lot of option for modification - You can filter questions and answers for an easy search - You can modify multiple solutions for one question - After a specific answer by the bot, you can add buttons with similar questions. Our clients can click on them, and the bot will provide further information **What do you dislike about Certainly?** - Difficult setup - Slow saving of the changes - Does not have a mobile software - Global connections open and closes very slow **Recommendations to others considering Certainly:** I recommend clicking on "Save changes" after every change you made. The software can freeze when a lot of information is inputted and you can lose your changes (very painful) **What problems is Certainly solving and how is that benefiting you?** After the difficult setup, BotXO is a pleasure to use. It can handle a lot of customer inquiries correctly and answer questions written in a difficult to understand English (from users that do not know English very well) ## Certainly Discussions - [What is Certainly used for?](https://www.g2.com/discussions/what-is-certainly-used-for) - [View Certainly pricing details and edition comparison](https://www.g2.com/products/certainly/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-13+13%3A11%3A19+-0500&secure%5Bsession_id%5D=64623cda-2796-4ed7-846b-4f6e35c904de&secure%5Btoken%5D=e04eac46b83e6551dd94ffd46fb009972086faf1320b123dc1fbc2713ec48568&format=llm_user) ## Certainly Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Visitor Behavior** - Monitoring - Targeting - Guided Selling **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Templates** - Library - Customization - Optimization **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Agentic AI - Bot Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Personalization** - Recommendation - Content - Cart Abandonment - Search - Personalization Engine - Product Recommendations - A/B Testing - Personalized Messaging **Artificial Intelligence** - Learning - Language - Conversational AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Multichannel** - Web - Email - Mobile **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Administration ** - Marketing Campaigns - Reports & Analytics - User Data - Integrations **Agentic AI - E-Commerce Personalization** - Natural Language Interaction - Proactive Assistance **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Certainly Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,685 reviews) - [Gladly](https://www.g2.com/products/gladly/reviews) - 4.7/5.0 (1,085 reviews) - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)