For us, the alternative to Frame would be a ticketing system (Zendesk, etc). We want the features of the ticketing system such as escalation and reporting, but we don't want to lose the personal feeling of support. Frame's ability to offer escalation and reporting while remaining completely out of the customer experience and only be present in our support engineer view was the selling point for us. Review collected by and hosted on G2.com.

As a technical product, error messages pasted into Slack often trigger the NLP "negative" filters. Review collected by and hosted on G2.com.

Frame AI automatically bubbles up customer interactions and somehow understands the language in the interactions well enough to identify risks and deliver alerts to the team when customers are at risk. So it's helpful to managers like me so you don't have to look into every single client interaction, you can just deal with the important ones.

We use a real-time custom health score that Frame AI passively applies to every single conversation so that we don't have to rely on CSAT. The coverage across 100% of our interactions gives us much more confidence in our metrics, and we don't have to rely on our customers answering surveys. Customers didn't like taking the CSAT surveys, so this is a huge improvement. Review collected by and hosted on G2.com.

It's not perfect, it can pull up "negative" interactions that are just clients joking around. Review collected by and hosted on G2.com.

The data I am seeing is helping me accurately identify what my customers are actually talking about. The dashboards give me easy visibility as to what my team is busy doing. FrameAI's insight report is something I use on a daily basis.

The team I am working with is amazing. Not only answering my million and one questions I have, but sometimes when I ask a question after hours, I get a response right away! I also love the fact that the team helps me think things through when I am trying to implement something. Review collected by and hosted on G2.com.

Honestly, there isn't much that I dislike. If I had to say one thing, I think it would be to know all FrameAI can do. But the team is always ready to respond and ready to help. Review collected by and hosted on G2.com.

I like being able to see how much time we spend chatting in slack, as well as the teams/agents who are most active. Also, the frame team we work with are great. They're knowledgable and helpful with our use cases. Review collected by and hosted on G2.com.

There is a lot of customization that is needed, which a plus, but also a lot of work if you don't quite know where to start. Review collected by and hosted on G2.com.

One of a kind tool for working with customers in slack, plus additional integrations into other customer success and customer support platforms. Team is incredibly helpful and throws a lot behind making sure we have the Workflows and data available to operate our CS program.

Frame is one of those category-defining tools you didn't know you needed until you start using it. Review collected by and hosted on G2.com.

I honestly can’t think of anything. It’s great. There are a few rough edges with respect to case management, but I know they're hard at work with more improvements there. Review collected by and hosted on G2.com.

We can track customer and agent activity in Slack. We can identify key areas of our tool where customers are engaging in the most discussion. Review collected by and hosted on G2.com.

The stream of data is a little overwhelming at first. It also requires quite a bit of fine-tuning to filter out the "noise". The wide variety of different graphs and datasets means that it can sometimes be difficult to find the view you're looking for. Review collected by and hosted on G2.com.

Frame.ai empowers our team to both serve as an extension of our client teams while being able to maintain focus on the right problems. Their dashboards allow us to understand potentially problematic clients and high performing agents. Their roadmap around case management is also super exciting! Review collected by and hosted on G2.com.

I just can't wait for more case management features! Review collected by and hosted on G2.com.

Frame.ai not only provides us with what we request, they go above and beyond and treat us as a priority. George, Robbie and team are wonderful to partner with. Review collected by and hosted on G2.com.

Based on the function I am currently utilizing Frame for I currently see no downside. Review collected by and hosted on G2.com.

Frame.ai allows us to become much more proactive when solving member issues. They provide us the tools to uncover issues even before our members are aware of them. Review collected by and hosted on G2.com.

We are still very early in our relationship with Frame and so far I do not have any negative issues. Review collected by and hosted on G2.com.

We've been using Frame for a couple of months now, and what I really love is the summary of wins, risks, and issues. I can quickly scan each category to get a sense of CSAT/VOC without having to look at only low sat survey scores. Review collected by and hosted on G2.com.

With any tool, you get false positives so you do need to drill down. You can flag the false positives which helps the AI backend learn. Review collected by and hosted on G2.com.