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Webio Reviews & Product Details

Webio started when a small band of pioneering friends/colleagues saw a bright future in using conversational AI for customer engagement. Their intuition was spot on, and today Webio is innovating and delivering success in the credit, collections and payments industry. The Webio team is spread across Ireland, the UK and Europe, and is continually growing as fresh talent joins the company. Webio orchestrates conversational customer engagement, at scale and across multiple digital messaging channels. The platform uses Natural Language Processing and AI chatbots to automate the debt collection and payment process. With the digital assistants dealing with well over half the customer conversations, a company can do more collections with fewer resources, and operate more efficiently at a reduced cost. A blended approach is used and live agents take over where needed. Webio knows that empathy is the key to successful customer interactions and uses the AI-driven Propensity Studio to recognise a vulnerable customer's state, context and intent, and guides the conversation accordingly to a favourable end.

Seller

Webio

Languages Supported

English

Product Description

Webio uses the power of artificial intelligence to streamline inbound and outbound customer communications across all channels

Overview by

Ann-Marie O'Grady

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Webio Media

An overview of Webio activities

Visual queue management

Manage customer conversations across all channels

Manage communication campaigns

Create bot conversations

Webio Reviews (3)

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CM

Chris M.

Small-Business (50 or fewer emp.)

4/3/2023

"Great product delivered by great people!"

5/5

What do you like best about Webio?

Great Product(s): Webio has enabled us to engage with more customers. More engagement has helped us create more outcomes and provide a better service as customer demand for multi-channel communication is ever-growing. We have also been lucky to join the Webio journey at a time to test the launch of the Self-Service-Studio; this feature should enable our customers the ability to manage their account at the time of their choosing with no interaction required from agents.

Great People: From day one, Rob fully understood how Webio could help benefit our business. At the start of our pilot, we set goals to measure success and continue to meet these objectives. During our pilot of the product, Marina & Rob have collectively been great to work alongside, helping us overcome any issues and providing suggestions on further increasing engagement and improving service overall. I can't praise either enough, a pleasure to work alongside. Review collected by and hosted on G2.com.

What do you dislike about Webio?

The manual creation of campaigns and uploading of data could be a little smoother & bot creation could be simplified. However, when suggestions have been put to Webio, Marina and Rob always take this seriously. I have never had the sense that proposals for change are brushed off. In the short time working with Webio, we have seen changes made to the platform from suggestions that we have made. Review collected by and hosted on G2.com.

What problems is Webio solving and how is that benefiting you?

The primary challenge posed to Webio was to help us to:

1. Help us to engage with more customers in and out of core business hours

We have seen increases in overall daily customer engagement and customer outcomes.

2. Help us to provide customer outcomes when out of business hours

We are hoping with the addition of the self-service-studio, we will be able to re-connect to customers to enable them to manage their accounts remotely, in their own time and with or without the assistance of agent support. Review collected by and hosted on G2.com.

SF

Samantha F.

Small-Business (50 or fewer emp.)

2/8/2023

"If you're looking to start your digital journey, look no further than Webio."

5/5

What do you like best about Webio?

The main point that stands out to me, is the service. The product its self is great which I will come on to, however, when you're trialling a new initiative, to me, good service and a good CS Manager is imperative to ensure you achieve your goals. Our CS Manager, Marina, is fantastic. I have never experienced such excellent service. I would go as far to say that Marina's attentiveness has been a big factor in us implementing Webio on a permenant basis.

In regards to the product, I have worked with other livechat providers and Webio is a fantastic digital channel. Reporting is simple, the lay is great and they are constantly improving their services and really value feedback from their clients. It's simple to use for agents up to Senior Leadership so it was fairly easy to train out as well, so it was a smooth transition for us. Review collected by and hosted on G2.com.

What do you dislike about Webio?

We have to upload our campaigns manually. As our business grows, as we have introduced Webio into other areas of the business and created more campaigns, this can be very time consuming.

I have put forward a few suggestions in order to make our lives easier such as, introducing bank holidays to all bots so we don't have to update this manually each time, having 30 minute increments etc Review collected by and hosted on G2.com.