G2

SADASHIV Y.

BDM

Small-Business (50 or fewer emp.)

7/14/2026

"Steps AI’s Omnichannel “AI Brain” Streamlined Our Support and Boosted Conversions"

5/5

What do you like best about StepsAI?

What I love most about Steps AI is its true omni-channel capability. Our customers can move seamlessly from our website widget to WhatsApp or Instagram without losing any conversation context. Having one unified “AI brain” managing all these channels—while also integrating smoothly with our CRM and tools like Shopify and Slack—has tremendously streamlined our customer experience. The ability to handle live order tracking, recommend products dynamically to shoppers, and automatically escalate complex issues by creating CRM tickets is a total game-changer. It has significantly reduced our repetitive support tickets and boosted our storefront conversion rates. Review collected by and hosted on G2.com.

What do you dislike about StepsAI?

While the basic chat analytics are helpful, I’d really like to see deeper, more granular reporting. More advanced dashboards that let us track specific customer pathways, define custom drop-off points, and review detailed sentiment analysis over time would make it much easier to optimise our AI agent’s responses and understand what’s working. Review collected by and hosted on G2.com.

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

Customer Support Efficiency (Best for support teams)

Problem Solved: Before StepsAI, our support team was overwhelmed by repetitive, low-tier inquiries—things like order tracking, return policies, and basic FAQs. That constant volume slowed our response times and contributed to agent burnout.

The Benefit: StepsAI has fully automated these first-line questions. It now handles over 80% of routine requests instantly, which has freed our human agents to focus on more complex, high-value customer issues. As a result, our average resolution time has dropped significantly, and customer satisfaction has improved in a noticeable way. Review collected by and hosted on G2.com.