154 Ada Reviews
Overall Review Sentiment for Ada
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ADA is easy to use and easy to understand how their system works. The way how to set up the automated answers is also easy to do since the options such as text box, videos, and images can be dragged and dropped to the chat flow plus the actions available make the chat flow properly work. Review collected by and hosted on G2.com.
The technical terms that we need to understand for the chat flow to work. But once you know those terms, it's going to make the chat flow outstanding. Review collected by and hosted on G2.com.
Since starting with Ada over 2.5 years ago, we've had a fantastic relationship with the team. We've always gained their upmost support, encouragement and guidance. We've worked hard with Ada, to get to a high containment rate which we are extremely happy with.
Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!
We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.
We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!
My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction! Review collected by and hosted on G2.com.
We often raised issues, not knowing there was a page/trigger for this to be notified. We've since been added. We also mentioned we would have loved more in person training/on call. In fairness, after mentioning this, the team always jumped on calls as soon as they could to assist. Review collected by and hosted on G2.com.
Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog. Review collected by and hosted on G2.com.
Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule. Review collected by and hosted on G2.com.
I like the support, I don't have to wait days to get a response. Having a contact channel with the ADA is very good for us.
The tool is intuitive and gives a lot of autonomy to those who don't understand much about programming.
It's easy to use, and you don't need to spend days studying the platform to understand how each feature works. Review collected by and hosted on G2.com.
I believe that having a field to write programming language would be cool.
Making some words bold, underline or change color would suit our needs a lot.
Having a customizable dashboard, which really meets what the company needs, would also make everyday life easier. Review collected by and hosted on G2.com.
- Easy to integrate with other systems
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate Review collected by and hosted on G2.com.
- I find that the reports/statistics are a bit tricky to understand, or fully accurate
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language Review collected by and hosted on G2.com.
I love how accessible Ada is: When I started managing our bot, Ada Academy made onboarding easy and comprehensive. In my day-to-day, Building Blocks make answer-building straightforward and even fun! I've also found our rep, Gina, to be very attentive. Review collected by and hosted on G2.com.
I rely heavily upon Ada's reports to identify training opportunities and report to higher-ups. When gathering data, I often see conflicting numbers, which makes it hard to measure the effectiveness of the bot. These cases have been escalated to your Developers in two separate tickets, but have not seen any follow-up.
We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support. Review collected by and hosted on G2.com.
Best-in-class chatbot that looks great and performs well. The builder platform has a drag-and-drop blocks design that makes building the chatbot a logical, intuitive, and efficient experience. Ada integrates well with Zendesk, so if you are using Zendesk, it is a perfect match. Review collected by and hosted on G2.com.
If you have multiple chatbots on contract with Ada. The chatbots don't connect or aggregate data in any way. this makes for a disjointed experience. In a world where every application has an open API, Ada charges a lot for access to their data API. Pre-built integration are also a little lacking. Review collected by and hosted on G2.com.
Gives you a lot of flexibility as answers can be built and changed fast
you can automate customer interactions easily and improve based on the data you get back
team is super helpful
the NLP works great Review collected by and hosted on G2.com.
the building experience can be improved - some of the UX is not very intuitive
we need more components in Ada to be able to build different experiences, like a searchable list block for example
more customization options would be great. would help to bring the Ada chat look and feel closer to the look and feel of the page that you're integrating Ada into Review collected by and hosted on G2.com.
The monthly communication and implementation team are best in class. Setting up our bot was an incredibly enjoyable process with an excellent dedicated guide from ADA. Couldn't have asked for more in the implementation. The ongoing monthly support and availability for questions has been like no other vendor experience. Review collected by and hosted on G2.com.
We've yet to experience a downside, even things we are hoping for improvement on are accounted for and circled back with a product roadmap or other update Review collected by and hosted on G2.com.
