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This is a great, customer friendly chatbot that is very easy to use. I really like how it identifies unanswered questions so that we can continually review and improve on this area of customer service. The system itself is easy to navigate and is easy to update and make changes. The dashboard provided is great for monitoring and providing feedback.
Alice is an absolute pleasure to work with and nothing is ever a problem. She is so helpful, patient and accommodating. Review collected by and hosted on G2.com.
There is nothing that I dislike, Futr are constantly reviewing their services and systems and continually introducing new items to the platform. Review collected by and hosted on G2.com.
20 out of 21 Total Reviews for Futr
Overall Review Sentiment for Futr
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The dashboard is really user-friendly and intuitive - less time required for training as it's super simple. The interface on the end user side is great. It's such a great resource and we've only really scratched the surface yet. Alice is honestly amazing and provides great customer service - she's always enthusiastic, happy to help, really informative and goes the extra mile. She's a real joy to speak to and is always full of great suggestions and ideas for how to make things better/easier. Review collected by and hosted on G2.com.
It would be handy to see a summary of transcripts rather than the complicated titles it generates. It would be great to be able to resend an invite if someone we've added hasn't picked up the link in time, rather than have to delete them and re-add. Very small niggles though! Review collected by and hosted on G2.com.
The interface, customer support and user experience are all fantastic. Alice (customer Success Director) is also utterly great and constantly able to give us new ideas. She is also a wealth of technical knowledge and manages even the most accute questions with ease. Futr is great to work with! Review collected by and hosted on G2.com.
Futr can require maintenance and work, but the tools provided to make that as easy as possible are truly excellent. Review collected by and hosted on G2.com.
It provides another way for customers to comtact you
Has the auto chat option for when the office is closed so 24/7 service Review collected by and hosted on G2.com.
Occasionally have issues with chat notifications not comin through or coming late for some agents Review collected by and hosted on G2.com.
Futr has really helped us to answer our customer questions in a natural and human way- we've given the chatbot a persona and we've adapted all the answers to our tone of voice. We absolutely love how it learns from all the questions asked and really helps us to make sure we have those answers in an accessible and customer focused way.
The support we've had from Alice and the team at Futr from the moment we set up our chatbot has been brilliant, really getting great tips and advice from experts has made a huge difference Review collected by and hosted on G2.com.
To be honest, I've not found a downside- I guess it would be good if the floating hot topics on desktop worked on mobile but I get why it doesn't and the alternative carousel solution within the chatbot is good! Review collected by and hosted on G2.com.
Futr has allowed our organisation to try new ways of speaking to our customers and helping them, but also the fact they are a company that clearly care about their customers, they know what they are doing and they are great to work with in general Review collected by and hosted on G2.com.
I can't think of anything I dislike, if there have ever been issues or queries we have had, they are always looked at and resolved super quickly and efficiently Review collected by and hosted on G2.com.
Futr has brought about a way of working the allows the company to upload relevent/current infrmation for our customers to view before making that decision to call in. Review collected by and hosted on G2.com.
At this time there is noting to fault the service. Review collected by and hosted on G2.com.
Easy to use and configure - allows multiple team members to review transcripts and keep the question library updated. Having a chatbot that is clunky or difficult to maintain would make it less likely to stay relevant so this is an important factor for me.
Excellent support from account team - we have regular calls with our colleagues at Futr to discuss performance and ideas for improving usage and confidence rates. Always positive and focused on making the experience better for both ourselves and the end-users. Review collected by and hosted on G2.com.
No real dislikes - couple of things I believe are currently in development with Futr that would be good to see (i.e. drilling down in more detail on abandoned contacts and long waits so the particular instances can more easily be indentified etc.). Always have a positive response from Futr when I raise suggestions, so I am confident that developments will continue into the future. Review collected by and hosted on G2.com.
Working with an excellent team. The support not only from our CSM but the technical team is fantastic - they can't do enough for us! Other key factors are that it's really easy to use - the interface is very user-friendly and has a lot of functionality - the language support is great. I love that Futr is a developing product and they're always keen to share new functions by communicating in person - so it's not reliant on me having time to spend in the platform checking for notifications and reading guides. Review collected by and hosted on G2.com.
It took us a little longer than expected to get on the platform but that was because we had some customisation (which we got great support on achieveing and has since been made part of the product) and a couple of teething issues around launching on a single page application site (e.g. the tag wasn't firing because there wasn't a new page load event). For a simple integration it would be really easy and quick. Review collected by and hosted on G2.com.
One that i love about Futr ir that it is very easy to create chatbot automation and the ability to integrate with other platforms, which helps a lot when you use a lot of data. Other programs are very hard or complex to configure so it's something that Futr can be differentiated from. Review collected by and hosted on G2.com.
Having better support and detailed resources on using the platform would be great. I did not have any problems with that because I have some experience in this, but for other people, it may be difficult to understand, I would not say hard because the platform gives a lot of information, but it may take a little more. Review collected by and hosted on G2.com.
Futrs Chatbot allowed us to introduce an additional communication channel for our out-of-hours 24/7 service. Alice worked closely with us from day one to evaluate how our clients interacted with us before and after the introduction of Chatbot, clearly understanding our brief and working with us to flex and adapt as we required.
Alice has been supportive and guided us throughout the process. She is currently collaborating with us on a trial of the chatbot in another area of our business. Review collected by and hosted on G2.com.
There isn’t anything. The back-office function of the system is easy to navigate, and Futr seems keen to review, test and make systems improvements based on the feedback they receive. Review collected by and hosted on G2.com.
