Zowie Features
What are the features of Zowie?
Platform
- Live chat
- Integrations
- Branding
- Analytics
- A/B testing
- Role-based access
- Collection of information
Self-Service Platform
- Automation
- Artificial Intelligence
- Integrations
Responses
- Customization
- Control
- Route To Human
- Menu bars
- Drip sequences
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Zowie Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. | Not enough data | |
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 15 Zowie reviews. | 89% (Based on 15 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | Not enough data | |
Integration | Integrates with other customer service software to improve support and enhance functionality | Not enough data | |
Reporting | Provides analytics tools that reveal important business metrics and track progress | Not enough data | |
Dashboards | Displays important metrics relating to performance | Not enough data | |
Conversation Editor | Allows business to edit conversations to meet the unique needs of one's business. | Not enough data | |
Integration | Gives users the ability to update systems, like CRM, based on conversations. | Not enough data | |
Human-In-The-Loop | Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. | Not enough data | |
Live chat | Based on 30 Zowie reviews. Provide tools for live chat on one's website. | 93% (Based on 30 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. 37 reviewers of Zowie have provided feedback on this feature. | 91% (Based on 37 reviews) | |
Branding | As reported in 38 Zowie reviews. Has the ability to customize look and feel of chatbot to match` company branding. | 90% (Based on 38 reviews) | |
Analytics | Gives user the ability to analyze conversations with the chatbot and see its performance. 44 reviewers of Zowie have provided feedback on this feature. | 85% (Based on 44 reviews) | |
A/B testing | Allows users to test the efficacy of various responses through A/B testing. This feature was mentioned in 26 Zowie reviews. | 88% (Based on 26 reviews) | |
Role-based access | Allows for varying access to chatbot and admin settings, depending on user, their role, etc. This feature was mentioned in 36 Zowie reviews. | 87% (Based on 36 reviews) | |
Collection of information | Can collect and store information from interlocators, such as email, phone number, etc. This feature was mentioned in 38 Zowie reviews. | 88% (Based on 38 reviews) |
Ticket and Case Management
Ticket Creation User Experience | User Experience of creating and submitting a ticket | Not enough data | |
Ticket Response User Experience | User Experience of responding and receiving a response | Not enough data | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions | Not enough data | |
Automated Response | Respond to common requests with standard reply | Not enough data | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) | Not enough data |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions | Not enough data | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives | Not enough data | |
Customer/Contact Database | Central repository for account and contact information | Not enough data |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | Not enough data | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | Not enough data | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live | Not enough data | |
Social Media Integration | Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | Not enough data | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. | Not enough data |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. This feature was mentioned in 19 Zowie reviews. | 89% (Based on 19 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. 14 reviewers of Zowie have provided feedback on this feature. | 87% (Based on 14 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices 19 reviewers of Zowie have provided feedback on this feature. | 85% (Based on 19 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences 19 reviewers of Zowie have provided feedback on this feature. | 87% (Based on 19 reviews) |
Self-Service Platform
Branding | As reported in 18 Zowie reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 81% (Based on 18 reviews) | |
Automation | Automates some or all operation related tasks This feature was mentioned in 23 Zowie reviews. | 88% (Based on 23 reviews) | |
Artificial Intelligence | As reported in 23 Zowie reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 83% (Based on 23 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 20 Zowie reviews. | 96% (Based on 20 reviews) |
Communication
Pop-up Chat | Based on 15 Zowie reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 93% (Based on 15 reviews) | |
Notifications | Delivers notifications to both sides of the conversation. 15 reviewers of Zowie have provided feedback on this feature. | 90% (Based on 15 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. 15 reviewers of Zowie have provided feedback on this feature. | 89% (Based on 15 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. This feature was mentioned in 17 Zowie reviews. | 94% (Based on 17 reviews) | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. This feature was mentioned in 16 Zowie reviews. | 93% (Based on 16 reviews) | |
Team Inbox | Based on 15 Zowie reviews. Provides a central location for help requests, helping employees respond sooner. | 92% (Based on 15 reviews) | |
Customer Profiles | Based on 13 Zowie reviews. Allows for the creation of profiles for contacts and customers. | 88% (Based on 13 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. | Not enough data | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. | Not enough data | |
Macros | Allows administrators to create templated responses to frequently asked questions. | Not enough data |
Channels
Ability to connect agents with customers through Live Chat.
| Not enough data | ||
Social | Connects employees with customers through a social media solution. | Not enough data | |
Live Chat | Ability to connect agents with customers through email.
| Not enough data | |
Phone | Connects employees with customers through a calling solution. | Not enough data | |
Text | Ability to connect agents with customers through text message solution.
| Not enough data | |
Social Media | Conversations enacted over social media. | Not enough data | |
Website | Conversations enacted through embedding or pop-ups on websites. | Not enough data | |
Text Message (SMS) | Conversations enacted through text message (SMS). | Not enough data | |
Voice Assistants | Conversations enacted through voice assistants. | Not enough data | |
Other | Conversations enacted through other channels. | Not enough data |
Insight
Surveys | Provides opportunity for customers to give feedback through a survey. | Not enough data | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. | Not enough data | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | Not enough data | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. | Not enough data |
Messenger
Sequencing | Mapped-out responses for conversations. | Not enough data | |
AI | Artificial intelligence (AI) and chatbot involvement. | Not enough data | |
Live Chat | Live human component of conversations. | Not enough data | |
Customization Interface | Quality of interface for designing and customizing conversation maps. | Not enough data |
Customers
Targeting | Overall quality of customer targeting based on needs or situations. | Not enough data | |
Profiles | Creation and modification of customer profiles based on conversations. | Not enough data | |
Analytics | Reporting based around specific and overall conversation results. | Not enough data | |
Lead Gathering | Capture and organization of leads from conversations. | Not enough data | |
Sales Conversion | Success rate of conversations leading to customer purchases. | Not enough data |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. | Not enough data | |
Internal Discussion | Provides a dedicated space or a thread feature that allows for long-form discussion. | Not enough data | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. | Not enough data | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. | Not enough data | |
Templates | Allows users to create canned answers or templates for email responses. | Not enough data | |
Integrations | Integrates without outside software to provide additional functionality or pull information. | Not enough data | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. | Not enough data |
Analytics
Trends | Analyzes trends in email content and resolution. | Not enough data | |
Performance Tracking | Tracks performance and productivity of users inside the application. | Not enough data | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. | Not enough data |
Responses
Personalization | Provides personalized responses to interlocator based on segmentation or past responses. | Not enough data | |
Route To Human | Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. | Not enough data | |
Natural Language Understanding (NLU) | Can have a natural, human-like conversation with an interlocator. | Not enough data | |
Customization | Customize your chat workflows with rules and automations. This feature was mentioned in 43 Zowie reviews. | 97% (Based on 43 reviews) | |
Control | Control who the chatbot converses with (and when). This feature was mentioned in 43 Zowie reviews. | 91% (Based on 43 reviews) | |
Route To Human | Based on 42 Zowie reviews. Has the ability to connect interlocator with a human agent when the need arises. | 90% (Based on 42 reviews) | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. 41 reviewers of Zowie have provided feedback on this feature. | 89% (Based on 41 reviews) | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. This feature was mentioned in 31 Zowie reviews. | 87% (Based on 31 reviews) |
Conversational Platform
Personalization | As reported in 11 Zowie reviews. Identifies the customer and personalizes interaction at every touchpoint. | 91% (Based on 11 reviews) | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Transcripts | Maintains a transcript of conversations from all channels. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 10 Zowie reviews. | 87% (Based on 10 reviews) |
Customer Support
Text | Is able to process inquiries submitted by text data from live chat, email, or SMS | Not enough data | |
Speech | Comprehends human speech and can transcribe it to text for processing | Not enough data | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries | Not enough data |
Automation
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents | Not enough data | |
Customization | The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence | Not enough data | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to | Not enough data |
Artificial Intelligence
Learning | The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | Not enough data | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages | Not enough data | |
Conversational AI | The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
Automation - AI Agents
Sales Follow-Up | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Customer Interaction Automation | Allows users to automate responses to customer inquiries across various channels. | Not enough data | |
Lead Generation | Allows users to automate the process of generating and qualifying sales leads. | Not enough data | |
Document Processing | Allows users to automate the handling, processing, and management of documents. | Not enough data | |
Feedback Collection | Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. | Not enough data |
Autonomy - AI Agents
Independent Decision Making | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Adaptive Responses | Allows the AI agent to learn from interactions and adapt its responses accordingly. | Not enough data | |
Task Execution | Provides the AI agent the ability to execute tasks without requiring constant user input. | Not enough data | |
Problem Solving | Allows the AI agent to identify and resolve issues without user intervention. | Not enough data |
