What do you like best about the product?

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!

What do you dislike about the product?

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.

What problems is the product solving and how is that benefiting you?

We had a hefty SLA on socials which always left us chasing each platform to bring up to date. We wanted to releive pressure from our CS team, allow customers to self-serve and gain immediate help. After we acheived this, we moved on to more features and more complex builds for an even better customer experience.