Ada Reviews & Product Details

The support we receive from Ada truly stands out compared to other tools we use for customer experience. From the start, the tool seemed to immediately grasp how our business operates and integrated smoothly with our existing suite of tools. It is extremely user-friendly, and whenever we encounter any issues or confusion, the team responds quickly to our questions and provides excellent support. Overall, our experience has been very positive. Review collected by and hosted on G2.com.

Our business operates differently from many other companies or customers who use Ada. Instead of having Ada handle automations through its API, we typically perform automations only after a ticket is created. Because this approach doesn't align with how the tool is generally intended to be used, we've encountered some obstacles in how Ada interacts with customers and closes conversations. At times, the experience doesn't feel as natural as we would like. For example, the bot may repeat answers to the same question after a ticket has already been created, without taking the previous conversation into account. This seems to be more of an issue with how we are using the tool, rather than a flaw in the tool itself. Review collected by and hosted on G2.com.

Ada’s platform makes it easy to automate complex support flows, measure performance through clear metrics, and continuously optimize with minimal engineering effort. The improvements in containment and automated resolution show real, measurable impact. Review collected by and hosted on G2.com.

Reporting can sometimes lack depth for nuanced analysis, and CSAT isn’t always the most accurate reflection of chatbot success — especially for automated interactions. Review collected by and hosted on G2.com.

The ease of getting in touch with the team not just account manager but IT. We had the guys on slack and they typically responded same day and were interested in potential imporvements. Even after we were onboarded we had regular contact and suggestions of improvement. Review collected by and hosted on G2.com.

I cannot think of an instance where we had a major concern or reason for dislike. The product works well and you get out of it what you put in. Review collected by and hosted on G2.com.

I really appreciate the user interface and design, along with the different ways available to handcraft a user experience. Review collected by and hosted on G2.com.

I believe metrics and analytics could use some improvement and get more granular. In some cases, some more technical support is needed for some custom integrations. Review collected by and hosted on G2.com.

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.

The solution is easy and useful, and the reports are insightful. Review collected by and hosted on G2.com.

It does not integrate with ZohoDesk, which is the current platform we're using. 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.