LivePerson Reviews & Product Details

The implementation of e-bot7's solution ran smoothly. Most valuable for us, however, is the great relationship with e-bot7, especially the Customer Success Team. Through their extensive experience with customers from various industries they have a great expertise that they use to guide our decisions and provide valuable insights to take our customer service to the next level.

At the beginning we lacked internal resources to implement the solution as scheduled. We didn't think that the implementation and go-live would happen so quickly.

-No longer waiting times for our customers anymore due to automation -Great experience for our customers -Convenient tool for our agents which significantly reduces their workload

The following we like most about the e-bot7 chatbot: -User experience with the dashboard is great, incl. tools to both receive insights about conversations and create content for replies -Customer Success team is super helpful and always available, they strive to get the use cases implemented asap -Seamless integration to our Customer Service platform

Some processes require a little too much manual work, e.g., reporting the performance of the chatbot.

The e-bot7 chatbot significantly reduces the workload of our customer service agents which turns out to be beneficial for both our agents and our customers since they receive support instantly.

The user console is very intuitive and real chat data and the bot gets trained automatically without manual effort. It is awesome that everyone in our company can use the console, even colleagues that do not have a tech background, it is so easy. Our use case has been implemented faster than expected with results that we desired. This is the work of the great e-bot7 team!

Sometimes, the chatbot's confidence level is comparably low when dealing with synonyms. That's feedback we have provided e-bot7 with, they are currently looking into this issue.

We realized that a large proportion of our customers demand customer service outside of our office hours. This is solved by e-bot7's chatbot, which provides 24/7 support and is able to answer a large number of requests. Our customers highly appreciate the automation.

The cooperation with e-bot7 has been running smoothly and has been marked by success so far. They follow a customer-centric approach, which makes us feel we are always put first. The outcomes of the use cases do currently exceed our expectations and we are looking forward to the next months to jointly scale our customer service operations.

Bugs occur once in a while, but are directly removed by e-bot7. Otherwise, there is nothing to note.

Significant decrease of customers' waiting time to have their requests solved (this was one of the main reasons to work with e-bot7 as we received customer complaints in this context).

E-bot7's solution not only significantly reduces the workload of our customer service team, but also frees our customers from the trouble of having to contact or agents with their requests. The quick responses and the fact that customers often times think that they are talking to a real person is quite impressive. Another great benefit is the very user-friendly interface - so far, we have tried different services and found e-bot7's solution to be the most intuitive one. It is a low code environment so it can be used by our service teams.

In the beginning, the solution sometimes incorrectly recognized the customer question / problem, which our customers get mad about. After a while it trains the new requests and optimizes itself. This is really helpful but I guess also the AI that lies underneath the system.

Our company went through a tremendous growth with a constantly growing customer base, which is why e-bot7's solution provides enormous benefit to us through the ability to handle a vast number of customer requests simultaneousy as well as the reduction of our customer service team's workload.

We are working with e-bot7 since 09/2018 and I can provide a few insights why we recently extended the contract: 1) Back then, a key reason was that the chatbot was able to serve our Japanese customers 2) A large implementation project was not required as the solution is designed to be implemented easily and quickly, and the console to manage the chatbot is quite intuitive 3) The support we receive from the Customer Success team is amazing. They are working hard to promptly solve any issues we have

There is nothing really to say here; we are happy with e-bot7 and the platform, overall.

The solution enables us to serve our multinational customers 24/7 without deploying additional internal resources. Hence, customers’ waiting time for answers has decreased to mere seconds without adversely affecting support quality.

The solution of e-bot7 provides great benefits both for our customers and our agents: -Customers save precious time since they do not need to reach out to our agents anymore, when dealing with repetitive requests -Due to the service's human touch, customers sometimes think they are communicating with a real person -The service reduces the workload of our agents, so that they can focus on more complex requests -Very user-friendly interface (the most easy one we came across so far)

There were some issues in the beginning such as the chatbot recognizing customers' issues wrongly. However, e-bot7 was very supportive and helped training the bot which solved the problem.

Recently, we saw our customer base growing and expect a further increase in the near future. With e-bot7's solution we are able to cope with the rising number of customer requests and, at the same time, provide shorter processing times.

With e-bot7's user-friendly interface it is very easy for our agents to create new answers. Multi-channel compatability is provided (e.g. WhatsApp and Facebook Messenger). Besides, the dashboard, especially the included analytics view is of great help to us as our agents's work efficiency is increased through better data insights. Frequent updates are rolled-out, including explanations of the developer(s) as well as examples of best use cases.

Initially, we experienced some issues with bugs that made the solution not run well; however, they have been completely solved over time.

With e-bot7 we improve the customer experience as follows: -24/7 customer service -Significant reduction of waiting and handling time -Proactively determining customers' problems / questions. This, in turn, made us increase our NPS by 22%.

With Plug & Play you can start directly and don't need any coding skills

The knowledge base is very intensive to fill

It's great to have 24/7 support and the dashboard is quite clear.

I have been working with e-bot7 and their chatbot solution since 2017. The solution has helped automating our customer service very efficiently at the pleasure of our customers. Also, the solution is really easy to implement. Their customer support is great - they are solving issues that arise on our end as soon as possible!

Our first use case did not show results as quick as desired, but e-bot7 helped out by taking a deeper look into it and trying to make it work.

E-bot7's solution enables us to automate ~80% of our customer service requests so that our agents are able to focus on more complex issues right away which is highly appreciated by our customers.

E-bot7 is the most engaged and supportive vendor we have worked with so far. We launched our chatbot within an incredibly short time period of 14 days, thanks to their plug-and-play solution; during that time, they greatly supported us to ensure that we can hit our launch date and also shared best practices on every step with us. Furthermore, e-bot7's back end is very intuitive and what excites us even more is that we are now able to route conversations to different support channels based on eligibility.

We have experienced various issues with our WhatsApp integration, but e-bot7 was super supportive and focused on resolving the issues as soon as possible.

Through e-bot7's chatbot solution we are able to both significantly reduce our live chat volumes and reduce customer waiting times by 60%.

Our chatbot offers another digital communication channel for our customers. The Bot can process simple customer concerns independently. It also helps us with advice on our products. Due to the high level of automation, it is a good support in customer service. The bot's settings are easy to make, although there are many functions. If something does not work or you need any help, a great customer service is available and supports you in troubleshooting.

The only thing that comes to mind here is the display of the console on other mobile devices. Here, for example, the answer options are not completely written out. But otherwise there is nothing negative to say about our chatbot. It works great and does exactly what we were interested in doing.

Our bot handles simple business transactions. It helps us in customer service and provides a 24/7 service offer.

The platform is easy to use & integrate. e-bot7 has a great team that provides quick & helpful support, if you need it. Integration was quick, our Chatbot is now one of our busiest colleagues.

Absolutely nothing, everything is great.

With the Chatbot we can now quickly & adequately adress most customer inquiries online 24/7.

Very friendly and easy-to-use user interface for building bots. Great integrations with major CRM and ticket systems like Zendesk or Salesforce. Very cool hybrid features so that agents can jump in again at any time. Cool statistics for extremely valuable insights.

During the project we got shifted to another customer success manager which was fine for us but staying with the one we started would have been better.

-24/7 -Reduced Waiting time -Support in their own language -Proactive determining their problem/question -Reduced total handling time

The solution is easy to implement and really helps to automate our support requests. After a short period of time we were able to automate more than 67% of our incoming first level support requests. Furthermore, the Contextual Dialog Editor helps us to automate parcel tracking. This is very convenient, especially during Corona Times as we have seen an increase in requests from our customers. I can only recommend this solution. The team is also very friendly and always there for us if we have any requests.

The whole AI topic was quite new to us so we had to train our employees a little bit. I guess this is the case for all solutions. With its customer success team e-bot7 really helped us to get up to speed so this was really amazing. They have also just recently released a help-center which helps us to find answers quickly. We love giving pro-active feedback so the team can improve.

We automate first level support requests and parcel tracking. This helps us to save costs and even more importantly time in our customer service. The hybrid Agent+Ai® also helps our agents to focus on the stuff that matters as they have a reduced AHT.