Support Genie

What do you like best?

Support Genie provides my startup with the perfect optimization tools to help my customers. Their chatbot is superb, perhaps chatbot 2.n0w, I've never seen a chatbot that can send and receive a live video with ease. My support team can see what our customers see in real-time, which eliminates awkward questions such as, "is it turned on." We've pretty much eliminated the need for a support phone line because the chatbot and video support make the best combination for making the support process easy for my team and our customers. There is also a member platform where I can track closed and open tickets on a dashboard. This took a while for my team to get used to, but we quickly realized that this was the most efficient platform to track and organize everything in one place. Most recently they added the ability to send and receive images via text message, this was an added bonus, we use this feature every day.

What do you dislike?

As mentioned, there was a learning curve for my team but it was clearly designed to optimize the customer experience and our customers have no issues whatsoever with the platform. During the pandemic, we've made adjustments as to how we deliver support, but this has been the most seamless adjustment we've ever made as a startup. Their integrations are limited, but they are continuing to add more features. I wanted the ability to send pdf files with instructions, but they took my recommendation and added the ability to the features. But overall, nothing to dislike, they are growing fast.

Recommendations to others considering the product:

If you are looking for a fresh new support platform that can manage all your customer support tickets, this is the one. Plus, they are very quick to respond whenever I questions or I am requesting a new feature.

What problems are you solving with the product? What benefits have you realized?

The problems we are solving are ones that require us to physically see our wearable devices. Our customers used to come on-site but we've had to shut down that facility, now with video support, it's made this process much simpler. The benefit of this process is that the platform can record all interactions with the customer, whether they send a text message or chat on your website, it's all there for the team to see. No need to jump between programs or window tabs, it's all there for everyone to see and save time with every interaction, I couldn't think of a better win-win scenario.