Cohere Reviews

Pros

I really enjoy how to prevents adding another learning curve to our clients onboarding processes. Rather than teaching them how to set up a Zoom or Meet call and coach them through that, I can focus entirely on walking them through our software.

Cons

I do find there are some limitations with the software regarding what I am able to do while on a call with clients - I'm unable to click or interact properly with some of the dropdown menus we use. I also find when clients use Safari or have ad-blockers installed, it prevents some of the functionality. Safari especially, I notice a lot of dropped connections/freezing.

Pros

The ability to have a coherent view of the use of the product. Being able to look at issues in real time was invaluable especially as we were getting the product up and running. Helping customers with issues became much easier as well.

Cons

The replays feature does not have enough filters to be really useful, also the pricing was a bit high for the amount of sessions, we constantly were running out. We would use replays if you could filter sessions by multiple urls visited for example.

Alternatives Considered

Pros

Cheaper than Fullstory, setup was easy enough, I like the live session option

Cons

* We ship changes to our product weekly, and I hate that the screens look janky in the session replay. I assume it's because you're trying to apply new CSS to an old session but it looks like our customers are seeing bugs all over the screen when I know they're not.
* Sessions often get 'stuck' part way through and won't continue playing, need to refresh the page which kicks you out of the session
* I don't know how well the 'live' sessions work. Sometimes I receive a backend system error for a page crash, and when I got to Cohere to see what they clicked the session won't show up for 20 or more minutes

Pros

If a user has an issue instead of talking through text and sending screenshots we can just jump into cohere and help them out. It helps us provide a throrugh customer support experience.

Cons

A network tab manager would be useful, as well as an intercom integration which allows users to initiate the call through it.

Pros

Really easy to use page sharing program. Plug and Play.

Cons

Drops out quite often. Either page gets stuck for me and I have to refresh, or I get completely kicked off the person's page.

Pros

Easy to get access to customers screen are definitely the best, because you can solve problems quickly

Cons

Definitely the slow speed and some elements can't be shown on customers screen. I am always in doubt if it will work when I click on an element, because there can be huge delays, even with fast internet connection. Miss the recording feature, but pricing was weird. Instead of pricing on how many active minutes our users have, they should price us on how many minutes we WATCHED of the recordings. I know there costs are correlated with how much they store, but it makes no sense on our side of things

Pros

Setting up Cohere was pretty easy and the documentation was quite simple to follow.
Being able to see how our users are using the app was really useful and cool to begin with.

Cons

The free version of the software has an extremely limited set of sessions and as our user base has grown, we are finding the application less useful as more sessions are hidden behind a paywall. As a free user, all the interesting integrations are hidden behind a paywall so we can't really see the value of it until we sign up for a paid account.

Pros

Gives us really good insight into user behaviour and lets us help them more seamlessly than alternatives.

Cons

I don't have any complaints. I don't have any complaints.

Alternatives Considered

Pros

The most impactful feature is the ability to control the clients screen. This allows us to help them navigate through their insurance options in the most effective way. It allows allows us to show features they may not have been able to find on their own.

Cons

Mobile view is definitely more difficult to navigate than desktop.

Pros

The ease of being able to locate and review client sessions to aid in our ability to support and resolve customer issues. Cohere is easy to navigate while talking to a client. It has been a very beneficial tool for our support team!

Cons

There's currently nothing that I dislike about working in Cohere.

Pros

The lead generation that did result in using this tool

Cons

There have been quite a few bugs, including difficulty answering calls. Took many weeks to customize to our needs. majority of the calls I picked up using cohere were not the leads we were looking for.

Pros

i like that it's easy to navigate once i've gotten the hang of it

Cons

I can't tell which sessions i've already seen. it would be helpful to greyout my sessions i've already watched so i don't have to guess the ones I've watched already

Pros

Good works from box
Easy to start using, call and video functional works great
Slack/Calendly integrations from the box

Cons

– Chat not works at all
– Some of the webpages interfaces are cropped in video would be great to receive api method or advices how to prevent it
– More configuration for session storage would be great

Alternatives Considered

Pros

Works seamlessly, integrates nicely with Sentry, keyboard shortcuts are nice, UI is intuitive

Cons

Can't search for specific sessions, IP addresses, or issues/events within sessions.

Pros

I love the ease of use and remote control functions of the software.

Cons

Sometimes I'm not able to click within menus when doing remote control.

Pros

To be able to connect with users and guide them through their journey.

Cons

Not much, maybe on the user's side as they are not yet accustomed to this type of communication as it can happen all of the sudden.