Certainly Reviews

Pros

Implementation was much easier than anticipated. While not completely painless & without challenges, we were able to integrate with our Zendesk instance without any programmer resources - no dependencies here!

(Some handholding by the BotXO service team was needed though! Which brings us to the next point...)

Absolutely fantastic customer service. Whenever I hit a snag, their team is super fast to respond & they go above and beyond in explaining best practices & often proposing clever solutions to what I'm trying to achieve.

Their detailed responses & level of service exceeded my expectations - high praise coming from a CS professional. [SENSITIVE CONTENT HIDDEN] in particular has been a joy to work with.

And look, their customer newsletters have a "request a feature" button. How awesome is that? Don't see many vendors actively seeking feature requests so openly.

The conversation flow testing feature is fantastic. It shows the bot conversation on one side and the bots current state and decisionmaking next to it. Great for troubleshooting issues!

Cons

The UI inside the platform is a little clunky. I like the general idea of setting up a flowchart - it's a great way to visualize the conversation flows. But setting up and modifying modules is clunky and it can feel like it takes twice as many clicks as it should to set up and connect modules.

Some functionality feels like a "hack" rather than a fully polished feature. I.e. while it is possible to start a conversation at a specific point in the tree based on the URL of the page the customer is on, it requires multiple rather un-intuitive steps.

There is a tagging/labeling feature which let you designate colors & tags for modules, but I'd love to see this taken further. It would be easier to read the flow of your bot though if it was possible to say, draw boxes to designate certain "areas" / boxes (i.e. Technical support)

Some of the webhooks are confusing to set up, at least as a non-programmer. BotXO has the right idea already by making pre-made templates. Some templates were confusing to set up though which caused some frustration. I'd imagine this would not be a problem for teams implementing the bot with programmer resources available.

Not really a point regarding the software... but their help center could be more comprehensive. This has been mostly mitigated by their excellent support team, but I try to self-service whenever possible. There have been times where better documentation would've been preferred over filing a ticket.

Pros

The integration options. Secondary the drag n drop interface, where you build your magic.

Cons

Like any other skill you try to learn, it takes time before you master the skill.

Alternatives Considered

Reasons for Switching to Certainly

Pros

Easy to get started
NLU
Webhook
Great support and people that are dedicated and listen to inputs. Worth the money

Cons

The lack of Analytics data
The confusing setup when the bot is large

Pros

The aio team did not want an app with limited conversations. They didn’t want an FAQ bot, but something that would flow as a natural conversation. BotXO was able to handle both huge amounts of content and complicated dialogues.

Cons

Not much to say here, really. It’s always a Challenge ti learn something new, but We Got the help we needed all along.

Pros

That it is very user-friendly and that you can build the bot yourself without depending on a IT department.

Cons

Some problems with the integration update

Pros

The best thing about Certainly is its success rate and efficiency. The AI is very smart and it gets even better over the time. Since we have the integration with Certainly, the daily workflow of customer service department has become easier than ever.

Cons

Nothing comes to mind to be honest, it's quite user-friendly and it gives you all the necessary tools to guarantee its success.

Pros

It is a very user friendly and easy to set up. Has great customer support, and advanced NLU(Natural Language Understanding) module for Danish and other minor languages!

Cons

Not really any, I feel like this is a great choice.

Alternatives Considered

Reasons for Choosing Certainly

Switched From

Reasons for Switching to Certainly

Pros

The one thing that stood out from the start was the ease to work with BotXO: The intuitive use of the platform itself and the support from our Customer Success manager. With their help, we were able to launch our first version in 2 weeks, and one week was due to me not having enough time to work on it full time.

Cons

I would like some more easy options to export items / flows for translation to another languages.

Pros

Its userfriendly and easy once you have learned to use it.
Lots of great possibilites and lots of customer data.

Cons

Some of the functions are not very intuititive to use. Also it loades rather slowly, especially the overview of Global connections is slow and messy. Also messy overview of received conversations. It would have been nice to make new and use reports better.

Pros

Very easy to get started with the basics, you will have a bot up and running in no time. The support is fast and reliable, with quick fixes and direct help. Easy to cusomize and design - both on its operations and the GUI. Up time is second to none - good work BotXO.

Cons

Reporting functions are a bit basic, and it tends to load very slow, hven bot has been running for a while. The platform can get "confused" over keywords and global connections, and this can result in some strange replies from the bot.

Pros

Ease of use.
Simple interface.
Easy integration on your site.

Cons

Editor interface is a bit slow.
Could use more possibilities to costumize look of chatbot.

Pros

the simplicity and the autonomy we have in building our chatbot.

Cons

we had some problems with the zendesk integration but they were solved.

Pros

The support I received during the setup is amazing. They are very proactive and fast in replying. Highly recommended.

Cons

Still exploring all the features. It would be good to have a multilingual option by default and not by multiplying modules.