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Produit et équipe incroyables
Qu'aimez-vous le plus à propos de the product?
Les outils de Forethought sont assez impressionnants pour combiner toutes nos ressources internes/externes en un seul endroit et fournissent les meilleures suggestions à nos agents de service client pour répondre à nos clients. L'outil Agatha a été le premier outil que nous avons utilisé, mais l'Assist Anywhere change la donne. Nous aimons également nos réunions hebdomadaires avec Dan et l'équipe - ils sont extrêmement réfléchis, précieux et, dans l'ensemble, de formidables personnes avec qui travailler.
Que n’aimez-vous pas à propos de the product?
Ne peut pas en penser un du tout!
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
Nous avons plusieurs ressources différentes (à la fois internes et externes) et il faudrait un certain temps à nos agents pour les consulter afin de répondre à la demande d'un client. Assist Anywhere nous a fourni une solution pour intégrer de nouveaux agents et aider les agents expérimentés à réduire le temps moyen de traitement et à clôturer les tickets plus rapidement qu'auparavant.
The Forethought team has been great to work with!
What do you like best about the product?
Forethought has been extremely responsive to our needs throughout our partnership. As a new business, we're often updating our processes, and we've appreciated how quickly the team has been able to meet and help out with each of these. Their AI also works well within the chatbot.
What do you dislike about the product?
Because there have been changes made to the product over the past year (usually great improvements!), we've seen some bugs pop up as a result. That means we have to keep a close eye on the chatbot with each of these, but Forethought's team has been very helpful in resolving them quickly. Reporting is also very minimal, but I know there are efforts being made to improve that.
What problems is the product solving and how is that benefiting you?
The chatbot has helped a good portion of our customers self-serve when they reach out with a support request. This gives us a good idea of where we can improve our workflows and also helps relieve some of the workload on our support team
Utilité essentielle & Grand soutien
Qu'aimez-vous le plus à propos de the product?
La prévoyance ne dispose pas seulement d'une excellente plateforme d'un point de vue technologique, mais soutient également sa plateforme avec un excellent support et service. Ils ont été très réactifs à tous les retours que nous avons fournis et ont démontré une tendance à agir rapidement, ce qui a conduit à un produit encore meilleur.
Que n’aimez-vous pas à propos de the product?
À ce stade, il n'y a honnêtement pas grand-chose à détester. À mon avis, ils sont un leader de l'industrie et travaillent pour devenir la norme. Cependant, il reste un peu de travail à faire dans le domaine de la personnalisation et de la diversification des déclarations de reconnaissance que le bot utilise pour l'aider à paraître un peu plus conversationnel, mais il y arrive.
Quels sont les problèmes que the product résout, et en quoi cela vous est-il bénéfique?
La prévoyance nous permet d'être disponibles 24/7/365 pour toutes les raisons les plus courantes pour lesquelles nous sommes contactés. Elle nous offre également la flexibilité de fournir des mises à jour instantanées pour traiter les nouveaux éléments tendance lorsque nous rencontrons des problèmes imprévus. Ces deux éléments garantissent qu'à travers les hauts et les bas, nos clients reçoivent les réponses rapides qu'ils espèrent et que notre département est positionné pour évoluer aussi efficacement que possible.
Exciting Possibilities
What do you like best about the product?
Forethought's design and usability are accommodating both internally and for our customers. The auto-fill/predictive text feature has been a huge help to the team as they write emails. The support from their team is responsive, understanding, and feel just as engaged in the creative problem-solving process as I am.
What do you dislike about the product?
I think they have a great concept and general direction, but they are still in the process of getting things working the way they should. Just some slight bugs here and there!
What problems is the product solving and how is that benefiting you?
From launch, we have seen a decrease in order status tickets which has freed the team up to focus on other, more complex tickets. We're working to build out the widget chat bot even more to increase our ticket deflection rate.
Good Product with helpful team!
What do you like best about the product?
The help center querying is really helpful for our users. The Forethought team is also super helpful and willing to assist!
What do you dislike about the product?
They are working to make their product more agile, so we are excited for this.
What problems is the product solving and how is that benefiting you?
We are trying to increase self service and customer experience via chat.
Extensive Evaluations lead us to GOLD standard solution
What do you like best about the product?
Product/support from the Forethought team
What do you dislike about the product?
Nothing yet. I am overall pleased with everything so far- I'm about a year "in"
What problems is the product solving and how is that benefiting you?
We layered forethought Agatha solve product onto our zendesk chat widget- leveraging AI. Doing this has lowered our contact rate, deflected self serve capable tickets and increased our CSAT
Recommendations to others considering the product:
Forethought AI has a focus on focus approach. When you have evaluated as many tools as I have, this was an easy choice- PLUS you can start with 1 product and build your suite into your account as needed to scale ops. This is not only easy for me budget-wise, but for my ops team to implement, the relationship remains stable and they in turn should generate more revenue. win- win
Early adopters will be able to shape this into something interesting
What do you like best about the product?
Their AI is built in an interesting way, which they can boast about - it's industry-leading due to their founder's research project in machine learning. They are also a small team, willing to learn and adjust to your needs.
What do you dislike about the product?
It's a very new technology which has a lot of learning to do. There is room for growth. The AI often surfaces incorrect or irrelevant information, and we often found that we were fighting with it to present the correct data that we knew existed. For example, if you see an article exists or that a ticket was just answered with a specific topic, it can be frustrating not to surface this immediately when a related ticket comes up. We spent more time digging through agent assist trying to find the correct info than it saved us.
What problems is the product solving and how is that benefiting you?
We need a decent way to deflect tickets or allow customers to self-service when it comes to quickly answered solutions. Forethought also provided agent assist, which we hoped would surface relevant tickets, macros, or even JIRA tickets.
Forethought Review 2021
What do you like best about the product?
The user interface is pretty friendly to first timers of Zendesk, and the learning curve is manageable.
What do you dislike about the product?
The efficacy is questionable for higher level triage of CS tickets. I can completely do without it in my flow. The AI also takes weeks to learn your needs and in fast paced CS that's not useful.
What problems is the product solving and how is that benefiting you?
I can see the usefulness for new agents, ones who have not been working the queues for an ORg long who can train the AI alongside their on boarding.
Forethought tries their best to improve their AI and is welcome to ideas.
What do you like best about the product?
Forethought AI improves our customer service experience to ensure each customer is reasonably answered, so our resolution time is reduced.
What do you dislike about the product?
Sometimes Agatha answers tickets that have nothing to do with the template the AI sends so the customer is being sent an email unrelated to their inquiry/concern.
What problems is the product solving and how is that benefiting you?
Forethought AI is helping to improve the keywords that Agatha sees to ensure she does not respond to customers with an unrelated template.
Great Assistance
What do you like best about the product?
It helps us so much when it comes to those emails that require quick responses and easy fixes. It has saved us alot of time when it comes with those kinds of emails where an AI can perfectly handle them by sending a link to the customer of the action that needs to be done and helps us clear our task bar faster.
What do you dislike about the product?
Since it's not a human replying sometimes it can miss the mark on certain requests from customers and send them the wrong information needed to solve the issue.
What problems is the product solving and how is that benefiting you?
We are solving email request where the customer usually just needs simple instructions and guidance through a link. This has saved us a ton of time in productivity and has made our job easier leaving us with more time to focus on other items.
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