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Relay REVIEW

Help Desk & Ticketing Software

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USER SATISFACTION N/A
OUR SCORE 8.0

What is Relay?

Relay is a powerful customer support platform that leverages AI to create efficient agents and smarter chatbots. With its omnichannel structure, you can provide assistance to customers regardless of the platform they are communicating from. That is because the software consolidates support requests into a single queue for streamlined distribution.

Relay also serves to decrease your team’s support volume. As you can deploy chatbots, your customers can easily find answers to common technical problems. With this, you allow your agents to focus on more critical and more complex issues.

Furthermore, Relay enables your agents to work faster and your customers to receive answers quickly. That is because the solution’s chatbots can deliver knowledge conversationally. On top of that, support team members can collaborate together to close tickets rapidly.

Overview of Relay Benefits

Robust Knowledge Distribution

Relay is equipped with a proprietary Technology Index that assimilates a global technology dictionary with curated knowledge and insights. The latter is consolidated from numerous technology support interactions from around the world. Thus, you have access to a scalable layer of intelligence that enables simple, predictive, and personal support experiences.

Smart Bots Library

Relay has a library of smart chatbots that your team can use to communicate with each other or with your customers. As these smart bots have built-in knowledgebases, you can distribute important product or service information to dispersed teams, partners, and vendors.

Additionally, the software records each interaction to understand the customer better and to create a profile for personalized and efficient future interactions.

Integrated Experts Network

Relay provides teams unparalleled remote and in-person access to an expert network of curated support services. Because of this, you can count on the company to offer you technical assistance promptly, whether it is a new installation, a maintenance job, or a national rollout.

Omnichannel Support

Relay streamlines the flow of support requests from different platforms before routing them to your technical assistance team. This ensures that your support team attends to your customers’ needs efficiently and promptly.

Bot-Operated Assistance

Before providing them with human support, you can offer bot support to your customers. You can leverage this technology to ensure that only critical issues go to your support board. Not only that, the chatbot makes certain the right person answers the request for assistance.

Real-Time Monitoring

Relay Sense is a proactive network and device monitoring solution that is part of the Relay platform. This gives you insights into the devices connected to any of your networks to ensure that everything is running smoothly. In case a device goes down, the application automatically creates a ticket for your maintenance team to address the issue immediately.

Intelligent Foundation

Artificial intelligence is at the foundation of the Relay platform. Because of this, you can experience increased efficiency in support processes and in customer satisfaction levels for personalized assistance. That is because the more you use Relay, the smarter it gets.

Overview of Relay Features

  • Automation Tools
  • Knowledge Dissemination
  • Chatbots
  • Actionable Analytics
  • Omnichannel Communications
  • Team Collaboration
  • Monitoring
  • Ticketing

What Problems Will Relay Solve?

1) Inefficient Support Teams

A common problem in companies is inefficient and costly support operations. Relay answers that with an efficient and automated architecture that reduces costs while enhancing customer experience. Even the solution’s pricing model is aligned to agent number reduction as Relay bills on a per-customer basis.

Relay also focuses on driving digital transformation in a support department so they can provide assistance through modern and efficient channels. The primary channels Relay focuses on are chat and SMS, as its bots can easily help with automation. With the chatbot as your assistant support agent, you can automate up to 30% of a team’s FAQs so agents can focus on more complex issues.

Moreover, having support teams across the organization on one platform streamlines the distribution of tickets and radically decreases them.

2) Complex Ecosystem Collaboration

When a team first uses Relay, they create an ecosystem that consists of partners, vendors, and third parties. By integrating with strategic systems, they can streamline ticket distribution between organizations. Tickets that enter the system have an Owner Team and an Owner Individual. However, several people can also collaborate on tickets by exchanging ideas in public and private chat rooms. This means that customers are no longer transferred between multiple desks or told to call different numbers.

3) Supporting Distributed Technology

While technology is becoming simpler from a user interface aspect, supporting this technology is getting more complex. It has become challenging to diagnose an issue, especially if there are outside factors such as wireless networks or hardware integrations. Relay believes that teams should use technology to support technology. Relay has features such as video chat so an agent can get eyes on an issue (e.g. point your phone at your problem so I can see it), integrated chat on devices so customers can chat directly on their technology, and network and device monitoring so teams can see exactly what is causing the problem without guessing. By combining these tools, teams can efficiently diagnose and resolve technology issues.

Awards & Quality Certificates

Relay Position In Our Categories

Position of Relay in our main categories:

200

Relay is one of the top 200 Customer Support Software products

200

Relay is one of the 200
Customer Support Software products


Relay is also listed in the following subcategories:

Category:Position:Category:Position:
Help Desk & Ticketing Software#31
Category:Position:
Help Desk & Ticketing Software#31

There are popular and widely used systems in each software group. But are they automatically the best fit for your enterprise’s specific wants? A market-leading software product may have thousands of users, but does it provide what you require? For this reason, do not blindly spend on popular systems. Read at least a few Relay reviews and consider the aspects that you desire in the software such as the fees, main features, available integrations etc. Then, shortlist a few systems that fit your wants. Try out the free trials of these apps, read online comments, get information from the seller, and do your homework thoroughly. This profound research is certain to help you choose the best software platform for your company’s unique wants.

How Much Does Relay Cost?

Relay Pricing Plans:

Relay offers three levels of enterprise pricing. The solution also provides a free package for businesses with limited communication needs. This and the paid bundles are outlined below to help you decide which one is the best for your organization.

Free – Free

  • Customer Chat
  • Team Collaboration

Starter – starts at $200.00/month

  • All Free Features
  • Custom Greetings
  • FAQ Automation
  • Intelligent Routing
  • Custom Branding

Pro – starts at $500.00/month

  • All Starter Features
  • Multi-Channel Communications
  • Advanced Insights
  • Agent-Assist Bots
  • Premium Integrations

Enterprise – starts at $2,000.00/month

  • All Pro Features
  • Bot-Building Services
  • Uptime SLAs
  • Real-Time Dashboards
  • Dedicated Account Manager

User Satisfaction

We realize that when you make a decision to buy Help Desk & Ticketing Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Relay reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Relay. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

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Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Web-based
Language Support
  • English
  • Japanese
  • Spanish
  • French
Pricing Model
  • Free
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are Relay pricing details?

Relay Pricing Plans:

Relay offers three levels of enterprise pricing. The solution also provides a free package for businesses with limited communication needs. This and the paid bundles are outlined below to help you decide which one is the best for your organization.

Free – Free

  • Customer Chat
  • Team Collaboration

Starter – starts at $200.00/month

  • All Free Features
  • Custom Greetings
  • FAQ Automation
  • Intelligent Routing
  • Custom Branding

Pro – starts at $500.00/month

  • All Starter Features
  • Multi-Channel Communications
  • Advanced Insights
  • Agent-Assist Bots
  • Premium Integrations

Enterprise – starts at $2,000.00/month

  • All Pro Features
  • Bot-Building Services
  • Uptime SLAs
  • Real-Time Dashboards
  • Dedicated Account Manager

What integrations are available for Relay?

Relay has pre-built integrations for the following software and applications:

  • Salesforce
  • Zendesk
  • Freshdesk
  • ServiceNow
  • Jira
  • Slack
  • Gmail & Google Calendar
  • Outlook Mail & Calendar
  • Facebook
  • Line
  • WhatsApp

In addition to these pre-configured integrations, Relay has robust APIs, SDKs, and APKs that you can utilize for connecting the solution with other third-party systems.

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