18 years helping British businesses
choose better software
EdgeTier
What is EdgeTier?
The EdgeTier Conversational Intelligence and Support Platform helps Customer Support teams uncover the missed insights in their support and survey messages, react faster to emerging customer issues, respond quicker to customers and have the data they need at their fingertips to make decisions, positioning the contact centre as a strategic hub of insights for the entire company.
Global Brands like Abercrombie & Fitch, CarTrawler, TUI Travel, and Ryanair use EdgeTier to process millions of customer messages, boost NPS, CSAT and first contact resolution scores, as well as improve overall efficiency.
Key functionality:
- Proactive AI alerting with real time detection of unforeseen customer issues
- Automatic tagging of customer messages and surveys
- Sentiment analysis of all your customer and agent interactions
- Agent performance reports and analysis
- Real-time reporting and KPI analysis
- AI assisted chat and email handling
Who Uses EdgeTier?
Organisations of all sizes use EdgeTier technology, but our technology is particularly useful for teams who need to deliver an excellent customer experience at scale.
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Reviews of EdgeTier
Improve the way you communicate with your customers
Pros:
Arthur has made it easier for agents and supervisors to be able to effectively communicate with customers, optimising time, resources and implementing AI solutions which make the experience seamless to both customers and agents.
Cons:
Difficult to find anything bad, communication with the team has always been great and they have always helped every time we found a roadblock.
Great tool with an great future
Comments: Whilst the tool is great to use, the support from the company and developers is top notch.
Pros:
User friendly, very easily set up. Harnessing the power of AI in a very useful way for an operation servicing multiple brands. Continued improvement of the product.
Cons:
Not able to access different instances for different brands to offer clients access to their chats in a very neat and organised way.
EdgeTier Response
7 months ago
Thank you, Andrea, for the valuable feedback and your partnership with us. We have many more AI features coming! Fortunately, what was listed as a 'Con' is now a feature in the system. We hear and appreciate your feedback and suggestions; they are an integral part in what is driving our roadmap.
Arthur for reporting and WFM
Pros:
It's very easy to use , the information displayed in the home page is very clear and allows us to check the performance of our agents in a very explicit way.
Cons:
Sometimes it crashes a bit and it goes offline for few minutes.
Great addition to have to further enhance your Customer Support!
Comments: It helps with making our work more time efficient and less time-consuming. It's easier to find what you are looking for in chats and to give feedback to the team. The team at EdgeTier are also super friendly and always open to new ideas to add to the tool.
Pros:
Love how it is very user-friendly and easy to get used to. It's helps to conduct better reviews for your customer support team in order to further develop the team and the customer experience. Love how EdgeTier are open for suggestions to add new features and further develop the tool.
Cons:
Overall, I don't see any disadvantage of using this tool, as it is simply a great tool to have.
EdgeTier Response
7 months ago
Thank you, Mabrouka, for your and your team's partnership with us. It is great to see how you enjoy and leveraging WatchTower! We value your contributions and ideas for improvement, and we are constantly seeking ways to provide easy and valuable features.
Really Helpful Tool
Pros:
Quick and direct support from the team. How good it is at real-time monitoring. The tailor-made dashboards.
Cons:
Nothing really, but perhaps an improvement in how the data is transferred into Excel would be welcomed.
EdgeTier Response
7 months ago
Thank you for reviewing us, Abraham! We are happy to see you enjoy our rapid and straight-to-business approach. That's how we deliver great value in a short time! Your feedback on data extraction has been noted, and we are working on advanced filtering and customisation options to export data from WatchTower. Thank you for being a valuable partner, and please keep sharing feedback on where we can improve.
