Siena

“Been nothing but a pleasure to work with you all! It’s a serious testament to your talent, skill, and work ethic to accomplish all that you have over the last year! I’d be remiss if I didn’t thank you all for the extraordinary partnership, and collaboration over the last year.”

“This is such a cool feature and a great executive summary! Super helpful for other features we might want to introduce on site or in the CX experience.”

“"We weren't paying attention because we didn't have time but there were a lot of subscribers who had invalid payment forms... so we were losing a lot of money in that regard."”

“"I like with Siena I have a Slack channel, and I can have a direct conversation with Mike (our customer success agent) and we can slack him if we have an issue and he’ll be on it. It’s very simple. I love that."”

“"It was pretty easy. This is a tool where I feel like there’s a more personable approach. I know who to email if I have an issue. With Gorgias, it’s very corporate and not personal…I can’t even tell you who I’d talk with to solve something."”

“"I think the main feature that we loved was the ability to personalize the answers. I also love how we can always change the persona, so we can make Siena more sassy or have her use emojis or what not. It’s so customizable. It’s very impressive."”

“"I remember we had a presentation with Lisa from Siena, and it just made sense. Lisa made it so easy, and she actually made a comparison for us like this is what you get with Gorgias right now. This is what you get when you combine Siena with Gorgias, so it just felt right."”

““You’re always skeptical at the beginning, and I was like okay let’s see.””

““We’ve always been using Gorgias for customer service and they do have a few tools…they have macros which help but you still have to go through them and customize it, so I still wasted a lot of time.””

““We did have a few issues of running out of inventory because we just didn’t have time to pay attention to the inventory because we were answering customer questions.””

“"We had a lot of repetitive questions, and we're still a very small company. There's a point where it just feels so expensive to be answering the same questions over and over again."”

“"‍It picked up responses very quickly. Sometimes we didn’t even add an automation, but she learned from our conversations with customers and started replying the same way. It was very fast to see how she adapts to real situations and replies."”

“It's made a lot of our remote team a lot more integrated, it's made people a lot closer, and it makes the business run a lot better because they know what's going on in the other departments.”

“We've really loved pulling our team into other parts of the business,”

“Siena got our team out of the ‘boring’ ticket management," Kelly notes. "Optimizing their workflows and solving repetitive questions faster allows them to spend more time on things that they're actually really good at.”

“We wanted a human touch with all of our customers across every contact point.”

“Siena enables brands to take advantage of expanding chat capabilities and provide a scalable customer experience. You can also monitor her at a high level and detect any trends. Siena meshes really nicely with a human touch — like a true extension of your team.”

“Siena truly lives up to what the team said she’s capable of. Plus, the user interface and rollout experience were outstanding all around. Siena is easy to understand and work with, and we were able to implement her smoothly from day one.”

“Energy is really personal to people, so we wanted to replicate that with a very personal, friendly brand. Our internal CX team nails this, but as we grow, it’s a bit challenging to scale that personal touch. Once we discovered Siena, she allowed us to elevate our brand voice and do so at scale.”

“Verb grew online for many years with a phenomenal customer experience front and center. As we’ve scaled, we now partner with Siena AI to continue to power and improve that excellent CX that’s key to our brand.”

““The AI solution is maturing quickly enough to be a suitable solution even at high volumes. We’ve honestly struggled with more enterprise-type solutions, moving slower, trying to bolt on AI. There’s a large difference between providers working at the old pace and the ones rebuilding themselves.””

““We have so many tickets, it’s almost impossible to keep up. What’s the real pulse of what’s going on week after week? That’s where it helps us.””

““Suddenly they are more often answering makeup artist and esthetician questions. They can be better stewards of the questions they’re answering.””

““If you can go into those individual applications and make changes too, suddenly it’s really, really helpful for us to surface that information.””

““Especially during peak times, it was inconsistent in the answers we were giving and the timing. We needed to make sure we were reliable to those customers, because they trust us.””