Siena

“AI is the game changer for our customer service, and while we love our friends at Gorgias, we use Siena AI for this and have done so for almost 2 years. Highly recommend.”

“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.”

“Siena’s ready-made dashboard is very smooth and intuitive, easy to learn, and easy to teach,”

“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.”

“Our goal is 100% automation. It’s not easy, but Siena already saves us time and cost. We’re building toward more.”

“We added emojis and friendliness to every message. It feels like chatting with someone real.”

“We didn’t know we needed sample sachets until we saw it in the Memory report. Now it’s one of our most popular product lines.”

“Our agents don’t need to write from scratch anymore. Siena guides them. We just review and send.”

“Siena didn’t just reply to customers. It gave us structure. Now we’re running a real system.”

“Siena helped us not just respond faster, but retain customers. Instead of canceling, we guide them and explain value.”

“We set up Siena in one week and immediately started responding in one minute instead of four days.”

“"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."”

““Anytime a team gets into that dreaming kind of thing, asking what the best state looks like rather than just managing the inbox, that’s always a good sign for us.””

““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.””