Compare AnswerIQ vs Gainsight vs Boomtown

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About AnswerIQ

AnswerIQ is an AI solution for customer support organizations that can increase first contact resolution (FCR) and reduce ticket volume by 20%. Using sophisticated algorithms to read and understand all the interactions from past tickets between the customer support agent and the customer, AnswerIQ enables a business to intelligently deflect, triage, and automatically respond to simple known issues as well as assist agents with recommended responses to complex questions. The solution easily integrates within existing customer experience systems like Zendesk and Salesforce and can be up and running in as little as a week.

About Gainsight

Gainsight helps medium-sized and large companies gain success in customer service and customer analytics by combining data from different sources. Those data sources might be surveys, sales data, customer logs, help tickets etc.

It's most prominent trait is a 360-degree customer view, which helps business owners and sales managers determine workflows and prioritize responsibilities. Gainsight’s platform enables its users to treat clients efficiently, and change the way they orient around the buyers.

This service also provides interactive client health scorecards, which provide insight into quantitive and qualitative measurements. There is also product and service usage monitoring, plus customer compliance data.

About Boomtown

Boomtown is a product support platform that makes it simple to sell, activate, and service technology products that are used by real world businesses. Through Boomtown, teams can leverage integrated knowledge, artificial intelligence, and seamless collaboration to orchestrate and automate exceptional customer experiences at scale. Boomtown also has an expert network where teams can seamlessly access programmable remote and field services to augment their existing operations. With over 175 technology partners, over 350,000 business locations are served through the Boomtown platform, which has over 2,500 unique products and services indexed.

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Summary

  • Eliminate the monotonous tasks from the lives of hard-working customer support agents

  • Reduce average handle time for each ticket that comes in

  • Speed time to first response, in many cases from days to minutes

  • Take up to 30% of tickets out of the support queue and reduce backlog

  • Identify which content in your knowledge base and forums can augment your support process

Summary

  • Engagement Analytics

  • Customer Health Score Cards

  • Rules-Based Alerts

  • Task & Call-to-Action Management

  • Commenting, Notes & @Mentions

  • Automate Scenario Workflows

  • 360 Degree Customer Profiles

  • Role-Specific Live Dashboards

  • Triggered Lifecycle Rules

  • Sort, Filter and Export Data

Summary

  • Increase agent efficiency with support automation

  • Modern knowledge base accessible by chatbots

  • Omnichannel support across chat, email, SMS, phone, video, social, web schedulers and more

  • Powerful chatbots to help your agents internally or your customers directly

  • Team collaboration with simple @mentions to share tickets internally or across-organizations with a click

  • Network and technology monitoring tool to create real-time alerts when your technology goes offline

  • Ticket management to easily organize and resolve tickets quickly

  • Actionable insights delivered in modern reporting dashboards

  • Pre-built integrations to major CRMs and robust APIs for unlimited flexibility

Pricing

Reactive

$99.00
1 user(s) / month
Included in plan:
  • Omnichannel Support

Assisted

$199.00
1 user(s) / month
Included in plan:
  • Agent assistance and automation
  • Universal knowledge and ecosystem support

Automated

$199.00
$199 per seat plus an volume-based automation fee
Included in plan:
  • Customer-facing chatbots
  • Customer self-service

Proactive

$199.00
$199 per user + a per customer fee for proactive support
Included in plan:
  • Network and technology monitoring
  • Proactive ticket creation

FAQs

    What is this service generally used for?
  • AnswerIQ automates up to 30% of incoming support tickets. From front-end deflection technology to back-end agent assist tools, the platform augments the agent experience and frees support agents from the repetitive nature of most support tasks so that they may focus on the more nuanced exchanges with customers.

  • Does this service offer multi-user capability (e.g. teams)?
  • AnswerIQ support multi-users with a decentralized platform that also offers centralized control.

  • What platforms does this service support?
  • CXM systems like Zendesk and Salesforce.

  • Who are the main user groups of this service?
  • AnswerIQ caters to customer support teams with 50 agents or at least 50,000 incoming support tickets each month.

  • What are some applications this service is commonly used in tandem with?
  • CXM systems like Zendesk and Salesforce.

  • Does this service offer an API?
  • AnswerIQ can be plugged right into existing environments, requiring no engineering work whatsoever.

  • Does this service offer guides, tutorials and or customer support?
  • AnswerIQ has integration tutorials and customer support as well as a rigorous and hands-on onboarding period for new customers.

  • Does this service integrate with any other apps?
  • N/A.

FAQs

    What are some applications this service is commonly used in tandem with?
  • This service is commonly used in tandem with CRM applications.

  • What is this service generally used for?
  • Gainsight is used as customer service and customer intelligence service.

  • What platforms does this service support?
  • This is a web-based software.

  • Does this service offer an API?
  • There are data load APIs and Bulk APIs offered.

  • Does this service offer multi-user capability (e.g. teams)?
  • No.

  • Who are the main user groups of this service?
  • Main user groups of this software are mid-sized and large businesses.

  • Does this service offer guides, tutorials and or customer support?
  • Support: Webinars, Best Practices, Online Support.

  • Does this service integrate with any other apps?
  • Gainsight integrates with Eloqua, Marketo, Netsuite, Salesforce, Influitive AdvocateHub, Pendo, Azuqua, Datahug, ReferenceEdge, SAP CRM.

FAQs

    Does this service offer guides, tutorials and or customer support?
  • Yes, Relay has comprehensive self-help product documentation in addition to white-glove onboarding and 24/7 customer support.

  • Does this service offer multi-user capability (e.g. teams)?
  • Yes, in Relay you can create unlimited Teams within your Organization.

  • Does this service integrate with any other apps?
  • Slack, Google, Salesforce, Zendesk, Freshdesk, ServiceNow, and Jira.

  • Does this service offer an API?
  • Yes. Relay offers robust APIs.

  • Who are the main user groups of this service?
  • Relay is built for teams that support technology across distributed locations. User groups include customer service teams, internal IT teams, and more.

Vendor Information

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Vendor Information

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Other

Who uses AnswerIQ
  • Agencies
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other

Who uses Gainsight
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
Mobile Platforms:
  • iOS
  • Android
Languages:
English
Regional Restrictions:
No restrictions.

Other

Who uses Boomtown
  • Startups
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
Mobile Platforms:
  • iOS
  • Android
Languages:
English, Spanish, French, Japanese
Regional Restrictions:
No restrictions.
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