Boomtown Network

Relay


5 / 5
10 reviews

Who Uses This Software?

B2B customer service teams that support technology.


Average Ratings

10 Reviews

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $200.00/month
  • Pricing Details
    A low price per customer
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Boomtown Network
  • thinkrelay.com
  • Founded 2013
  • United States

About Relay

Relay is an intelligent platform for technology support and customer service that enables you to deliver simple, predictive, and personal experiences at scale. Relay also has an expert network where you can seamlessly access remote and field services to augment your existing operations. Relay brings all your customer conversations into one place, automates the common questions and empowers your agents with knowledge and collaboration tools and solve complex issues quickly.


Relay Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

Relay Reviews Recently Reviewed!


Relay User

Nov 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The thing I like the most about the software is it's relevancy for customer support. It is truly a support platform rather than just another software tool with narrow functionality. Within one piece of software, I can manage inbound customer tickets, look at previous history of tickets, and find answers to issues or questions that customers are running into.

Cons: The software did require some training to get started and get me feeling comfortable using the system. Once I played around in the software for a day or two, I got the hang of it pretty quick. Like any software you haven't seen before, you have to spend a little time to get accustomed to it but no major hurdles otherwise.

Overall: Time it takes to solve customer support tickets

Relay

Nov 06, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Lots of useful features with creating issues, chatting with techs, and seeing live issues. We even have the API integrated with our database so we can see the notes entered

Cons: My biggest thing I have noticed is when we enter merchants into relay and then try to search for them and they don't show up. Sometimes when its a multi merchants they are combined with the lead and you cant find the other accounts.

Capterra loader

We use Relay as the single software to support all of our customers.

Jun 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Easy to use simple interface, Automation that actually helps, Great onboarding and customer service whenever I need help, Bots are awesome, Easy multi-tasking, Single queue makes it easy to manage all conversations, Team chat makes it easy to work with vendors, Easy pre-built integrations to other systems and good APIs, Detailed reporting across team performance and ways to make operational improvements, Nice not having to pay per user so the entire team can be on it and work together

Cons: So many functions sometimes it's hard to use them all, but once you learn it it's great, The bot building interface takes a little bit to get used to it, More flexibility in the platform would be nice (custom views, etc.), Reporting is robust, but I wish I had more control over it to create custom reports from scratch

Reliable In Depth Reporting

Nov 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The reporting functionality of Relay is what really sets it apart. With a few clicks I have in depth reporting on the health of my portfolio. This helps me focus on scaling up my business.

Cons: The communication about new releases can be infrequent. With any new software there are hiccups and we have encountered them. That said, their support has been very helpful with our minor issues.

Overall: Since integrating with Relay we've seen numerous benefits and couldn't imagine going back to our old platform. I hope they continue to build up the platform and increase reporting capabilities.

This is a great product!

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the interface and the ease of use.

Cons: No complaints, I've enjoyed all of the aspects of this software.

Overall: I love it! My needs are smoothly met.

Such an Awesome Software

Nov 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: There are so many things I love about this software. I appreciate that it creates an efficient way to weed out the more simple requests that can be answered through AI so that our valuable human resources can focus on the more complex issues at hand. Another thing I like about Relay is how it simplifies and speeds up the support process to save time and energy. Relay is really a great and easy-to-use software.

Cons: My only minor qualm with the software is the adoption process. It took slightly longer than I expected but had no issues once it was complete.

Nice Interface

Nov 27, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software sends tickets and shows progress immediately

Cons: The whole system is massive. It's a bit intimidating at first, and I don't know what over half of it does.

Overall: It's a good system. Training is definitely needed to start using it.

Capterra loader

Relay is a technology-forward customer service platform

Jun 30, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: - Convenience of tracking every support channel in one place

- Relevant integrations (salesforce/slack/jira/zendesk/etc)

- Friendly/responsive team behind it

Cons: - Steeper learning curve than other CS platforms I've implemented

- Could use more levels of user permissions inside the app to better control responsibilities among our end users

Easy communication

Nov 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Great, easy communication. Love the marketing feature.

Cons: Nothing, found it all around easy to use and had a pleasant experience.

Worth the time and investment

Nov 25, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Competitive price, great support and addressed a tier 1 pain point.

Cons: A few stumbles in first round training sessions.