CX Genie Reviews

This has been the easiest UI to use when setting up a chatbot that I have found on AppSumo. I have been slowly building up my knowledge data base. I will come back to the review if I have any issues once I use the chatbot on the website and via social media but currently this product will save me hours of customer service engagement.

Such a waste of time. I really gave it my all. I hired consultants and had my team dedicated time to try and figure this one out. The lack of functionality is astounding. The app breaks while you're chatting and the API is non-existent. I did get on a zoom call with somebody from the company (thank you), but I couldn't understand what they were saying. I kept telling them to email me the info. After a day, the email arrived and it too was difficult to understand. I'm pretty tech savy, but sadly, this software requires more than that. It needs more dev before i can dig into it again. What's strange is that other, more basic software, provides more services: live visitor view, IP and location info for chat customers, hand-off.... this one needs some work!

I gave it a taco because they got it off the ground AND they have an app in the app store. Good job. But 4 tacos are for me for all the time and money spent trying to make it work, ugh.

I already bought CX Genie in the previous LTD on AppSumo.

So far, I am happy to see continuous improvements and features being added, with a pretty active team. As tier 2 customer, I didn't get as much new stuff as tier 3, but the package is still rather round. The solution is pretty holistic in the aspects of customer support that are covered, also offering many integrations to third party services.

It is nice to see the team listening to user feedback, which already has led to several additions of features and changes in their initial path. This openness to feedback is not that common in that extent for other companies.

My use case is requiring quite some customization and flexibility. This has been a bit of a downside, as the whole interface is rather streamlined to the typical support case (GPT-4o is supported as default model; custom prompts seem to only partly get passed to the model; messages are probably limited in length, a bit). However, with the new mailbox feature, this could improve, and I am really looking forward to trying that out.

CX Genie initially seems impressive. The interface is clean, the visual workflow builder for managing bot interactions is genuinely useful, and the team is actively developing it. They're constantly releasing updates, but unfortunately for Tier 2 users, all the new modules have been released as paid add-ons. However, despite this, I've had it for nine months and haven't been able to use it at all in production, and that's a major problem.

The core issue, in my case, is GDPR compliance. It's advertised as being compliant, but it's simply not. Their servers are in Singapore, and there are no clear safeguards for European data. As someone working in Europe, this makes it unusable. What's worse is the communication around this. I was initially told GDPR compliance was coming in mid-September. Later, I found out they hadn't even started the process. This lack of transparency is a major red flag.

It was a bumpy start, but Shawn and his team were fantastic! They constantly updated us on the status of the issue. We are excited to switch from Tawk to CX Genie, and knowing we have an ace tech team ready to dig deep in the event of any other issues is all we need.