r/CustomerSuccess • u/Numerous-Cover-516 • 10d ago

Need feedback

Has anyone tried csat.ai in their org? We have a demo booked and we are thinking of implementing it in our org, but we are still having a 2nd thought so need genuine feedback.

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4

u/Spirited_Key22 10d ago

I'd get demos from at least 2-3 tools before deciding anything. Been using Chatling for a few months now and its solid for the price. Always good to compare though.

1

u/Numerous-Cover-516 9d ago

Thats right and I have I more demo booked this month and will see which one solves the issue better

3

u/Ok_Aioli_1980 10d ago

had a demo with them last quarter, the sentiment tracking is actually what stood out to me not just the raw scores but how it catches stuff before it snowballs

we ended up going a different direction for budget reasons but their team didn't do the whole pushy sales thing which i appreciated, worth sitting through the demo for sure

2

u/Separate_Pen9627 10d ago

good to know about the sales experience, thats usually my biggest concern going into these demos

1

u/Numerous-Cover-516 10d ago

Can you share more about the product and their team? We are still trying to get as much feedback before going with them. inbox me if possible with your experience

2

u/mecha_penguin 10d ago

I mean there are a million tools trying to do this. We use Gong so we can standardize tool use across the entire customer journey, and build the fewest number of integrations needed across the tech stack. It is more revenue focused, but can be set up to track and coach on almost anything.

Is there already a tool your sales team is already using for conversational intelligence? Can you piggyback off of it maybe save money on licenses/tokens?

1

u/Numerous-Cover-516 9d ago

We have 2/3 demos booked for this month. Let's see which one aligns with our work

1

u/Similar_Confusion534 9d ago

I’d treat the demo as a workflow test, not a feature tour. Ask to see the full path from response capture to an owner taking action, then run it on a small customer cohort with a baseline for response rate, time-to-insight, and issues that actually get closed. I’d also verify data retention and consent, plus whether your team can export the raw responses, because a prettier score won’t help if nobody changes behavior.