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What is Relay?

"Relay is an intelligent omnichannel customer service platform that helps teams efficiently support technology across distributed locations. "

Relay is an intelligent platform for technical support and customer service that enables you to deliver simple, predictive, and personal experiences at scale.

Relay is powered by the Relay Technology Index, the most comprehensive global index of business technology currently available. The Relay Technology Index combines a universal technology dictionary with curated knowledge and insights from millions of support interactions. Relay uses artificial intelligence and bots to distill and deliver this knowledge in concise and digestible conversational responses to your agents, or directly to your customers across the communication channels they use every day. Each interaction in Relay is utilized to understand each customer’s technology profile resulting in personalization and efficiency. The more you use it, the smarter it gets.

Relay also has an expert network where you can seamlessly access remote and field services to augment your existing operations without adding headcount.


Relay scored 65/100 in the Customer Service category. This is based on user satisfaction (100/100), press buzz (24/100), recent user trends (falling), and other relevant information on Relay gathered from around the web.

The score for this service has improved over the past month. What is this?

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Relay Product Overview

  • 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


Languages: Japanese, Spanish, French, English

Relay Features

  • API
  • Batch Permissions & Access
  • 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
  • Project Management
  • Scheduling
  • Supplier Management
  • Travel Management
  • Time Management
  • Click-to-Dial
  • SAP Integration
  • Route Optimization
  • Net Promoter Score

Relay FAQs

Does Relay 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 Relay offer multi-user capability (e.g. teams)?

Yes, in Relay you can create unlimited Teams within your Organization.

Does Relay integrate with any other apps?

Slack, Google, Salesforce, Zendesk, Freshdesk, ServiceNow, and Jira.

Does Relay offer an API?

Yes. Relay offers robust APIs.

Who are the main user groups of Relay?

Relay is built for teams that support technology across distributed locations. User groups include customer service teams, internal IT teams, and more.

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Relay User Reviews

Average User Rating:
5.0/5 based on 2 user ratings.
Your Rating:
User profile picture

Full functionality and neat integrations

// President & Principal Advisor at The Kynaston Group Inc

What do you like about Relay?

My favorite thing about relay is the ease of connecting + integrating with other services. Connecting to Salesforce for my last client was a breeze, but I was also impressed to see the suite of integrations they now have available. Relay connects to most of the services I use (Slack, JIRA, Zendesk) and could be a great tool for my startup as well.

What do you dislike about Relay?

During the setup for my last client I could have used additional levels of user permissions. I also thought there was a little bit of a learning curve compared to some other CS platforms I've used, but that probably goes along with the large # of features available.

What have you been using it for and what problems did Relay solve?

My first exposure to Relay was as a software consultant, helping a client with setup/onboarding of their Relay platform. I have setup multiple systems as a Software Engineer at my day job, and found Relay to be on par/above other CS platforms I've used like desk.com, zendesk, and elevio.


Usefulness
5/5
Ease of use
4/5
Value for money
4/5
Customer service
5/5
User profile picture

Excellent! Must have software

// President & Co-Founder at VividPayments

What do you like about Relay?

• 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

What do you dislike about Relay?

• 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

What have you been using it for and what problems did Relay solve?

We use Relay as the single software to support all of our customers. Relay has allowed us to add chat and SMS for support while making it easier and faster to respond to everyone. We have been able to automate a lot of our easy daily questions with bots.


Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
5/5