It's very difficult to find a true all in one support system. Resulting in needing a fragmented support system to cover all the required channels, which is not ideal when using AI + knowledge for consistent support and striving for easier ongoing management.

These are some of the key features that I need, that I often find missing when evaluating different support systems:

Human Handoff ✅
Often AI support chat won't have the ability to hand off to humans, like it's either all AI or all human. CX Genie supports human hand off.

Mobile Apps ✅
Very often there are no mobile apps, which I think is essential for support if human hand off is possible. CX Genie covers this with their iOS and Android apps.

Supports Inbound Email ✅
Often, support systems that support live chat style support widgets - do not support email as a direct channel to create tickets. This is needed in a lot of cases, where using a form is not a possibility. CX Genie supports this (Google Workspace integration), they do not yet support forwarded emails or IMAP/POP3 as an ingest - but they added the mailbox itself based on user feedback and looks like they are inclined to add those too.

Social Channel Integrations ✅

Overall, CX Genie is solid - it's not an amalgamation of half-baked features that is often the case with products that have a large feature set. Their product development is very active and they are highly responsive to feedback.