Unique among other platforms

I love how this platform was put up together. The way it was designed was meticulously thought of. It gives visual representation of what we most of the time see as text only. Not only that - the people we work with are a delight to talk to. They help us resolve our issues quicker.

Pros

I like how it is being interactive for agents. It was totally different from the other platforms with the same purpose. It was not boring. A bit expensive but they are evolving on the area that we need which is what i really wanted to see.

Cons

Whenever I use it, it takes up a lot of bandwidth. Sometimes it slows down my connection, sometimes doesn’t.

Great visual & user friendly system

Has been great to work with. We have had alot of wins customising and integrating system and they have been helpful throughout. Looking forward to getting more and more value out of Powerfront & Inside.

Pros

The visual layout and being able to watch customers move throughout the website. The ability to add customisation into other systems like our CRM. Has been easy for our agents to pick up especially during COVID when many were taught on the fly.

Cons

Features like being able to have the webchat set to on constantly even if an agent isn't online yet - We'd like it to be open 8am - 6:30pm like clockwork. Credit card masking feature is creating a few issues internally.

Glitches

Pros

Disposition options are easier to access

Cons

Closes out chats while working, chat showing long times when just receiving chat, dispostition not working all the time

Inside makes it easy for agents and executives to engage

From our perspective we are using a very simple level of Inside but are increasingly becoming aware of the further potential of the platform. As we adopt new elements we continue to improve our user experience

Pros

The visual interface is superior to other solutions making engaging with customers fun and interesting. We've recently begun deploying the BOTS feature and are finding it helpful to assist customers without adding more agents

Cons

Nothing comes to mind. Inside offers so much more capability than we are currently using

Unique & Engaging

Overall it has been great! There has been a trial and error process to determine what browser works best with Inside (currently we're finding Edge offers the smoothest experience), and the range of options Inside grants does prove training new colleagues a bit more difficult, but the end result works wonders.

Pros

While there is an initial learning curve, Inside provides a great experience once you've got a handle on things. The UI/UX is a breath of fresh air, and the available features (co-browse, visiting other channels, visually representing each colleagues current chat pool) are a massive step up from our alternative chat client.

Cons

Inside is substantially more process intensive than our alternative chat client, this can prove an issue on less than capable hardware.