My Favorite Live Chat Feature!

We use Smartsupp in my organization to chat internally with our Team Members in the field. We have an internal website that they can log into that serves as a performance aid and if they can't find what they're looking for or if they have any questions, they can chat with us live. They love it and we love it. It was extremely easy to install on our site and configure with our branding. I would recommend it to anyone who is looking for a live chat feature for their business or organization, whether you use it with your Team Members or your customers.

Pros

Free version is an INCREDIBLE value. You can see when people are on your site instantly, and what page they are on. You can even block IP addresses if needed. The chat feature is also fantastic with the option to receive transcripts via email when you're offline.

Cons

Honestly, not a thing. It's one of those solutions that just blows away your expectations.

Has potential

It seems easy for the users to use, with some more features would bee greath.

Pros

Been able to email if user abandones the chat session helps to give a better service.

Cons

It could help to have time and date of each page visited by the user. Bot response based on the text of the question or message received, we have many frequent questions. Send by email a follow up message to ask if we helped them. Been able to ask for authorization to see what the visitor screen to help them better, we have to ask many times for a screenshot and many users don't know how to take one. Been able to help an agent in chat with hidden messages to the visitor or a medium to communicate with other agents to help them or correct them. In some pages and systems the load of the chat is too slow, we lost many opportunities.

the customer does not know if I am responding

while a customer writes I understand it from the three dots that flash. But when I write, the client is not warned and often abandons the conversation

Pros

simplicity, price, application on smartphone

Cons

customers leave quickly. if I can't answer and the customer leaves, he doesn't leave the email or phone to be contacted

manager of several communication channels

it makes my online shop a little more efficient

Pros

is a personal shopping assistant. I like it because it combines live chat and chatbots for me in time and helps me turn visitors into loyal customers

Cons

I would like to reach more visitors than usual but I can't and more high packages

ICC review

I’ve been able to secure more business using this tool. The value is definitely there

Pros

This product is very easy to setup and customize. The mobile app is easy to setup and customize. I tend to stay away from softwares that are not easy to use. The user interface is easy to use. I like the ability for multiple agents to talk to a client at the same time

Cons

Sometimes it takes too long to get a notification that someone is on my website. I wanted this product to grab those people who come to my website for under 1 minute. I’m still missing some of those people. If you can figure out how to get a notification to me quicker you would have a real winner here.