All Smartsupp Reviews
1-25 of 326 Reviews
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Luca
Verified reviewer
Furniture, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2019
GREAT WEB CHAT
We have been with them for 2 years and the service satisfies us.
PROSLow prices, good customer support, video recording on the site.
CONSMissing the possibility to send attachments or more integration with the cms (example prestashop)
Vendor Response
Hello, Luca, thanks a lot for your review. We are glad you have been with us for 2 years now and we hear your concerns. The file-sharing option will be ready in the new chat widget, which should be out this month. You can read more about what new chat widget brings here: www.smartsupp.com/blog/new-smartsupp-widget/ We became an official partner of prestashop and the integration is available. You can find it here: https://www.smartsupp.com/help/#integrations All the best, Michaela
Replied October 2019
Stephan
Fishery, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed April 2023
Got to exspensive
We are solving communication issues
PROSI like that you can close a sale on the go mobile
CONSWhen i started it was 15 dollars now it is almost double making it very unafforable for most south africans.
Reason for choosing Smartsupp
was afforable
luis
Architecture & Planning, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
FUNCTIONALITY
4
Reviewed January 2021
Has potential
It seems easy for the users to use, with some more features would bee greath.
PROSBeen able to email if user abandones the chat session helps to give a better service.
CONSIt 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.
Reason for choosing Smartsupp
I had no time to test a new one.
Reasons for switching to Smartsupp
It is hard to follow up missed chats or customers after they leave chat. Mos of the emails sended with tawk to go to spam.
Marcel
Automotive, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2019
Decent Chattool
Its fast, good looking and very helpful. Our customers really like it.
PROSits functional and the design can easily changed.
CONSThat you cant send files over the Chat.
Reason for choosing Smartsupp
Because of the price. We needed a Chattool which is easy to implement, easy to change the design, and isnt that cheat like the most. We wont pay 30-40 € per month for a chattool. Smartsupp could give us all we looked for.
Vendor Response
Hello Marcel, thanks a lot for your review. The file-sharing option will be ready in the new chat widget. The estimated release time is in September/October. You can read more about what new chat widget brings here. www.smartsupp.com/blog/new-smartsupp-widget/ Have a nice day! Patrik
Replied August 2019
Marcy
Cosmetics, 1 employee
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
4
Reviewed March 2021
Valuable Plugin for Small Businesses
This plugin and software works wonderfully for our ecommerce shops. It integrated easily into our Wordpress based site, and beautifully blends into themes and appearances. The software provided valuable information to help a small business navigate customer service. Reasonably priced for small businesses who really need to be careful where dollars are spent. Great overall interface and easy to on-board.
CONSLimited in abilities in comparison to competitors software, such as no social integrations. Mobile app was not notifying of conversations, despite notifications being on.
Reasons for switching to Smartsupp
Competitive pricing for similarly used features. We lost quite a few features, but most were not high priority features.
Jorge
E-Learning, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Excellent tool, not only is it a chat
I automate the messages according to variables to solve frequent questions to customers, when I answer the chats in real time it allows me to answer easily thanks to the shortcuts and I can check the information architecture, usability and accessibility of my website thanks to the recordings .
PROSExcellent tool, not only is it a chat, it is a comprehensive communication tool that allows you to automate informative tasks for leads, it is also a tool for monitoring and usability improvements of the site thanks to the recordings and allows you to integrate it with other platforms to track the clients
CONSNothing, I love the tool, I think it can expand but its functionality is very good
Reason for choosing Smartsupp
I would only replace smartsupp in the event that another Hubspot or ActiveCampaign platform has an integrated chat with the same features
Rodrick
Telecommunications, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2020
Change the world with Live Chat!
Love it daily from the recording features to the best way to talk to customers that visit websites!
PROSEasy to install and features work perfect for what I need it for!
CONSI don't have anything bad or least I like cause after doing research this chat was the best fit for my company!
Reason for choosing Smartsupp
Fits the best for my company needs and features to use!
Khue
Human Resources, 501-1,000 employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2019
Friendly platform
Friendly platform, easy to use, simple function and feature. Nice website. nice interaction.
CONSNothing till now. let me explore more and feedback later
Reason for choosing Smartsupp
Suitable price. Friendly platform, useful function.
Mansour
Internet, 1 employee
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
2
FUNCTIONALITY
5
Reviewed August 2020
Cost effective?
the setup is quite easy and the dashboard is intuitive.
CONS120 dollars a year is still quite a cost
Reasons for switching to Smartsupp
I am using now prestashop. I used to develop on Joomla
Tomasz
Textiles, 2-10 employees
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2019
Good for small companies
Extension to our shop available. Free trial. Good support.
CONSMultilanguages setup available only via API.
Reason for choosing Smartsupp
I resigned from LiveChat when turned out there is only credit card payment option available. I do not like Facebook applications.
Boinay
Verified reviewer
Medical Devices, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2023
Excellent product
The ease of implementation, the efficiency of the chat.Customers are increasingly using it instead of the telephone
CONSNot always easy to program the chat bot.The price is high to have more than one chat bot
Andrej
Health, Wellness and Fitness, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Decent tool for online chatting
Simplicity and UX is exactly what I like about this software. We have been using this SW for more than two years in our eshop application. We have tried thoroughly several other well known tools for chatting and must admit, we have ended everytime with Smartsupp. It has clean and intuitive dashboard - and what I like the most, if offline, you get the email notification ( of course this is nothing exeptional :-) but with complete and comprehensive visitor`s history - what pages had visitor visited, what time, for how long - so it records and tracks visitor mouse movements - and all these packed in pleasant email design layout. Good pricing structure ! Smartsupp has also integrated the option of video recording of visitors. It is definitely worth trying and for sure using.
CONSI would love to have facebook messenger being integrated into the chatting tool - but as I have already learned - this is comming soon, so finger UP! And perhaps more options for for screen widget icons - people like to play - so why not offer them nice and colorful widget icon options :-)
Reasons for switching to Smartsupp
Simple, clean and intuitive dashboard and web page widget of Smartsupp
Vendor Response
Hello, Andrej, thank you very much for your positive review! Yes, we are working on facebook messenger being integrated into the chatting tool, stay tuned for that. Your suggestion for different widget icons is interesting and definitely one we will consider. All the best, Michaela
Replied October 2019
thomas
Electrical/Electronic Manufacturing, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2019
unwanted horizontal scrolls & capability of hiding user photo if needed & miss chat or offline messa
...some horizontal scroll bars, down my smart supp panel, appeared here since a couple of weeks ago. while zoom of explorer is 100% they are there, and a part of panel goes out of monitor. it was not like this before. i think previous DIV settings were correct.
PROSthe whole software is nice.... miss chat and offline messages of customers are nice too, but...
CONSi prefer when i miss a chat, or get offline message, that message to Email me to my Gmail account, or get an SMS based on the missed chat, or offline chat, which takes me back to the computer to consider customers. there is another problem, with alerts and alarm voices. they does not work on my cellphone at all. its ASUS ZD551K... ANDROID 5 ... i think it would be nice to use MIDI format, or make alert sounds through functions over every device, instead of a MP3 format to play on it. also, it needed to hide my photo over panel, some times. at least over my own monitor. and finally, i should suggest ...
Maurice
Wholesale, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Works very good and never had any problems with it
As a B2B wholesale company we have a lot of customers who have questions while browsing about products, sales conditions, delivery times etc.
PROSvery easy to work with reasonable pricing
CONSthere were no cons what so ever, i have to fill this form....
Reasons for switching to Smartsupp
-Pricing -based in Europe
keith
Computer Software, 1 employee
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2019
For a free software it mends patches in your website to intergrate to live support.
The chat option allow me to use a laptop and actually type than having to thumb to a device for a half hour. The problems with new generations of culture it use to take a simple phone call 3 minutes of conversation to give advice; however now with texting causing hours of wasted time in society, Alot of people expect text and then take 30 minutes for a 2 minute conversation because teh replies they respond to are very slow, weird hours and times to contact and impulsive on replys back. *(selfish society in America) So using this app allows me to edit copy and past long winded conversations since time is valuable to the work only. and Thus the entitled one out there in US and many are out there gets there long winded reply for the chemicals in their head to feel good. It will be great once this generation is replaced by gen z, that way efficiency is back. SO if you are Gen x and like old school use the app on a laptop and then create a thrift process to weave out the useless entitled ones by serving a reward based market only. reward by behavior only and dont support impulse cry babies and you will make it. so good app. :)
PROSI like the ease of inserting the script and then the ability to log in and go live.
CONSThe phone app version does not seem to work on a few devices.. just blank screen not sure why.
Reason for choosing Smartsupp
most likely keep it
Vendor Response
Hello Keith, thanks for your review. Have you tried our new mobile app released in June? To speed up your conversations I recommend you to set up Shortcuts in your dashboard. www.smartsupp.com/help/shortcuts/ Have a nice day! Patrik
Replied August 2019
Simon
Textiles, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed August 2019
Super useful tool
Since you put the new interface, it is really easier to communicate. Super easy to set up on Magento.
CONSWish we had a library of answers of questions already asked. Wish I could still put as many agents as possible. Seems difficult to configure the Welcome message depending on the countries
Marco
Automotive, 1 employee
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2019
An important help for e-commerce
It has friendly functionality, no bugs, the technical support replies in less than 5 hours.
CONSthere is no possibility to upload image and/or document files during the chat session
Vendor Response
Hey, Marco, thanks a lot for your review. The file-sharing option will be ready in the new chat widget, which should be out this October. You can read more about what new chat widget brings here. www.smartsupp.com/blog/new-smartsupp-widget/ All the best, Michaela
Replied October 2019
Oscar
Entertainment, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT