All Sinch Engage Reviews
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Rocio
Verified reviewer
Electrical/Electronic Manufacturing, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed August 2022
Simplify communications with your customers
Before using Messenger, we accessed our clients' messages from different applications, but in this way we have managed to unify communications and save time.
PROSIt allows you to unify customer communications across different platforms in a single application. This saves time and customer service is more effective.
CONSAt the moment we have not had any problems with the application. We are going to start using automatic chat but we have had previous unsatisfying experiences with this method of communication.
Nisha
Mental Health Care, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2022
Easy to use product with excellent Account Management
Ease of use - extremely 'clean' user interface. This is important for our users as they are on multiple platforms through out their work day and while they are tackling world problems, when the system we provide is easy to use, it reduces from their workload. The software is fast too, unlike other programs I have worked on. The ability to set up chatbots per our need is good too. And lastly the most important - our Account Manager has been BRILLIANT! [SENSITIVE CONTENT] is always so empathetic, understanding, prompt, proactive and very kind... she is professionally friendly and really knows how to diffuse a situation and works from a space of wanting to help - which I greatly appreciate.
CONSAgents being available on multiple channels - currently there is a glitch with this and I have been talking to the AM about this. This is a needed feature and can easily be a dealbreaker. Though the IT team mentioned this is not a feature yet and this will need to be developed, I can see this some times works and some times doesn't. Therefore there is a glitch in the system. The second is about the chat bot building. For someone who doesnt have technical background, the self-help chatbot guides are dry, boring and seem complicated. If there could be short videos on this, it would be very helpful!
Reason for choosing Sinch Engage
Not applicable
Georgia
Marketing and Advertising, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
5
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed May 2022
Great platform but not simple to set up/use - lacks Telegram employees/customer service
[SENSITIVE CONTENT] Our contact at Messengerpeople, is lovely, and the platform itself is fine, although it is not the easiest to set up and optimise. It is a low COS% channel for us to use in CRM, however some instruction / contact would be hugely appreciated in terms of set up process and optimisation. Also a lot of the videos/instructions are in German.
PROSThe Telegram / Viber channels are relatively simple to set up, it is a rather inexpensive channel for us, and setting up new bots is easy enough to implement, for our different countries.
CONSTelegram/Viber are missing staff that actually work on these platforms, to be able to advise and help. We originally set up the platforms on an ex-employees phone number, and now we cannot seem to get the account disconnected from his phone, meaning we have to request log in details from him even though he doesn't work here anymore. We also have all his phone contacts, which are not relevant to Myprotein. We have been advised that there is no way to change/disconnect his number from the account, and we will have to start all over again with a new account (losing all our current subscribers), which is not a viable option for us.
Roberto
Hospitality, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed June 2022
Messenging for support guests it's easier now
With a small icons on the footer website, we got greater feautures to chat with guests asking for support. The chatbot and other features to automaticly replay in case of agent absence is strategic for our buisness which works in direct customer relatione chats only seasonally-
CONSA back-and user manual or a support team speaking and writing italian will be much appreciated. It has happened that FB and IG connection process previosly actvivated failed for unknown reasons but no allert was advised (?)
Reason for choosing Sinch Engage
It was apparently the most convenience in strict relation with quality of service supposed. Then, the italian sales agent [SENSITIVE CONTENT], was pretty smart to convince us, ensuring a customed condition.
Anonymous
1,001-5,000 employees
Used weekly for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed April 2021
One software for all
It gives us ease of access because not only we can monitor different channels but it only generates the statistics of the content and inquiry of all the client. Where we got to know the most asked questions. Also chatbot, chatblock, and MIA does almost majority of our work when it comes to answering inquiries.
PROSThe best feature for me is the access to almost all of the messaging apps. We can't deny how big the messaging industry is now especially when pandemic arises, it is the only way to communicate for some, but the more apps/softwares produced the more struggle for the companies communication team because in order for us to stay updated and connected to clients we have to be accessible in all the messaging apps in the market. In Messenger Communication it gives us ease of access to all of these different messaging platform. One click and we can now view, reply, add chatbots to all of our platform.
CONSNothing much, maybe the pricing because it's expensive but I think the features answers it all.
Reasons for switching to Sinch Engage
It has great access to more channels
Thaddeus
Verified reviewer
Music, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed October 2019
Good for musicians
Able to connect to Facebook users and sms messages
CONSSome security issues but good overall highly recommended
Vendor Response
Hi Mr. Greear, Thank you very much for your positive evaluation of our Messenger Communication Platform. However, you indicate that we also offer SMS as a channel which is not the case. We purely focus on messaging apps: WhatsApp, Facebook Messenger, Apple Business Chat (iMessage), Telegram and Viber are the channels we offer for customer communication. You also mentioned "Some security issues". This must be a mistake. We haven't had a single security problem in our entire history. Disruptions or security problems with the respective messaging apps are outside of our influence. We wish you continued success with our platform. Best regards, Your MessengerPeople team
Replied October 2019
Edna
Verified reviewer
Building Materials, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed April 2021
Simply an awesome product
I find messenger the simplest form of communication that connects people and businesses globally.
PROSI like the fact that the product is fast, quick, and easy to use. It also has features anyone can use however the little knowledge they have.
CONSIt does not enable one to attach/share files. well I am hoping this has changed though
Reasons for switching to Sinch Engage
I think it was automatic to switch
Jessie
Retail, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed October 2022
My messenger
My overall experience with messenger have been mostly good experiences and would recommend it to others
PROSWhat I like most about messenger is being able to make calls and I can choose to see the other person as well
CONSThe feature I like the least is sometimes it won't let me answer a call not sure if that's because of my wifi or what
Davide
Telecommunications, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed May 2022
Great user follow-up and ticket management
The product is quite intuitive especially in the ticket management and user-follow-up part. You can manage different roles for operators and it's easy to hook pre-populated chat blocks to manually managed chats. Another thing that I really liked is the possibility of using variables to be associated with customers directly from automated chats and then find these values in the customer base/address book.
CONSAlthough the system is very powerful, some features are a bit hidden and probably still in "experimental". The thing that is missing most is a GUI where you can immediately see the entire flow chart and the customer journey at a glance, especially on the chatbot part.
Reason for choosing Sinch Engage
It seemed the most promising to us
JAMIL
Verified reviewer
Automotive, 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 May 2021
Free communication app
I love it. It is free to use for communication around the world. I us it for communicate with my family members abroad and also with my world related
CONSNo cons at all in my opinion. I love this app for free use
George
Transportation/Trucking/Railroad, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed May 2022
Excellent to manage customers
It's great because it allows you to communicate with customers where they are, on Whatsapp. For the customer a very known way of communicating while on the back end for us very organized.
CONSNot always very easy to find old conversations once they are closed. If you remember a specific example of a ticket we can use for training purposes etc.
Hugo
Verified reviewer
Marketing and Advertising, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
Justo lo que buscabamos
Es la herramienta que buscábamos para organizar y gestionar mejor nuestras comunicaciones externas. Desde el principio vimos su potencial y nos facilitaron la implementación con ayuda continua.
CONSQuizás es un poco complicada la parte de META, pero con la ayuda del equipo de SINCH, pudimos solventar los problemas que tuvimos para dar de alta los números de los proyectos.
Giulia
Consumer Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
3
Reviewed May 2022
Ok but needs several improvements
The software is easy to use and intuitive, you can export convos in pdf
CONS-Not very user-live chat friendly - When you write the message and then change chat without sending it, the message disappears (very annoying) -When you have a few different chats open and you open a new one, it would redirect you to the new one you just opened but to the oldest one (very annoying, live chat is about being quick and this often causes mistakes, like sending the message to the wrong person) -The layout is not great and when you receive a new message there should be a sound that alerts you, especially if you are on a different tab, checking some data to answer the inquiry - there should be the possibility to add a note and see it when you open the ticket on the specific customer, without needing to scrolling down on "internal notes" - it's time consuming to reopen the chat and reassign it everytime you want to assign it to yourself - chats should be separate and a chat from the 28th february should be merged with a chat from the 1st march, for example --> improve layout
Daniel
Food & Beverages, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
2
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed May 2022
In general Messenger is quite useful tool
We communicate via messenger with the courriers who work for our company. It is an instant and quick communication. We also use the posibility to send pictures and sound files by Messenger.
PROSIt is easy to use. It gives a signal when a message arrives, which is perfect. The visibility of the messages is good.
CONSTo be honest I absolutely hate that the programme logs out every 15 min. It is really annoying to check every ten minutes if I am still loged in. Many times I missed a messages because of that or I read them with delay.
Catia
Media Production, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed August 2021
É um aplicativo pesado, lento e as vezes complicado de usar no entanto seguro.
Eu uso a plataforma messenger para vender roupas, sapatos entre outos produtos. Porém sinto muita falta de puder fazer uma chamada em grupo com os meus/minhas clientes sem gastar muita mega de internet.
PROSMe dá acesso à venda dos meus produtos, por que tem muitas pessoas que usam o palicativo.
CONSÉ um aplicativo que exige muita carga de rede wi-fi, não é económico e também precisa ser atualizado.
Alba
Hospital & Health Care, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed January 2020
Messenger communication
My overall experience with the software so far is good, I like how easy it is to use. I’m able to keep everything organize, from doing webinars to utilizing the calendar while also communicating with other people and clients
PROSI like that this software it’s easy to use, and up to date
CONSI’m still experimenting using this software so at this moment I can’t say what I liked the least.
Cristiano
Fund-Raising, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2023
Versatile e ottima assistenza clienti
Molto positiva, in particolare per il supporto che non manca mai ed è sempre tempestivo. La piattaforma è versatile ed è semplice iniziare ad utilizzarla dopo una breve formazione.
PROSSi integra bene ed ha diverse funzionalità che riescono a dare spazio alla creatività sulla strategia di contatto su questo canale. Utile la gestione dei ticket con assegnazione e con classificazione delle priorità da parte di operatori e operatrici.
CONSIn alcuni casi, non poter vedere immediatamente lo storico precedente all'ultima discussione chiusa può essere un limite.
Maria Camila
Transportation/Trucking/Railroad, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed May 2022
Really Good App
How easy is to communicate with the clients and how important is to have our CRM updated
CONSThat sometimes suddenly stops working and you have to refresh the website many times in order to work in a smooth way.
Ollie
Health, Wellness and Fitness, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2019
Brilliant Platform
The Messenger Communication Platform is really easy to use and has transformed our customer service offering. Not only are we now able to provide answers to user questions 24/7 through the automated response system, but we are also able to offer personalised communications with our support team with the live chat function, all using WhatsApp. So far the feedback has been amazing.
CONSThe analytics could be a lot better. We are currently having to do a lot of manual work gathering meaningful metrics. The pros far outweigh the cons though.
Shenda
Mining & Metals, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
3
Reviewed December 2020
Messenger is a platform within a platform
Was great. Messages were sent and received fast & quick!
PROSYou can create multiple groups all at the same time. Have multiple conversations going. You can also change your status interchangeable available/ in-available etc..
CONSGrousing are not well organized.. easy to mix up groups unless this has changed. No ability to attach / share files unless this has cashed.
Vera
Consumer Services, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2022
Feedback
In general it is a good experience, the product is good and all my team use it daily
PROSThe product is easy to use, I like the most the fact that it is so quick, efficient and compact
CONSThe fact that every user could put a nickname makes the job harder, it is not easy to find a person by his nickname.
Ravisen
Food & Beverages, 10,000+ 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 May 2022
Excellent product for customer service
Excellent
PROSuser friendly, responsive, fast and efficient
CONSI like everything about messenger people
Erika
Information Technology and Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2021
Facile ed immediato
Il servizio clienti è sempre molto presente e ci ha aiutato a risolvere ogni dubbio
PROSIl bot, che utilizziamo come primo filtro e per indirizzare i ticket al giusto dipartimento; la facilità di utilizzo
CONSAlcune funzioni secondarie sono in fase di implementazione
Reason for choosing Sinch Engage
Rapporto qualità/prezzo, tante funzionalità in un solo servizio, supporto clienti sempre a disposizione, massima professionalità delle persone
Giorgio
Verified reviewer
Food & Beverages, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
2
Reviewed May 2022
Flexible service
Flexible features, the services allows a variety of things that similar services don't (ex. outbound messages)
CONSNot user-friendly and limited analytics-wide
Reason for choosing Sinch Engage
FlexibIlity
simone
Food & Beverages, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
FUNCTIONALITY
3
Reviewed May 2022
Good software
You can organize well your work, and it's easy to use it
CONSIn the last year the software had some crashes and bug