All INSIDE Reviews
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Cherry Paula
Electrical/Electronic Manufacturing, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2020
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.
PROSI 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.
CONSWhenever I use it, it takes up a lot of bandwidth. Sometimes it slows down my connection, sometimes doesn’t.
Reasons for switching to INSIDE
Some of the features were not available in zendesk
Brooke
Utilities, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2020
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.
PROSThe 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.
CONSFeatures 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.
Reasons for switching to INSIDE
Licencing was becoming too expensive. The functionality and view for the agent wasn't as user friendly. Powerfront provided a platform that was visually more appealing and easy to use for the agents.
Aquinda
Consumer Services, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed October 2020
Glitches
Disposition options are easier to access
CONSCloses out chats while working, chat showing long times when just receiving chat, dispostition not working all the time
Steve
Retail, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
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
PROSThe 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
CONSNothing comes to mind. Inside offers so much more capability than we are currently using
Reason for choosing INSIDE
We had a strong recommendation from another brand in our retail portfolio
Lazarus
Telecommunications, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed October 2020
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.
PROSWhile 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.
CONSInside is substantially more process intensive than our alternative chat client, this can prove an issue on less than capable hardware.
Dale
Retail, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2020
Inside for Me
Overall Inside is a great tool, that allows us to work with our customers in a way that is best for them.
PROSInside is a useful tool that allows us to talk to the customer in a what that is better for our customers. In today's world of multitasking, being able to chat with us allows the customer to do other things while waiting for our responses, unlike talking on the phone.
CONSWe still experience freezing at times, and there are some functions we would like to see that are not available to use right now, they may come with an enhancement down the road.
Esther
Consumer Services, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2020
Pro chat
Being ablet to control how many customers i can chatted with and my overall experince of inside is fantastic i really love inside, i'm being using inside since 2015 and you guys did a really good job in updating the system with new features etc keep it up
PROSLove how it helped customers can completed their purchase online and the sound i get when they completed a sale :)
CONSNope you guys are doing a great job, i love inside i find it very effective to deal with customers and the best platform ive ever used:)
Patricia
Retail, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Joy of Inside
I quite enjoy using inside. It makes the job easy to do on a daily basis.
PROSI like how easy it is to click and add a message to the customer, send them offers, or transfer them to another department if necessary.
CONSAt times there are glitches that need to be fixed when an update is made.
Reasons for switching to INSIDE
It was a business decision.
Karl Anthony
Outsourcing/Offshoring, 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 October 2020
INSIDE tools review
I have been using the tool more than two years and I can say it did the job well done on helping me cater the customers needs with ease of use.
PROSuser friendly and no problems with using with my other tools.
CONSSometimes slow on response, and I get more than two customers at a time.
Prashant
Banking, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2020
Inside tool review
Great journey overall
PROSOne of the best tool used to chat with customer, its been 2 days and never faced a latency or outage from inside. Great journey overall
CONSFeatures to manually remove or put people on limited
James
Health, Wellness and Fitness, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed October 2020
A Good Start
Inside has made it easier to consolidate high volume inboxes and webchat into one platform that can be accessed anywhere my team are working from. It has been a good step up from Outlook.
CONSThere is room for improvement about how the program forwards email to different user groups in our organisation that are required to complete the ticket prior to responding to the customer.
Reason for choosing INSIDE
The decision was made by IT.
Reasons for switching to INSIDE
Outlook is not meant for high volume, multiple user inboxes and Zendesk did not meet our medical data storage and hosting requirements.
Eileen
Telecommunications, 1,001-5,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2020
INSIDE is FUN!
The best. Within Spark, this is the best software to chat with the customer. I have been using this for more than 4 years and I would still prefer to use this software.
PROS- I feel like I am just playing a game. The layout is good and we can change the theme. Helps for my overall well-being. :) - I can access my KPI's, sales, productivity, surveys in just one click. - I can see what the customer's typing in real time without them sending it yet. For me this is the best feature with INSIDE.
CONSSometimes I can't keep up with the updates :) For the past years, its full of jargons and too technical to read. But I noticed that, you have change and added Guides and Manuals, Videos and tutorials, release notes and support. However, Inside is easy to use so all good.
pietro
Luxury Goods & Jewelry, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed October 2020
PF Inside review - Live chat
Quite good in terms of exchanges. Not always easy to discuss possible new features implementations
PROSUser Interface is intuitive and easy to use
CONSReporting section is not friendly and very hard to customize in order to have relevant information to drive the business
Laura
Human Resources, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2020
Molto soddisfatta
Inside è un applicativo che permette la gestione dell'assistenza a 360°
PROSL'intuitività dell'applicativo e la versatilità
CONSAttualmente sono soddisfatta con il pacchetto acquistao
Jeannette
Retail, 11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Great support
Getting adjusted to any new software takes a moment but the best part of this is the immediate help and support I've gotten from the INSIDE team. From getting accustomed to the software to implementing new changes and adjustments, their support team has always been responsive and helpful to make this work for us. The visuals and overall use is pretty self explanatory and a fantastic way to visualize the way our customers shop and view our inventory. It's allowed us to understand their needs and be able to make suggestions and secure sales.
CONSSetup was tricky to do on our own, but the support team was great at helping us with that.
Xiaoqing
Retail, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Review on Livechat
NA
PROSEasy to navigate, change settings, able to do it alone, other users are able to do so.
CONSsome features wanted was only available at the later part, eg VA.
Tammy
Retail, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2020
Chat for our Organization
It is simple to run reports and find any type of data needed. Nice user interface as well
CONSIt can be somewhat buggy but in general runs well
Shannon
Health, Wellness and Fitness, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed October 2020
Feedback
not too bad, just a little more 'clunky' than hoped
PROSIts data collection and reporting accessibility
CONSThe limitations around customising to our needs. e.g. you can not fwd and reply to an email all at once - you have to go back in and find it after completing one of these two. emails also double up, and these double ups are not filtered out i.e. double the workload and effort as 2 different people can pick up duplicate emails. The flow on effects, that changes to operator settings have to restrictions applied i.e. if you take the 'cherry picking' option away, you can't pick up an email you were working on with ease - you need to dig into the system to do so
Reasons for switching to INSIDE
To improve company efficiencies, allow for multiple users to have access and to monitor and report on tasks and SLA's.
Laura
Telecommunications, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
A great platform
I like the shop floor and being able to see our customers interact with our site in real time.
CONSDifficulty of upgrading due to our integrations, but this is probably a two way issue and doesn't fall solely on the platform/software.
ALESSANDRA
Consumer Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Customer support coordinator
Semplicità nell': utilizzo e nella comprensione
CONSPratico stabile intuitivo di semplice utilizzo.
Horace
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed October 2020
Review for Inside
flexible of select details that we want.
CONSThe speed of show the report- data too much
David
Telecommunications, 5,001-10,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed October 2020
Pretty good software - lots of customising
I love the fact the the UI is so balanced and we have so many options for dispositions and sub-channels. A real life saver.
CONSThat the routing algorithm doesn't seem to be transparent in how chats are routed (if done reactively)
Reasons for switching to INSIDE
Just a different use case.
Tugba
Retail, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Great platform
Overall, happy
PROSI love that we can see what a customer is typing before they hit send
CONSThat the customer doesn’t get notified when the agent is available. The customer needs to stay online to see that we have responded.
Rei
Financial Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
User Friendly
Been a really easy transition
PROSfunctionalities of the chat platform easy to navigate and use downloading built in reports is quick and easy
CONSSwitching timezones to monitor departments situated in different platforms
Kate
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2017
Easy, functional & visually engaging
Very easy to use A great company to partner with Continually evolving to suit our needs Meets all of our reporting requirements The visualisation makes our agents far more engaged with our customers