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User review of ProProfs Chat

Saw a good drop in chat tickets, definitely a tool to invest!

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
5 out of 7
Quite likely
COST EFFICENCY
5out of 7
Good
OVERALL IMPRESSION
3out of 5
ok
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
4out of 5
very good

PROS & CONS

What are the best aspects of this product?

Although the product is great and all its features have turned out to be beneficial for us. But the latest KB integration has worked wonders for us. What’s even great is how its taken care of our need to implement a chatbot to answer customer queries too because this integration has helped us provide instant answers to our customers effectively.

What aspects are problematic or could work better?

There aren’t any significant aspects that are problematic. But I believe that the team can work on making the product a little better. While using the product I feel that the login and logout time aren’t very accurate. So they could work on making it more accurate if possible. The rest is good.

What features/services would you like to see in future versions of this product?

It will be interesting to see how the team incorporates an announcement section of upcoming features. Will help us let our visitors know what we are working on and is about to release. Basically a feature section in chat window will give a poster feeling to audience.

What specific problems in your company were solved by this product?

Instant replies to customers being one. But what really clicked with this product is the ability to not miss a ticket. Besides the knowledge base integration, the Help Desk integration is also working wonders for us. In case one of our operators is not able to reply in time, then those chats are converted into tickets which can be replied back once other chats have been resolved.

Are you a current user of this product?

No

USER DETAILS

What is your role with this product?

  • I implemented it

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

11-50 Employees

What is your industry?

Consumer Goods

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 day

How many people in your company actively use this product?

several employees

What is the primary use of this product in your company?

both B2B & B2C

PRICING & COSTS

How long is your contract with the vendor?

Less than 1 year

FEATURE DETAILS

Setup

Quick Installation
4
very good
Unlimited Websites
3
ok
Simple Offline Forms
3
ok
Flexible Assignment Rules
4
very good
Agent Training
4
very good
Multiple Admins
3
ok

Smart Integrations

Social Media Integrations
5
amazing
CRM Integrations
5
amazing
Help Desk Integrations
4
very good
Open API
4
very good

Advanced Chat Features

Comprehensive Visitor Information
4
very good
Social Discovery
4
very good
Easy Chat Transfers
4
very good
Shortcut Messages
3
ok
Sneak Peek
4
very good
Concurrent Chats
4
very good
Knowledge Database Integration
3
ok
Multiple Widgets
4
very good
Agent Tag Routing
4
very good
Agent Priority Tiers
4
very good

Premium Chat Functionalities

Proactive Chat
3
ok
File Exchange
3
ok
Call-Me Requests
4
very good
Co-Browsing
4
very good
Team Chat
4
very good
Post-Chat Surveys
4
very good
SMS-to-Chat ($25-$35/month per line)
3
ok
Secure Data Transfer
4
very good

Customization

Custom Pop-Up
4
very good
Configurable Click-to-Chat Buttons
4
very good
Pre-Chat Form
3
ok
Custom Branding
3
ok
Agent Photos
3
ok

Mobile

Mobile-Optimized Visitor Chat
4
very good
Push Notifications
4
very good
SMS-to-Chat
5
amazing
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