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

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