Acquire.io vs. ChatBeacon

Our company uses Acquire's co-browse and chat functionality to assist customers with technical issues with our website, help clarify what to enter into our online loan applications, and provide service through website and mobile chat. It is very effective for these use cases.

ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea

• Acquire is easy to implement and integrate with websites.
• Very responsive to new development requests and support.
• Acquire is esy to use for both the customer and service agent.

• Easy to install and configure.
• Easy for customers to use.

• The product is stand-alone chat and co-browse, not really omni-channel.
• Workforce management features, work distribution and control, could use some improvement.

• ChatBeacon is just SightMax with a fresh coat of paint.
• The entire agent UI is remarkably worse than SightMax.

They are very responsive to inquiries, and quickly make product changes when asked.

Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!

We looked at ZenDesk, Genesys, and other products. We selected Acquire because their online demo is pretty amazing, they are easy to integrate/implement, and were very responsive during initial conversations.

Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.

• Acquire gave us chat as a service channel.
• It gave us insight and details on long-standing, but hard to prove, website concerns.

• Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
• Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.