ChatBeacon (formerly SightMax) is a live chat tool from SmartMax Software headquartered in Tulsa, Oklahoma.
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Comm100
Score8.2 out of 10
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Comm100 is a global provider of omnichannel customer support software for commercial, government, and nonprofit organizations of all sizes. The Comm100 platform unifies live chat, email, social media, secure messaging, and self-service resources into one support experience. Centralized conversations and workflows improve visibility, accelerate response times, and ensure consistent service delivery regardless of channel, audience, or interaction volume. The…
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
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Comm100 has been great for getting customers to specific pieces of content (drivers, downloads, collateral, use cases, etc.) while the customer reaches out. The ability to share specific links in the chat window and have a preview appear is especially neat
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We have a live chat icon on the website, so users can easily contact us for instant support.
Previously, we had to use email as the main contact channel. By using live chat, we found the conversation rate improved a lot, as customers are happier to get instant support.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer support seems pretty good — though we haven't had many issues, our experience with getting them to troubleshoot our Salesforce integration was really the only frustrating part. We had to repeat ourselves a bunch, and the issue never really went away. We just ignored it and moved beyond
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.
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After a lot of research, Comm100 was our first choice. No other platform seemed as robust or provided us with as much room for growth as Comm100 did/does.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
