ChatBeacon (formerly SightMax) is a live chat tool from SmartMax Software headquartered in Tulsa, Oklahoma.
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Drift
Score 8.2 out of 10
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Drift is presented as a human-centric, AI-powered buyer engagement platform, a platform that automatically listens, understands and learns from buyers to provide individualized and human experiences at every touchpoint of the buying journey. The platform helps businesses translate conversational data and buyer behavior into deeper customer relationships, and also modernizes the B2B website experience. According to the vendor,…
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
It is recommended for any company; it is a comprehensive tool for teams interested in strengthening business management and improving efficiency. It allows you to automatically schedule support with customers, thus saving a lot of time. Large companies can establish a chat and communication between potential customers, answering their questions quickly; allow you to monitor and track your leads and new leads, to make it fully functional, it has a very affordable value so that it can be used in all companies, it will not affect their economic aspects.
Easy to implement - we were up on our site in hours.
Increases the volume and quality of buyer conversations - visitors get to value faster and qualify themselves by chatting in.
Surfaces relevant experiences and content to people faster based on targeted use cases.
Brings your brand to the prospect experience to stand out in the market. For example, our mascot Ollie Llama welcoming visitors on the homepage with funny llama.
Whenever there have been challenges with the product, the team has always been hungry to fix the issues that we raise.
In-platform reporting on conversion metrics can be improved. For example, it's not possible to report on business vs non business email capture rate (currently reported by our CSM every week), and to get the most detail about meetings that have been booked, you have to export data and review in Sheets/Excel. Drift responds quickly, and they're already working on this... so by the time you read this review, the reports will probably be fully functional in the platform.
The customer-facing usability is great, but managing drift from the back end can be challenging at times. This is mainly due to slow loading speeds when it comes to editing or viewing routing. Coupling this with no autosave function, changes are hard to make and can easily be lost.
Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
The Drift team has been remarkably responsive to me. From support reps available in-app, to my account manager committed to my long-term success, to regular connections and interactions with their leadership team. They have been wholeheartedly committed to answering every question and solving every issue so that we can succeed as a team, and I can succeed as a marketer!
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.
I have used a few different chat platforms, the most popular one being Intercom. They both have some similarities in functionalities and features. I have had more success with Drift and the calendar link/automation. I love the fact that a prospect can easily find my calendar link and book a demo without needing to speak with me.
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.
