ChatBeacon vs. Provide Support Live Chat

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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Provide Support Live Chat is a very user friendly tool. It allows my Customer Service Team to perform their daily duties and easily access live chats when needed. It's really great because we can ask for contact information so we can research questions if needed and then reply back in a timely manner. Our customers and potential customers can always have access to a live person.

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

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• Incoming chat notifications
• Easy to add additional operators to the room
• Easy to see information of the person you are chatting with
• Chat transcripts are automatically emailed

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

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• Does not allow us to flag a particular 'consumer' as a scammer.

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

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They are there when I need them.

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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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We elected to continue with Provide Support Live Chat because it was more economical compared to Salesforce's option. While Salesforce contained more integration options, we did not see the need to dramatically increase our costs just to have direct integration with Salesforce records and accounts. We haven't evaluated other options since we are happy with Provide Support Live Chat.

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• 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.

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• I was not a part of the business decision to start using Provide Support Live Chat. I have been with the company for 6 years and I can say it is well worth it.

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Independently Invited by TrustRadius

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