Grasshopper vs. Provide Support Live Chat

Seems like it is perfectly suited for ANY small to medium business. I can imagine that a business would outgrow the system eventually, but probably around 75-100 employees? Great system for offices that are not managed full time, companies with remote workers, budget conscience start ups, anyone with a need for a registered office line.

Incentivized

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.

Incentivized

• Since calls always come into my cell phone from the same Grasshopper number I just saved that number in my phone as my company name. So I always know when a call is coming in for my company and that it's not a personal call. Of course, all calls are saved and logged in Grasshopper so if I need to go back and check the actual caller ID I can do that.
• All voicemails are immediately sent as audio files in an email to the email address on file for each extension. I personally love this feature. I can choose to go into the Grasshopper app to listen to them but its use so much more convenient to get an email, open it up and listen right from the email. The caller ID for the call is also included in the email text. So all the info I need for any missed calls is right there. Great stuff.
• By far, one of my favorite features is the option to receive faxes to the same business number. Even though fax is being used less these days it is still used quite a bit and being able to receive faxes and having them immediately emailed to me is great.
• The ability to transfer calls from extension to extension (as in cell phone to cell phone) is great. It doesn't matter where my colleague is. I can send the call to the right person and it's ringing on their phone in seconds.

Incentivized

• View active website shoppers
• Answer product and support questions

Incentivized

• Making calls from your Grasshopper phone number - Sometimes (well, most of the time) I'll just make a call directly from my cell phone because the process of opening the app, typing in the number I want to call and then making the call can take more time than the call itself.
• Missed Calls - Myself and other coworkers have experienced frustration with Grasshopper and "missed" calls. Sometimes my phone won't ring, but I'll get an email with a voicemail. So it skips ringing my phone all together and goes directly to voicemail. I've had my phone in my hand before, ringer on, and never receive a call but received an email with a voicemail.
• Checking Voicemails on your phone - In order to hear a voicemail from your mobile device, you have to log into the app. But the voicemail shows up under missed calls / voicemails like normal phone calls but when you try to listen to it, it's just a recording of grasshopper telling you that you have a voicemail.
• Transferring Voicemails - You have to memorize all the extensions and the process for transferring voicemails. While it's just memorization needed to make the process work correctly, it takes a lot of time to remember how to transfer the call, the extension you want to transfer it to, and sometimes after going through all of the steps I accidentally hang up on the caller. It's user error, but I feel like if they made the process simpler, and they gave you a directory when you indicate you want to transfer the call, it'd make it a lot easier.

Incentivized

• Auto-login, so you don't forget to login in the morning
• Operator chat window seems outdated
• Billing could be more clear

Incentivized

The admin functions are kind of confusing in the old interface which was my most recent experience on the admin side.

Incentivized

When I was setting up my account I contacted support a couple of times. They were also very professional, personable, and helpful. Their response is prompt and thorough. I'm confident I can get any question answered as well as help with any issue I might have. That's pretty important to me.

Incentivized

They are there when I need them.

Incentivized

We moved away from Grasshopper when we implemented an answering service that had an application which provided the same functions as grasshopper for calling and texting. We initially selected Grasshopper as our communication solution because our original answering service just handled incoming calls and did not have an app available to clients.

Incentivized

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.

Incentivized

• Having an IVR allows us to miss fewer calls from clients or prospects, positively impacting our sales.
• Saving money by not having to hire a receptionist helps keep our expenses down.
• I do believe that the professional image our Grasshopper IVR gives our customers has a positive impact on our customer loyalty.

Incentivized

• 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.

Incentivized