For the price and the features available, Localytics is one of the best options. It is more robust in areas that we don't need it to be and overall there could be simpler flows for sending push notifications or performing actions that you need to do every week. Also, the data it sends back on how push notifications perform is basically useless. There needs to be more explanation on the impact notifications have on users. The data would always say that notifications drove less engagement but we would see engagement go up every time we sent a notification.
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
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
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
The biggest thing I would like to see with Localytics is the capability for more correlations. The limited amount of correlations available does restrict the type of analyses that could be done with the data.
An easier interface to move data into Microsoft Excel would be very useful, rather than creating annoying workarounds.
More/better automatically scheduled reporting, as well as an Excel plug-in to access the data rather than being restricted to the Localytics interface.
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
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
It would take several weeks to hear back from the billing team. It took 3 months to resolve an invoice last year. Their technical support is very responsive. I would typically get a response in under 24 hrs.
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
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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
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
Zendesk Chat is far more user friendly than some of the other competitors on the market. It has a very all the features that you require to ensure your customers are contacted in 'real time'. Its main tools include a live chat interface for quick communication, customisable chat widgets to fit your brand, mobile responsiveness for all devices, and canned responses for common questions. The platform can also start chats based on visitor actions, like time on a page or exit intent. A real must for any leading company
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
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
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
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
