tawk.to vs. TrustRadius for Vendors

We have been able to increase our "real world" presence on our website, providing users with support and sales guidance when they need it the most – when they have a question. It provides the extension for free. Furthermore, tawk.to provides tracking solutions for your website, allowing you to see how many visitors visited your site and how long they stayed. You can also see which locations follow your webpage. The low-footprint, web-based solution is simple to install and use (in most cases), and it provides insight into the effectiveness of our web pages and sites.

Well suited if you want a presence on all of the "big review sites" - it's best practice for your business to be engaged on all of the sites, as prospects are reading and searching. I would say it's less appropriate if your typical buyer does not research for the product you are selling, or perhaps if your competitors are not present on this site.

Incentivized

• Being able to see what the contact is typing before they send is great as it allows time to prepare your answer.
• The whisper function is invaluable for keeping colleagues updated and giving staff training.
• The 'Ban' function is great for quick action when you have a nuisance contact.

Incentivized

• Actively working with us to generate reviews
• Actively working with us to showcase the reviews we get
• Actively presenting us to the market by featuring us on special pages such as Vector Databases — and on the TrustRadius home page
• Professional team providing us with services — but also colleagues and friends
• We needed better ways to sort our reviews for score and recency, and TrustRadius for Vendors helped us get there

Incentivized

• What I always dislike about any software is the branding that comes along with it.
• The live chat module is not super noticeable since it's just in small print at the bottom of the chat module.
• Small errors can occur, causing the extension in the webpage to disappear.

• Due to TrustRadius reviews being a bit lengthy, I think it can hinder response volume.
• While not a major issue, it would be nice to have a TrustRadius Slack/chat integration where I could quickly reach my reps. That being said, my reps already have a great response time!
• It would be nice if I could run a report on how my company's competitors are performing on TrustRadius for Vendors.

Incentivized

We definitely see the value in peer review platforms like TrustRadius. Being able to hear from our customers and partners and share that information across the organization is very important to WatchGuard. I really see working with TrustRadius as a partnership that has been beneficial for both organizations and is continuing to prove very successful

Incentivized

I think that it's very user friendly. And even in filling out this survey, I've discovered it has beneficial features that I didn't even know it had! It's a lot of capabilities all rolled into one. We're appreciate that tawk.to is an option for us since we haven't found another third party that fits so well with our needs

Incentivized

It was easy to integrate, pull data and reports from, and really easy to customize the design to fit the branding of our site. I found it easy to show other team members how to use. Our whole team was able to get around the system to fit their different needs

Incentivized

Many of our ongoing comms have been automated or moved to an office-hours model, so we don't get much support from our accounts team. In comparison, there are other review vendors we work with with whom we are much more likely to expand, given their ongoing support and the insights they share. Overall, I feel the customer support team should be more hands-on and strategic, as there could be opportunities to upsell and expand with customers who are being missed.

Incentivized

My only key insight is to make sure that you remember the TrustRadius team is your partner, not your enemy! They are there to help ensure the success within your organization and will do everything they can to help you meet your goals.

Incentivized

We use HubSpot for most of our sales and marketing and it's highly effective. However, the chat function doesn't allow communication between staff during chats that tawk.to offers.

Incentivized

We are also working with G2 and I consider the platforms complementing each other. With TrustRadius for Vendors we collect complex review content reflecting attribute ratings of our products, different use cases and deployments our clients experiment, reviewers sentiments. Using quotes tagging and Chrome Extension feature we can map the most relevant reviews to the right audience, messaging or industry. The vendor portal has multiple selections available, for me it is very important to be able to check only with a click the number of ratings or the number of reviews for different date range or to check if my product is qualified for next awards.

Incentivized

• Engaging with customers directly with live chat.
• Gather customer data for live chat support.

Incentivized

• We can't necessarily track ROI on this, but TrustRadius for Vendors has definitely influenced many buyers at some point in their purchasing journey.
• Webhooks would help us track some of the above & when we get them set up, I'm sure we'll see many new leads coming in.
• We just signed on for Buyer Intent, so we will be able to speak on this later on.

Incentivized