TrustRadius: an HG Insights company

Smartsupp

Score9.7 out of 10

36 Reviews and Ratings

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What is Smartsupp?

Smartsupp is a live chat software that was designed to help businesses improve conversion rates, grow sales and deliver great customer care. The platform offers both automated communication and chatbot AI order status checks which helps businesses streamline visitor requests through automation. Additionally, the software provides a personalized online shopping experience that helps businesses identify their customers' needs and turn webshop visitors into loyal customers.

Read more details.

Categories & Use Cases

Smartsupp Key Features

Learn about the best (and worst!) features Smartsupp has to offer, as determined by TrustRadius' reviewers.
Based on 36 ratings of Smartsupp's features
View all Smartsupp features

Top Performing Features

  • Chat reporting

    Standard or customizable reports with user engagement metrics.

    Category average: 8

  • Chat history and transcripts

    Enables users to visualize past conversations and notes.

    Category average: 8.2

  • Chat and web analytics

    Analytics that enable the tracking of user website visits and chat box interactions.

    Category average: 7.8

Areas for Improvement

Most Frequent Users

Top 3 industries using Smartsupp.
Based on HG Insights installation data
Powered by
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#1 most frequent

Professional, Scientific, and Technical Services

4.2%

187 installations of 4,493

#2 most frequent

Manufacturing

3.2%

143 installations of 4,493

#3 most frequent

Retail Trade

3.2%

142 installations of 4,493

Smartsupp Reviews

What users are saying about Smartsupp.
View all Smartsupp reviews

SaaSforce first try on smartsupp

Incentivized
Yves PauwelsView profile
Project Manager in Corporate at SaaSForce (51-200 employees employees)

Use Cases and Deployment Scope

Chatbox on our website for all commercial and technical questions. We have no view on the current questions or remarks visiting customers might have, this is addressed by thie chatbox. With the chat box we would like to have insights in the users that visit our site, what questions they might have and or we can help solving those questions on the fly improving customer satisfaction and generating extra business

Pros

  • Fast integration
  • Easy user interface
  • Not complicated
  • Excellent compatibility

Cons

  • customer support doesn't answer chat requests or messages
  • implementation of the trial option works but not clear wether extra features work in trial

Return on Investment

  • Still on trial
  • direct result, promesing

Usability

Other Software Used

Trustpilot, Intuit Mailchimp, Cloudflare

Smartsupp - one of the best live chats.

Verified User
Representative in Sales (1-10 employees employees)

Use Cases and Deployment Scope

I have a ecommerce company and I am using Smartsupp for comunicating with the clients which are using my site.

Pros

  • Communication with clients
  • Answering questions of clients
  • Autoresponding

Cons

  • Better configured chatbot from the beggining.

Return on Investment

  • It has a very positive impact. I need less workers to do the same job.
  • A lot of communication can be automated - especially answers for simple questions.

Usability

Alternatives Considered

Tidio

Other Software Used

PrestaShop

UI/UX is awesome!!

Incentivized
Verified User
C-Level Executive in Product Management (1-10 employees employees)

Use Cases and Deployment Scope

Our company operates an e-commerce for travelers.We use a chat function to listen to what travelers want to ask now. We would like to continue to use this service because we have received a greater response from users than we expected.It is attractive not only for user interviews, but also for being able to give a push to users who may or may not convert.

Pros

  • UI/UX
  • Easy to set
  • Dashboard

Cons

  • No, I haven't yet

Return on Investment

  • Customer Satisfaction
  • Conversion Rate
  • Time on site

Usability

Happy Smartsupp User!

Verified User
Director in Customer Service (1-10 employees employees)

Use Cases and Deployment Scope

Greeting and initiating chat with customers is crucial so that we can answer questions about services we offer. Passport and Visa services require a lot of trust and can be very confusing. Passport and visa requirements are tedious and can be overwhelming. Having a Chat availability ensures customers that we are there for them and ready to assist with any questions they may have.

Pros

  • Ability for multi-platform login between Android, Apple IOS, and Windows
  • Much less buggy than our previous Chat provider
  • Ability to see Live and Offline visitors

Cons

  • Ability to customize our dashboard look and style
  • Desktop app so we can run it off a program on our computers (Mac and Windows)
  • Even if Chat is "Resolved" we prefer the history stays. So we can look into past conversation

Return on Investment

  • Visitor status needs to show whether they came from "paid" ads. This helps us gage our spending and investment
  • Missed chats due to phone apps error: either not showing up at all, not notifying, or heavy delay
  • People are comfortable with the Chat program and don't mind keeping it open. Makes it easy for us to stay connected with customer

Usability

Other Software Used

WordPress, WhatsApp Business, WooCommerce

Smartsupp review

Verified User
Director in Customer Service (1-10 employees employees)

Use Cases and Deployment Scope

Very quickly establish a relationship with the customer, from the beginning the customer is able to find answers to the most common questions. The system of automatic answers works very well. This is the fastest form of contact with the customer, who, while waiting for an answer, is also able to further explore the offer on the site.

Pros

  • Automatic replies
  • Collecting data about the customer's actions on the site
  • Quickly engage the customer in conversation

Return on Investment

  • Eager use of chat, faster contact
  • Automation of answers to the most common questions
  • A large percentage of people return to the chat room with additional questions

Usability

Other Software Used

PrestaShop

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