ApexChat is light on features, but hits the mark on customer support and price
August 23, 2021

ApexChat is light on features, but hits the mark on customer support and price

Justin Shook | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ApexChat

ApexChat is used by the marketing department to generate inquiries, answer general customer service questions, and route individuals to the correct department. ApexChat gives customers an easy-to-use option to ask basic questions and submit their service requests during location hours of operation and beyond, including nights and weekends.
  • Affordable
  • Simple
  • Superior support
  • Updated UI
  • Additional reporting options
  • Greater flexibility in chat widget appearance and size
  • Cost
  • Use of in-house and Apex agents
  • Excellent customer service
  • Increased lead flow
  • Chat conversion improved
  • Not scalable due to lack of features
LivePerson LiveEngage (LP) is a popular option that I used for about six months before switching to ApexChat. LP's implementation team was terrible. They were checking boxes, not fixing issues. The AI/ bot tech in messenger lost us business. Our lead numbers dropped by 50% and our conversions fell with it. The cost and learning curve is much lower with ApexChat, and though it is missing many features and a pretty UI that you get with LP, ApexChat tripled lead volume and quadrupled conversion. The implementation team and customer success managers are top-notch.

Do you think ApexChat delivers good value for the price?

Yes

Are you happy with ApexChat's feature set?

No

Did ApexChat live up to sales and marketing promises?

Yes

Did implementation of ApexChat go as expected?

Yes

Would you buy ApexChat again?

Yes

For small businesses on a small budget, [ApexChat] gets the job done, but it is a barebones system. Not the best enterprise solution.