ChatBeacon: A Solid Choice
Anonymous | TrustRadius Reviewer
February 17, 2020

ChatBeacon: A Solid Choice

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ChatBeacon (formerly SightMax)

All of our customer-facing support departments (finance/billing, customer service, and our custom products division) use ChatBeacon to chat with our website customers.
  • Easy to install and configure.
  • Easy for customers to use.
  • ChatBeacon is just SightMax with a fresh coat of paint.
  • The entire agent UI is remarkably worse than SightMax.
  • Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
  • Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.
Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern.

We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.
Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!

Do you think ChatBeacon (formerly SightMax) delivers good value for the price?

Not sure

Are you happy with ChatBeacon (formerly SightMax)'s feature set?

No

Did ChatBeacon (formerly SightMax) live up to sales and marketing promises?

No

Did implementation of ChatBeacon (formerly SightMax) go as expected?

Yes

Would you buy ChatBeacon (formerly SightMax) again?

No

ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea.