Item: Chatfuel
Rating: 10
Author: Jorge Guevara

Overall Satisfaction with Chatfuel

Use Cases and Deployment Scope

We use Chatfuel in the areas of Customer Service, Sales, and Customer Success.

It is helping to solve different issues according to the work area.

1.- Customer service: We use it to support our users with issues that are easy to solve by the user without human intervention.

2.- Sales: It is used to prospect customers through funnels and the qualified leads arrive.

3.- Customer Success: It is used as part of the users' onboarding to our platform, accounts are created from the bot in real-time through the available API. (Here it helped us to have a very low CAC)

Pros and Cons

Pros

Easy to use without experience
Cost vs. benefit ratio very good
Integrations possible through API
Conversion funnels can be created

Cons

Recover deleted blocks
Zendesk integration
New connection channels

Return on Investment

The cost per client was reduced from $10 to $2.
We save on hiring more service promoters by having a bot instead.
Loss percentage of deals decreased by 30%

Alternatives Considered

AgentBot

Both offer bot service to reply to messages from Facebook. The difference is that Chatfuel gives you the option of being able to create conversion funnels or fixed conversation changes.

Connecting to our API is free from Chatfuel and integration with other providers has an additional cost.

AIVO has no option to create conversation flows if not through keywords.

On one occasion I had an error and deleted a block of information. When communicating with support, they took a while in the response and the only thing they mentioned to me was that it is not possible to recover deleted blocks. I know that it is not a problem of the agent but of the platform that does not have that possibility of restoring to a previous state.

Key Insights

Do you think Chatfuel delivers good value for the price?

Yes

Are you happy with Chatfuel's feature set?

Yes

Did Chatfuel live up to sales and marketing promises?

Yes

Did implementation of Chatfuel go as expected?

Yes

Would you buy Chatfuel again?

Yes

Other Software Used

Zendesk, AgentBot, Pipedrive, Calendly, Mailchimp, Mailchimp Transactional Email (mandrill), Adobe Acrobat DC, Adobe Advertising Cloud (formerly adobe media optimizer), Box, Zapier, Zoom

Likelihood to Recommend

Chatfuel is appropriate in our customer experience strategy since we have connected to Facebook and we use the benefits of telephone lines that provide unlimited social networks. With Chatfuel we pass the connectivity barrier of our user segment and it is not necessary to enter a page to create registration if they don't do it by messenger and it's FREE for them.

Additionally, for us the integration was very simple and with the tools that are installed, it is not necessary to be an IT development expert to connect it.

Chatfuel is not necessary when you want to implement it in other channels because it can only be done with Facebook and this is a barrier that we have since we communicate through 2 more channels.

Comments

Please log in to join the conversation

Chatfuel Review